Remote Operations & Team Lead | QA & Performance Coach

Verified

$10/hr

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Outline

Looking for Full-Time work (8 hours/day) at $10/hour

Bachelor's Degree

English proficiency Native

Professional Summary

Results-Driven Customer Operations & Quality Leader | 11+ Years BPO & Management Experience

Marketing Management graduate and accomplished BPO operations leader with over a decade of expertise scaling teams, driving quality assurance, and optimizing performance. Proven track record holding progressive roles—including Quality Analyst for Verizon, Team Leader, Quality Supervisor, and Performance Coach. Adept at implementing data-driven coaching frameworks, reducing ticket resolution times, and elevating customer satisfaction (CSAT) scores.

Beyond corporate operations, my background as a Team Coach for Domino's sharpened my skills in fast-paced execution, sales performance management, and team accountability. Whether you need a dedicated Remote Team Lead, Quality Assurance Specialist, or Operations Virtual Assistant, I bring enterprise-level discipline, exceptional written and verbal communication, and a proactive approach to remote workflow management.

Skills & Experience

Skills

Accounting > Financial Accounting > Analysis 10+ Years

Coaching 10+ Years

Communications 10+ Years

MS Office 10+ Years

Data 10+ Years

Coordination 10+ Years

Claims 2-5 Years

Call 10+ Years

Bookkeeping & Accounting 2-5 Years

Marketing Strategy 2-5 Years

Performance Coaching 10+ Years

Quality Assurance (QA) 10+ Years

Experience highlights

Coach Level 2

ePerformax Contact Centers and BPO · February/2023 – Present

Managed full-scale account implementation for Food Chain/Domino's, overseeing 68 personnel during 5-month launch. Optimized team structures, reducing headcount to 25 high-performing agents while stabilizing workflows.

Quality Assurance Supervisor / Team Leader

Integrated Call Center Solutions · October/2017 – Present

Orchestrated account transition from Conduent to Continuum (Verizon/Telco) with dual focus on quality auditing and performance coaching. Sustained target metrics and fostered continuous improvement culture across agent workforce.

Customer Service Representative

Manulife Business Processing · October/2014 – Present

Managed end-to-end Long-Term Care (LTC) insurance claims, ensuring 100% regulatory compliance. Streamlined claims adjudication through meticulous documentation verification, improving payout timelines.

Market Researcher

Survey Sampling International · May/2014 – Present

Conducted comprehensive primary research on U.S. consumer and voter preferences. Analyzed demographic data and sentiment trends to provide actionable insights into behavioral patterns for strategic reporting.

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