At Support Services Group, I oversee operational performance, multi-channel campaigns, client relationships, and workforce planning. I monitor KPIs including AHT, CSAT, SLA, quality, productivity, and attrition to identify gaps and deploy data-driven corrective strategies.
As Operations Manager, I mentor supervisors and team leads, set performance benchmarks, and conduct business reviews with senior stakeholders. I work to align campaigns with client needs and service level agreements.
As Senior Supervisor, I coached leadership teams and used operational analytics to track trends, plan staffing, and refine training. I also partnered with Account Managers and internal stakeholders to resolve operational escalations.
As Operations Supervisor, I managed day-to-day floor operations and live agent monitoring, delivered targeted training, and maintained attendance tracking, performance reporting, and metric dashboards. Earlier, at Alorica, I supported customers and sales through consultative service, multi-channel communication, and accurate CRM recordkeeping.
