Operations Leader | Senior Operations Manager | Customer Experience, Collections and Sales Professio

Verified

$15/hr

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Outline

Looking for Full-Time work (8 hours/day) at $15/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

Results-driven BPO professional with over 10 years of experience in customer service, sales operations, collections, and business process management. Proven track record of career growth from frontline customer support roles to leadership positions, including Team Leader and Senior Operations Manager responsibilities.

Experienced in leading high-performing teams, managing operational performance, driving KPI achievement, coaching and developing employees, and implementing process improvements to enhance customer experience and business outcomes. Strong background in workforce engagement, performance management, stakeholder collaboration, and operational strategy.

A dedicated and adaptable leader with expertise in building teams, solving complex operational challenges, and creating a culture of accountability, continuous improvement, and employee growth. Open to remote/work-from-home opportunities where I can contribute my leadership experience and operational expertise.

Skills & Experience

Skills

Management & Leadership 5-10 Years

Office and Administration > Quality Assurance 2-5 Years

5-10 Years

Team Leadership 5-10 Years

Process improvement 2-5 Years

- Customer Service 5-10 Years

Stakeholder Collaboration 2-5 Years

Human Resources > HR Management > Administrative Works > Operations Management 5-10 Years

Experience highlights

Team Leader – BRS Activation Improvement

Quantrics Enterprises Inc. · March/2024 – /

Led customer service team ensuring operational goals and quality standards. Monitored KPIs, implemented improvement plans, and coached team members on performance and customer concerns.

Senior Operations Manager – BRS Activation Improvement

Quantrics Enterprises Inc. · February/2024 – Present

Managed operational responsibilities through performance monitoring and strategic planning. Reviewed metrics to identify improvements and supported achievement of service and quality targets.

Team Leader – BM Collections

Quantrics Enterprises Inc. · December/2019 – Present

Managed collections teams ensuring compliance with standards. Led daily operations monitoring KPIs, provided coaching, developed efficiency strategies, and handled customer escalations.

Subject Matter Expert – BM Serve to Sell

Quantrics Enterprises Inc. · May/2019 – Present

Provided process expertise to frontline staff improving sales performance. Assisted with coaching, knowledge sharing, process improvement, and new hire development.

Customer Service Representative – BM Consumer / BM Serve to Sell

Quantrics Enterprises Inc. · September/2018 – Present

Delivered customer support resolving inquiries and handling account concerns. Identified customer needs, recommended products, and maintained high satisfaction standards.

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