Operations Manager / Project Manager / Process Improvement

Rate, USD
Work schedule
Contract, Full Time, Part Time,
Available for hire
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About me

An accomplished Operations Manager with over 5 years of experience.
Proficient in managing all operational domains including personnel, budgeting, training, and customer experience.
LSS Green Belt certified with a track record of implementing process improvements and achieving operational efficiencies.


Account ManagementAnalytical SkillsBudgetingCampaign ManagementClient ManagementClient Relationship ManagementCustomer and Client SupportCustomer CareCustomer Journey MappingCustomer ServiceCustomer SuccessManagementOperations ManagementPeople ManagementPerformance ManagementProcess ImprovementProject ManagementTeam Management


10/2013 - 05/2015 Master in Finance, General at University of Tirana


09/2018 - Current Operations Manager at Teleperformance

COPC Certified Program
LSS Green Belt Certified
1. Manage all aspects of operations, including personnel, budgeting, training, and customer satisfaction.
2. Develop and implement process improvements to achieve operational efficiencies and improve the
customer experience.
3. Lead a team of 100-200 agents, and 6-13 team managers, providing coaching, mentoring, and professional
development opportunities.
4. Collaborate with cross-functional teams to ensure alignment of business objectives and strategies.
5. Monitor and analyze performance metrics and implement corrective actions as needed.
6. Manage the budget and ensure cost-effective operations.
7. Ensure compliance with company policies and procedures, as well as industry regulations and standards.
8. Champion a culture of continuous improvement and excellence.
9. Led and completed various process improvement projects to improve the project’s performance, increase
revenue, strengthen relationship with the client.

04/2018 - 09/2018 Flex Trainer at Teleperformance

COPC Certified Program
IQC Certified
1. Designed and delivered training programs for customer service agents, including new hire training,
customer service skills, and product knowledge.
2. Coached and mentored customer service agents to improve their performance and achieve their goals.
3. Conducted assessments and provided feedback to agents on their performance.
4. Analyzed data and identified areas for improvement in the daily operations.
5. Collaborated with other departments to ensure consistency in messaging and best practices.
6. Designed Onboarding Plans in collaboration with Quality and Operations departments.
7. Updated training materials and programs to keep them relevant and up-to-date.

04/2016 - 09/2018 Team Manager at Teleperformance

COPC Certified Program
1. Managed a team of 15-20 customer service representatives to provide exceptional customer technical
service and meet performance targets.
2. Analyzed performance data and implemented strategies to improve team performance.
3. Conducted regular team meetings to discuss performance metrics, goals, and action plans for
4. Conducted regular coaching sessions with team members to improve their skills and performance.
5. Managed employee relations, including handling employee concerns and conflicts, and ensuring
compliance with company policies and procedures.
6. Monitored performance metrics to ensure adherence to service level agreements.

06/2015 - 04/2016 Technical Customer Service Representative at Teleperformance

COPC Certified Program
1. Assisted customers with technical issues related to client’s products and services through phone and chat
2. Troubleshot and resolved customer issues related to hardware, software, and network connectivity.
3. Escalated complex issues to higher-level technical support teams as required.
4. Provided step-by-step guidance to customers on resolving common technical issues.
5. Maintained accurate records of customer interactions and transactions in the client’s database.
6. Met or exceeded technical support goals and objectives.

10/2013 - 01/2015 Customer Service Representative at Intercom Data Service

1. Assisted customers with billing inquiries, technical issues, and service-related concerns
2. Worked closely with other departments to resolve complex customer issues
3. Resolved customer complaints in a timely and professional manner
4. Provided product and service information to customers
5. Maintained accurate customer records and updated account information as needed
6. Achieved high levels of customer satisfaction through excellent service

Recommend this specialist

Recommend this specialist