Global Operations Director & Contact Center Executive with over 20 years of leadership experience directing high-performance, customer-centric operations across international markets. Proven track record managing multi-million dollar budgets, cross-functional teams, and complex third-party BPO vendor relationships, including cross-border operations in Europe and the Caribbean. Adept at aligning organizational structure with strategic growth, optimizing resource allocation, and maintaining rigorous regulatory compliance. A decisive, high-ownership leader who thrives under pressure to deliver operational efficiency and exceptional stakeholder value in fast-paced, remote-first environments.
Open to opportunities
Wendy Silencieux
@wendysilen
Dynamic and strategically-minded Head of Operations specializing in international contact center management and global business services.
Antigua and BarbudaExperience
Work history, roles, and key accomplishments
BL
Head of Operations - Director
BC Operations Services Ltd.
Jan 2022 - Dec 2024 (2 years 11 months)
Managed all aspects of operations, ensuring efficient and customer-centric service delivery. Oversaw operational budgets and resource allocation, and implemented strategies to optimize performance and meet service level agreements.
DL
Head of Antigua Operations-Director
Dixie Operations Ltd.
Jan 2011 - Dec 2021 (10 years 11 months)
Directed operational activities, overseeing staff management and budgetary control. Implemented policies and procedures to maintain compliance with regulatory standards, and led training and development initiatives.
CL
Outsource Contact Center Manager-Romania
Cassava Enterprises Ltd.
Jan 2009 - Dec 2011 (2 years 11 months)
Managed a remote contact center operation, ensuring alignment with organizational policies and performance standards. Facilitated communication between outsourcing partners and stakeholders, and negotiated cost-saving agreements.
DL
Call Center Manager
Dixie Operations Ltd.
Jan 2004 - Dec 2009 (5 years 11 months)
Directed a customer support center, overseeing daily operations and staff performance to meet service level targets. Implemented strategies to enhance customer satisfaction and retention, ensuring compliance with industry regulations.
Education
Degrees, certifications, and relevant coursework
Swiss Hotel Management School
Post Graduate Diploma, Hotel Operations Management
Completed a Post Graduate Diploma in Hotel Operations Management in 2009.
University of Wisconsin-Richland
Associate Degree, Computer Science
1990 - 1992
Earned an Associate Degree in Computer Science from 1990 to 1992.
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
Antigua and BarbudaAuthorized to work in
Job categories
Operations DirectorOperations ManagerContact Center ManagerCustomer Service ManagerOutsourcing ManagerBusiness Operations ManagerDirector of OperationsOperations Management DirectorOperations Executive DirectorDirector Of Operations ManagementExecutive Operations DirectorBusiness Operations DirectorSenior Director Operations
Skills
Operations ManagementContact Center ManagementBudget ManagementResource AllocationStrategic PlanningService DeliveryStakeholder ManagementStaff ManagementTraining and DevelopmentPerformance ManagementCustomer RetentionCustomer ServiceRegulatory ComplianceContract NegotiationDecision makingStrategic ThinkingProblem SolvingWritten CommunicationRelationship Building
Interested in hiring Wendy?
You can contact Wendy and 90k+ other talented remote workers on Himalayas.
Message WendyGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
