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Abigail

Top Rated

Operations manager, sales manager & account management professional with 3.5 years managing fortune 500 client operations.

Operations Manager

Jamaica🇯🇲
Marketplace protected

About

Results-driven Operations Manager with 10+ years of experience in the BPO industry, leading cross-functional teams, managing high-value accounts, and exceeding client KPIs. Proven track record improving quality, compliance, employee engagement, and retention. Successfully piloted a Quality & Compliance project that increased goal attainment by 25% and reduced attrition from 13% to 3% in one quarter. Recognized as Top Operations Manager in FY 2023.

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Salesforce

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Jira

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Zendesk

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Slack

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Microsoft Teams

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Power BI

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Zoom

Core Experience

Industry Experience

Call CentersField Sales Teams Agency

Business challenges

Lack of accountability for performance, data quality, or complianceLack of coordination between teams or departmentsInefficient digital processesLack of process documentation

Success metrics

Higher customer service satisfactionAccurate revenue forecastsHigher team productivity

Jobs to be done

Project ManagerSales and Marketing AlignmentField Sales Teams

Software Certifications

Outstanding Performance and #1 OM in August and September 2023

Sutherland Global Services

10/2025

Platinum Awards : Top Operations Manager FY2023

Sutherland Global Services

08/2024

Associate Degree in Natural Sciences

Caribbean Advanced Proficiency Examination Council

08/2015

Availability and Logistics

Availability

Full-Time

Work Arrangement

Remote

English Level

Native Fluency (C2)

Roles Qualified For

Operations ManagerProgram ManagerDigital Marketing ManagerCopywriterDirector of Sales

Work Experience

Videos

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