Operations Manager

Overview

Looking for full-time work (8 hours/day)

at $16.00/hour ($2,816.00/month)

Bachelors degree

Last Active

February 24th, 2025 (today)

Member Since

January 4th, 2021

Profile Description

Professional Summary:
Dynamic and results-oriented Service Delivery Manager with a proven history of effectively
managing Voice, Digital, Back-Office Accounts, Sales, and start-up businesses. Skilled in
leading large teams, optimizing operations, and cultivating client relationships to elevate
service delivery standards. Adept at driving efficiency, implementing process
improvements, and fostering business growth opportunities.
Professional Experience:
Senior Operations Manager
Athena Executive Assistant (Remote Work)
March 2022 - Present
• Successfully oversee 75-80 Full-Time Operations Managers and Executive
Assistants.
• Standardize and streamline the onboarding process, ensuring efficient
support for new hires within established timelines.
• Proactively identify areas for improvement and implement performance
enhancements during critical relationship-building phases.
• Collaborate with stakeholders to identify and deploy solutions for
business expansion.
• Monitor and evaluate client-EA partnership health, intervening promptly
to address performance and quality issues.
• Serve as the primary conduit for client feedback related to service quality.
Senior Operations Manager and Sales Manager
Transcom Worldwide
April 2019 - March 2022
• ManagedUpgrade to see actual infoFull-Time employees, including up to 18 Supervisors.
• Cultivated strong client relationships and supervised day-to-day operations, ensuring the
delivery of high-quality services.
• Led sales performance and spearheaded lead generation initiatives, identifying avenues for
revenue growth.
• Provided leadership in employee engagement, career development, and performance
management.
• Collaborated with client partners to resolve issues and enhance business processes.
• Ensured compliance with Statement of Work (SOW) requirements and managed revenue
assurance.
Operations Manager
Teletech Offshore Investments
April 2008 - October 2018
• Liaised with NZ and AU clients for a tech campaign team, successfully launching 5 lines of
businesses that contributed to business growth.
• Managed day-to-day operations and deliUpgrade to see actual infobles for 196 Full-Time employees across two
sites.
• Enhanced key success metrics related to NPS, FCR, Sales Lead Generation, and Coaching
Action Plan (CAP) utilization.
• Actively managed and motivated staff, contributing to the retention of an exceptional
team.
• Collaborate with stakeholders to identify and deploy solutions for business expansion,
driving engagement and a culture of open communication
• Mentored teaUpgrade to see actual infombers and created development plans for continuous support, fostering
a culture of growth and improvement.
• Provided leadership development education and managed the final screening process in
recruitment.
Training Manager
Teletech Offshore Investments
• Supervised 11 Full-Time Trainers across three sites, overseeing APAC trainers.
• Designed training programs aligned with company needs and facilitated cultural
immersion for new hires to enhance the customer experience.
• Provided leadership development education and managed the final screening
process in recruitment.
• Product Trainer
• Teletech Offshore Investments
• Conducted training sessions for new hires and provided upskilling for existing
employees.
• Monitored learning progress and implemented effective solution