Customer Operations and Contact Center Leader

Lead customer inquiry operations in a high-volume contact center, supporting service delivery, escalations, operational priorities, and team performance expectations. Monitor operational activity and performance indicators to identify service issues, workflow opportunities, and areas requiring leadership attention.

Handle escalated customer situations through issue assessment, stakeholder coordination, action documentation, and follow-through. Coach team members on customer interactions, procedures, and performance expectations while collaborating with leadership and cross-functional partners on operational changes and process issues.

Contributed to the implementation of Genesys Cloud by defining customer intents and supporting operational requirements during the transition. Use operational reporting and Power BI to provide visibility into performance trends and customer operations.

Led remote contact center operations in a high-volume BPO environment, overseeing daily performance, customer service delivery, workflow execution, staffing needs, and operational priorities. Analyzed contact center data and trends to identify opportunities to improve efficiency, service quality, and customer experience.

Used performance metrics to coach employees, identify performance gaps, and develop targeted improvement approaches. Partnered with cross-functional teams to address operational challenges, communicate process changes, and maintain consistent program execution.

Redesigned a call-handling approach and script that contributed to an approximately 40% reduction in Average Handle Time. Managed escalated customer issues, supported onboarding and training, and translated workflow and staffing trends into actionable leadership recommendations.

Supervised high-volume customer support operations while maintaining service, quality, productivity, and customer-experience expectations. Monitored team performance and operational metrics to identify trends, performance gaps, and improvement opportunities.

Provided coaching, feedback, and performance support to improve employee effectiveness and customer interactions. Managed escalated customer concerns and complex issues through appropriate investigation and timely resolution.

Supported workforce and queue management activities to maintain service-level performance. Collaborated with internal teams to resolve operational issues and implement process improvements.

Supported vendor and account operations in a high-volume environment, responding to vendor inquiries and resolving account and payment-related issues. Coordinated with vendors and internal stakeholders to research discrepancies and resolve issues efficiently.

Maintained accurate records and documentation while managing competing priorities, service expectations, and detailed account information. Applied strong communication, problem-solving, and organizational skills to support vendor relationships and operational accuracy.

Managed high-volume financial and administrative processes requiring accuracy, attention to detail, documentation, and adherence to established procedures. Reviewed and processed transactions while identifying discrepancies and resolving issues through research and stakeholder coordination.

Maintained accurate records and documentation while managing deadlines and competing priorities. Collaborated with internal stakeholders to investigate discrepancies, preserve process integrity, and resolve operational issues.

Used Microsoft Office applications and enterprise systems to manage data, reporting, documentation, and operational workflows.

Bachelor of Science in Business Management.