Looking for a job

Dunna Nathanael

@dunnanathanael

Message

I lead compliant, KPI-driven customer operations and improve process performance across large support teams.

India

Message

What I'm looking for

I'm looking to lead customer operations where I can strengthen compliance, improve KPIs and processes, develop teams, and deliver stable, high-quality service.

I'm leading end-to-end voice, chat, and email support at Alorica for United Health Care, aligning delivery with healthcare compliance, service standards, and KPIs including AHT, NPS, FCR, SLA adherence, and productivity.

Previously, at Amazon's Last Mile Analytics and Quality team, I improved ML-model actionability by 300 bps and increased program quality by 600 bps in six weeks through SOP improvements and a quality task force. Across 24[7], Mphasis, Convergys, and Infosys BPO, I've built and coached teams, managed staffing and escalations, strengthened compliance, and driven customer service, sales, and performance outcomes.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Alorica Inc

May 2025 - Present (1 year 4 months)

Supported project governance, readiness planning, and workforce ramp-up during timeline shifts. Drove operational alignment across training, WFM, and support teams to maintain program stability.