I am an operations and client engagement professional with over 15 years of hands-on experience across BPO, healthcare, financial services, and e-commerce. I have built and led teams ranging from frontline agents to cross-department staff, with a consistent focus on reducing delays, improving retention, and creating systems that make results sustainable.
I am comfortable owning a full function remotely or on-site, and I adapt easily to different environments. My background includes running sales floors, redesigning onboarding programs, configuring CRMs, and improving internal communication so teams can work more effectively together.
In my recent roles, I handled high-volume outbound calling, qualified leads, booked appointments, and maintained CRM accuracy to support sales performance. I also worked closely with prospects and clients to address objections, improve conversion rates, and keep pipelines organized and actionable.
I have strong experience in team development, training, and operations management. I have designed and delivered training programs, created SOPs, improved onboarding processes, and supported performance coaching that led to measurable gains in productivity, service quality, and employee engagement.
My experience also includes administrative leadership, recruiting, and cross-functional coordination. I have recruited and onboarded employees, streamlined handoff processes, contributed to KPI dashboards, and partnered with leadership on initiatives that improved workflow and team outcomes.
I bring a practical, people-focused approach to operations and client engagement. I value structure, accountability, and continuous improvement, and I am motivated by helping teams perform better while delivering a stronger experience for clients and customers.
Handled 100+ outbound calls daily targeting insurance prospects, qualified leads, booked 8 to 12 appointments per week, addressed objections, maintained CRM records, and consistently met call volume and lead qualification KPIs.
Redesigned internal communication processes, introduced structured team meetings and feedback loops, improved employee engagement by 25%, and rebuilt the patient follow-up process to improve retention by 20%.
Coordinated daily operations across departments, fixed workflow bottlenecks, increased productivity by 25%, recruited and onboarded over 40 employees, streamlined handoff processes, and supported KPI dashboards for quarterly reviews.
Designed and delivered sales and customer service training, moved materials to an e-learning platform, standardized curriculum across locations, improved performance scores by 30%, and shortened onboarding time by 25%.
Managed scheduling, resource allocation, and cross-team coordination, developed SOPs and quality audit frameworks, improved service quality scores by 30%, reduced turnover by 20%, and handled escalations directly.
Delivered product knowledge, process, and soft skills training, built training materials and SOP documents, reduced new hire ramp time by 25%, and worked with QA to target skill gaps.
Oversaw call center operations, managed scheduling, performance coaching, and cost tracking, reduced turnover by 20%, and cut service delays by 15% through real-time KPI monitoring.
Associate in Business Studies
High School Diploma
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