Operations Manager

I am an experienced and results-driven Operations Manager with over 6 years of progressive leadership experience in high-volume, client-focused environments. I have a proven ability to manage budgets, optimize team performance, and drive revenue growth. My strong background includes workforce planning, coaching, and client relationship management. I am bilingual in English and Spanish and have complementary training in healthcare.

Throughout my career, I have led overall operations for major clients, managing cross-functional teams to consistently exceed KPIs, service standards, and client expectations. I oversee budgeting, financial performance, and gross margin optimization to ensure alignment with strategic business goals. I partner with internal stakeholders and client executives to drive operational excellence and revenue growth.

I analyze workforce data to improve occupancy, reduce costs, and increase profitability. I have spearheaded cross-departmental initiatives that improved process efficiency and reduced turnaround times by 15%. Additionally, I developed and implemented strategic action plans that contributed to a 10% increase in client satisfaction scores year-over-year.

Previously, I supervised Team Managers and Coaches overseeing frontline agents, ensuring consistent delivery of high-quality service. I led performance reviews and coaching strategies to develop leadership capabilities within the team. I coordinated closely with Workforce Management and HR to manage staffing plans, occupancy rates, and headcount goals, and presented performance data and improvement strategies in regular client business reviews.

I also managed onboarding and continuous training programs across multiple teams, improving employee readiness and time-to-performance through structured curriculum development. I conducted training needs analysis to align learning with business goals and collaborated with department heads to tailor training sessions addressing operational challenges and compliance needs. I led internal trainer development sessions, fostering a coaching culture and consistency in facilitation methods, and measured training effectiveness using KPIs, feedback, and follow-up evaluations to refine content and delivery.

Earlier in my career, I delivered fraud prevention and compliance training to new and tenured staff, partnering with QA and Operations to identify performance gaps and deploy targeted training interventions. I handled complex fraud-related customer issues with high accuracy and professionalism, consistently exceeding performance metrics in resolution time and customer satisfaction.