Abigail

Operational Leadership: Oversee day-to-day operations for a line of business with 200 customer service consultants, ensuring efficient workflow and high service quality.

Performance Management: Drive program performance by implementing robust performance processes and inspections, consistently meeting and exceeding client KPIs by 15%.

Cross-Department Collaboration: Liaise with program heads and stakeholders across training, quality, security, payroll, and facilities to ensure seamless business operations and alignment with organizational goals.

Team Development: Conduct performance appraisals for Team Managers and Leaders in line with performance development plans, fostering a culture of continuous improvement.

Strategic Communication: Effectively communicate client directives and operational strategies, ensuring team alignment and clarity on execution plans.

Weekly Performance Reviews: Conduct detailed weekly performance reviews focusing on wins, opportunities, and strategies specific to client needs.

Coaching Oversight: Facilitate weekly triad meetings with Team Managers to ensure proper coaching methodologies are applied, maintaining adherence to client and program standards.

Talent Development: Lead the development of Team Managers, enhancing their communication, people management, process optimization, and performance assessment skills.

Program Performance Reporting: Maintain regular communication with the Site Director regarding program performance metrics and operational updates.

Additional Responsibilities: Perform other duties as assigned by the Account Manager to support operational excellence.

Performance Accountability: Managed a team of 15 customer service consultants, achieving 100% attainment of all client targets through effective coaching and support.

Operational Reporting: Provided regular updates to the Operations Manager regarding team performance trends, enabling informed decision-making and strategic adjustments.

Timecard Management: Ensured accurate timecard updates for all direct reports, addressing discrepancies promptly to maintain operational integrity.

Subject Matter Expert Development: Spearheaded the development of Subject Matter Experts within the team, ensuring thorough auditing and effective case management practices.

Escalation Management: Conducted supervisory escalations at the customer level as needed, maintaining high levels of client satisfaction and issue resolution.

Behavioral Coaching: Utilized the Direct Feedback Module to provide targeted behavioral coaching, enhancing team performance and service quality.

Performance Coaching: Conducted coaching sessions and performance appraisals for a team of 15 collections agents, driving achievement of 100% client target attainment through targeted feedback and development.

Team Cohesion: Fostered a cohesive and productive team environment, resulting in a 20% improvement in team performance metrics and employee satisfaction.

Escalation Management: Handled supervisory calls for escalation issues, ensuring prompt resolution and maintaining high client satisfaction ratings.

Payroll Administration: Managed employee payroll updates and edits, ensuring accuracy and compliance in processing.

Skills Development: Implemented weekly skills transfer sessions focused on persuasion strategies, negotiation techniques, and rebuttal best practices, leading to a 15% increase in successful collections.

Employee Engagement Initiatives: Spearheaded employee engagement and recognition programs, reducing absenteeism by 10% and enhancing overall team morale.

Co-founded and grew a local footwear brand, leading end-to-end sales, marketing, and customer acquisition strategies across B2B and direct-to-consumer channels.

Designed and executed B2B sales strategies, pitching and securing wholesale opportunities with local retailers including: Payless, Loud Fashion, and Sammy’s.

Built and managed direct-to-consumer sales through the company website and social media platforms, driving online orders and brand engagement.

Planned and executed digital marketing campaigns across social media to increase brand visibility, traffic, and conversions.

Managed customer acquisition, order fulfillment coordination, and post-purchase engagement for online customers.

Collected, analyzed, and leveraged customer reviews and feedback to improve product offerings, customer experience, and brand credibility.

Developed customer retention strategies by fostering strong relationships, responding to inquiries, and maintaining a high standard of customer service.

Conducted market and competitor analysis to inform pricing, promotions, and product positioning.

Collaborated on brand identity, promotions, and go-to-market strategies to support revenue growth and long-term sustainability.

Provided exceptional Customer Support to customers via email, chat and phone.

• Troubleshoot customer system issues by conducting diagnostics tests.

• Mastered the ability to multitask by handling three concurrent live chats while providing

effective and efficient solutions.

• Provided leadership support to subsequent waves to help boost agents efficiency and

productivity.

• Coached new hires to increase their speed to proficiency and a smooth transition from

Chats to Phones while remaining compliant with client policies

Founded and operate a digital education business focused on leadership development and career advancement for BPO customer success specialists.

Design, develop, and sell digital products including leadership and career development courses, guides, and coaching programs.

Own end-to-end marketing strategy, including audience research, brand positioning, campaign planning, and performance optimization.

Write all product content, course curricula, and educational materials aligned to leadership and professional growth outcomes.

Build and manage sales funnels, including landing pages, upsell and downsell strategies, and conversion-focused copywriting.

Develop funnel sales pages and email marketing flows to drive customer acquisition, engagement, and revenue growth.

Manage website operations, content updates, and user experience optimization.

Conduct one-on-one and group leadership coaching sessions, helping clients improve performance, confidence, and career progression.

Analyze customer feedback, engagement metrics, and sales performance to refine offerings and improve client outcomes.