Operations Support Specialist

I administer an Amazon Seller Central account and conduct product and category research using sales data, competition analysis, fees, and profit-margin considerations. I contact suppliers and distributors, compare quotes and minimum order quantities, and evaluate commercial terms.

I build Google Sheets cost models covering product costs, shipping, preparation, Amazon FBA fees, and margin scenarios. For a wet pet food producer, I also built distribution processes for inventory management, regional transport scheduling, delivery tracking, order processing, stock rotation, customer follow-up, and accounts tracking.

Tracked onboarding logistics, training schedules, equipment availability, and system readiness across two operational sites. Monitored project timelines and identified potential delays early to help keep deliverables on schedule.

Served as a central communication point between HR, IT, Training, and Operations teams for onboarding-related tasks. Supported coordinated execution of cross-functional readiness activities under a contract engagement.

Screened and qualified medical malpractice and product liability cases for a legal-tech organization. Reviewed case-related documentation and maintained compliance with HIPAA requirements.

Achieved a quality score above 95% and ranked in the top 10% for case qualification performance. Supported accurate intake decisions through detailed review and consistent process adherence.

Managed operations, quality, reporting, customer experience, workforce coverage, and delivery performance across multiple programs. Built standardized reporting templates for attrition tracking, performed weekly billing reconciliation, audited high-volume operational data, and identified root causes for operational issues.

Created SOP manuals, quality rubrics, audit trackers, and training frameworks that improved consistency and reduced ramp-up time. Improved call quality by 20% over 12 months, reduced client billing discrepancies, tracked SLA and satisfaction metrics, and partnered with workforce management on scheduling, adherence, and coverage planning.

Managed real-time queues and SLA performance in a 24/7 contact center environment. Handled operational escalations and provided frontline support to maintain service levels.

Progressed from Customer Service Agent to Coach, Supervisor, and Shift Manager. Developed experience in team leadership, customer service operations, coaching, performance monitoring, and escalation management.

Bachelor of Business Administration (BBA).

Financial Planning & Analysis Certificate.

Quality Management Certification.

Completed Scrum: The Basics.