Skills
Cross-Functional Leadership
2-5 Years
Professional Services > Management Services > Call Center Operations Management
2-5 Years
Client Success Manager
2-5 Years
Process Optimization
2-5 Years
KPI tracking
5-10 Years
Experience highlights
Operations Manager
The Joint Chiropractic
·
June/2023
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Present
• Oversaw operations for 50+ clinics, optimizing lead workflows and inter-team coordination for consistent service.
• Built KPI dashboards, SOPs, and QA systems that improved performance and accountability.
• Reduced lead response time by 30%, boosting conversions and retention.
• Created executive-level insights and led process automation to streamline ops and scale growth.
Team Lead Manager
Blue Collar Pet Transport
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January/2022
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Present
• Led ops across Customer Service, Dispatch, QA, and Retention, ensuring SLA compliance and client satisfaction.
• Streamlined workflows, SOPs, and partner coordination to cut errors and improve turnaround.
• Boosted first-contact resolution by 25% through better escalation/process design.
• Reinforced KPIs via QA audits, dashboards, and daily team syncs.
• Optimized scheduling and coverage for 24/7 stability.
• Partnered with execs on journey design and operations alignment.
Global Case Manager
Agero
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December/2020
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Present
Handled high-volume escalations and resolved client concerns with speed and empathy. Delivered accurate solutions using the right tools. Guided clients on services, costs, and policies. Scheduled appointments based on preferences. Maintained strong org skills, clear documentation, and full CRM/tool proficiency to support the client journey end-to-end.
Email Executive & Product and System Trainer
Catch Creations LLC
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September/2020
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Present
Maintained order, shipment, and inventory systems. Provided timely updates on invoices and contracts. Supported service strategies and onboarding training for new hires. Built training plans, materials, and initiatives based on data. Identified learning needs and aligned resources. Handled basic issues and escalated complex ones, contributing to customer experience improvements.
English Tutor
Engoo
·
May/2020
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Present
• Part-time online English tutor who teaches different nationalities, such as Japanese, Koreans, and Taiwanese.
• Responsible for creating the lesson plans and scheduling classes, depending on my students' availability.
