Operations Manager, Business Intelligence, & Project Manager

ROLES & RESPONSIBILITIES • Supervised and managed a team of frontline agents, providing guidance, coaching, and support to ensure operational excellence. • Monitored team performance and productivity, implementing performance improvement initiatives as needed. • Conducted regular team meetings to communicate goals, provide updates, and address concerns. • Collaborated with other teams and departments to ensure seamless operations and customer satisfaction. • Managed daily operations, including scheduling, adherence to quality standards, and achieving performance targets. • Handled escalations and resolved customer issues in a timely and professional manner. • Implemented process improvements to enhance efficiency and customer experience. • Conducted performance evaluations and provided feedback to team members. • Assisted in the recruitment and onboarding of new team members. ACHIEVEMENTS • Led a high-performing team with low attrition rates, resulting in improved stability and continuity of operations. • implemented effective strategies to promote employee engagement and career growth, leading to a high promotion rate within the team. • Received recognition for achieving and surpassing performance targets, contributing to overall business success. • Developed and delivered training programs to enhance the skills and knowledge of team members, facilitating their professional development.

ROLES & RESPONSIBILITIES • Lead and manage project teams to ensure successful project delivery. • Develop project plans, timelines, and budgets, and monitor project progress. • Coordinate and collaborate with cross-functional teams to align project objectives and deliverables. • Manage project risks, issues, and implement effective mitigation strategies. • Track and report project status, including milestones, budget utilization, and resource allocation. • Foster strong client relationships and effectively communicate project updates and deliverables. • Provide guidance and mentorship to project team members, promoting their professional growth. • Ensure adherence to project management best practices and organizational standards. ACHIEVEMENTS • Lead over 500 projects including and not limited to change management, small- and large-scale projects. • Successfully managed a diverse range of projects, including operational changes, security enhancement, network infrastructure upgrade, process improvement, employee training and hiring, and software development, while ensuring efficient operations and achieving positive outcomes. • Demonstrated proficiency in applying a diverse range of project methodologies, including Waterfall, Agile, Lean, Critical Path Method, and Agile Hybrid, to successfully manage and deliver projects with varying requirements and complexities. • Created comprehensive tracking files for cross-functional teams, enabling efficient management and monitoring of purchase orders, hiring processes, and change requests. Provided valuable support to the PMO team by developing resource files, project trackers, performance reports, dashboards, and a project workbook template, which contributed to improved project management and streamlined operations.