Operations Team Lead

Led a 26-person billing operation across Sage, Credit Clerk, and Urgent Billing back-office teams. Owned performance management, KPI tracking, coaching, quality assurance, process execution, and back-office policy standards.

Redesigned the coaching model for two billing teams, contributing to a 91% Q1-to-Q2 increase in combined revenue from $195.7K to $373.8K without additional headcount. Raised weekly revenue expectations to $2,000+ per representative, coached quarterly growth of 31%–204%, and reviewed calls, transactions, and CRM records for irregularities and escalation.

Tracked individual and team KPIs against billing and operational targets, identifying performance gaps before formal reviews.

Ran outbound collections campaigns and processed payments and discounts. Identified workflow issues that later informed the process standards implemented as Team Lead.

Monitored new representatives' performance against quality and compliance standards after being promoted to Assistant Team Lead four months after joining the company.

Developed a coaching and feedback approach that became the framework later scaled across the organization as Team Lead.

Handled inbound customer service requests and account-related questions while meeting KPI and compliance requirements.

Built a strong performance record that resulted in promotion within four months of joining Credit Sage.

Managed high-volume customer interactions for L’Oréal, NYX, and Urban Decay across calls, chat, and email.

Logged and maintained customer interactions in Salesforce while adapting communication to each brand's voice, service standards, and customer expectations.

Managed CRM data and customer records in HubSpot to support operational and commercial decision-making.

Tracked KPI and engagement data across Instagram, WhatsApp, and Facebook to identify performance opportunities and support marketing activities.

In progress, part-time.