Operations Manager with 10 years of experience in the BPO industry. Skilled in team leadership, customer service excellence, and using Salesforce CRM

Led daily operational performance across customer service accounts in healthcare insurance and transportation environments, ensuring KPI achievement, service quality, workforce optimization, and operational efficiency. Executed outbound prospecting activities, lead generation initiatives, lead qualification processes, cold calling, and cold email campaigns to support business growth and client acquisition objectives.

Managed supervisor performance through coaching, action plans, accountability tracking, behavioral analysis, and continuous improvement strategies focused on achieving business and client objectives. Collaborated with stakeholders to identify qualified leads, optimize customer engagement strategies, and improve conversion opportunities.

Coordinated cross-functional support areas including workforce management, facilitation, human resources, occupational health and safety, and technology support to ensure operational continuity and team productivity. Supported business development efforts through prospect outreach, pipeline management, and customer relationship building activities.

Maintained direct communication with clients regarding operational performance, metrics, contract compliance, and business results while supporting strategic decision-making and service delivery improvements. Conducted cold email and phone outreach, managed prospect communications, and contributed to lead nurturing initiatives.

Responsible for performance analysis, root cause analysis, Pareto evaluation, quartile analysis, lead tracking, pipeline monitoring, and implementation of action trackers to drive operational excellence, business growth, and team development.

Head of Operations for ticket-based customer service teams, overseeing supervisors responsible for daily performance, KPI achievement, and operational execution.

Ensured that supervisors had clear understanding of team goals and operational priorities, aligning coaching strategies with business objectives and performance expectations.

Directed the implementation of coaching frameworks based on performance data, ensuring actions were clearly defined, consistently executed, and aligned with operational targets to maintain or improve results.

Monitored overall operational performance across teams, ensuring compliance with service level agreements, quality standards, and productivity goals.

Supported supervisors in translating KPI insights into structured action plans and coaching conversations to drive continuous improvement and sustained performance outcomes.