At RESULTS CX, I managed eight supervisors overseeing daily operations for Humana, with a focus on KPI performance, reporting accuracy, and service-level compliance.
I assisted with the end-to-end launch of Humana-Acadia, from recruiting and onboarding through training and operational go-live. I also improved training materials and onboarding content to accelerate new-hire speed to proficiency.
At STARTEK, I supported financial planning and headcount management across two sites and supported Xfinity Mobile operations spanning five lines of business. I prepared performance, headcount, and budget reporting for client-facing QBRs, WBRs, and summits.
Earlier at STARTEK, I directed daily operations and team execution, implemented reporting frameworks and operational tracking systems, and supported improvements in efficiency, quality, and service delivery.
