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Led customer operations, driving operational excellence, service delivery, and 95%+ SLA performance through strategic leadership and coaching. Improved team productivity by 20% and reduced escalation turnaround time by 20% through workflow optimization and cross-functional collaboration.

Managed U.S. customer operations, ensuring operational continuity, regulatory compliance, and customer satisfaction. Led resolution of high-impact customer escalations, including Better Business Bureau and Attorney General cases, and led operational transition initiatives while maintaining service quality.

Managed corporate customer relationships and business operations. Increased corporate acquisition by 50% through structured relationship management and reduced receivables cycle from over 90 days to less than 30 days.

Managed business operations and strategic corporate relationships to drive revenue growth and customer retention. Coordinated customer communication and service support activities, and supported store operations and customer satisfaction initiatives.

Led quality assurance operations for a UK telecommunications process, driving compliance, service quality, and performance improvement. Supervised a team of 32 support executives handling sales verification processes and conducted quality reviews and feedback sessions.

Supported U.S.-based customers for DirecTV billing and technical support processes. Handled customer troubleshooting, billing inquiries, and issue resolution, and was recognized as an Outstanding Service candidate for seven consecutive months.

Managed billing and collections operations with a 17-member field support team. Coordinated customer accounts and revenue tracking activities, and achieved highest revenue performance for three consecutive quarters.