I am a results-driven Project & Operations Manager with 17+ years of progressive leadership experience across BPO, technology, and digital marketing environments.
I have led cross-functional teams, managed complex projects, and delivered outcomes on time and within budget using Agile, Scrum, and Waterfall methodologies.
My background includes building high-performing teams, improving operational efficiency, and strengthening accountability through clear processes, coaching, and performance management.
I am comfortable translating business goals into actionable roadmaps, aligning stakeholders, and maintaining strong delivery standards across multiple priorities.
Throughout my career, I have supported process improvement, digital transformation, SLA compliance, and continuous improvement initiatives that improved both team performance and client satisfaction.
I am open to opportunities where I can apply my project management, operations leadership, and team development experience to help organizations scale and deliver measurable results.
Led and mentored a cross-functional team of 12+ digital marketing specialists. Improved campaign delivery efficiency by 30% within 6 months. Partnered with clients to define SEO strategy, OKRs, and KPIs. Implemented standardized project tracking in ClickUp, reducing task turnaround time by 25% and improving accountability. Improved on-time delivery from 72% to 94% by aligning content, design, and development teams.
Managed a portfolio of concurrent projects using Agile and Waterfall methodologies. Collaborated with C-suite and cross-functional stakeholders to define scope, milestones, and success metrics. Maintained 95%+ stakeholder satisfaction. Introduced sprint-based delivery cycles, reducing average project cycle time by 20%. Mentored 8 project coordinators, resulting in 2 internal promotions within 18 months.
Implemented operational governance frameworks that improved process efficiency by 18% and reduced escalations by 30%. Led Learning and Development initiatives that upskilled 100+ agents and improved quality scores by 15 percentage points. Oversaw 50+ operations staff across multiple accounts while maintaining 98%+ SLA compliance.
Defined and executed project plans for enterprise-level technology deployments. Managed scope, risk, and global stakeholder expectations. Delivered 10+ project milestones on schedule and reduced risk-related delays by 22% through structured problem-solving and proactive escalation protocols.
Designed and facilitated onboarding and upskilling programs. Improved new-hire ramp-up time by 20% through targeted curriculum development and facilitation.
Provided Tier 2/3 technical support across enterprise accounts. Mentored junior analysts and led knowledge base development initiatives.
Led a 15-person customer support team. Maintained top CSAT scores for 4 consecutive quarters through effective coaching and performance management.
BS Commerce, Marketing
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