At Sutherland, I was promoted from Associate Account Manager to Acting Operations Manager within nine months. I oversee managers under the account and take ownership of schedules, workforce management, and operational responsibilities.
I engage with onshore clients and participate in Weekly Business Reviews and Monthly Business Reviews. I also drive continuous improvement initiatives to strengthen delivery and client satisfaction.
At Concentrix, I led a 25-member team supporting customers across chat, calls, and email. I managed escalation calls and implemented customer feedback strategies to improve Net Promoter Score.
Earlier, at Better Mortgage, I led a 12-member team working on title processes and escalations. At Genpact (NAB), I handled complex loan-review escalations and earned the Subject Matter Expert title in my first year.
