I am a results-driven Customer Support and Operations Manager with over eight years of experience in telecom, e-commerce, customer service, billing, collections, and technical support operations. I have led high-performing remote teams and managed end-to-end customer operations across UK and US markets.
I specialize in customer retention, dispute resolution, billing operations, revenue recovery, escalation management, and SLA optimization. I have designed and implemented structured workflows, SOPs, KPIs, and quality assurance frameworks that improve service quality, compliance, and operational performance.
I have managed cross-functional teams of more than 70 people spanning sales, customer support, technical support, collections, billing, provisioning, activations, porting, and dispatch. My leadership approach focuses on accountability, process improvement, team development, and measurable business outcomes.
A key achievement in my career was designing a collections recovery strategy that increased monthly US collections from $50K to more than $200K. I also helped build and sustain a customer base of over 2,000 active wireless home phone customers, generating more than $118K in monthly recurring billing revenue.
I am experienced in CRM administration, platform migrations, ticketing systems, billing tools, and ISO-based quality frameworks. I am seeking remote leadership opportunities where I can strengthen customer experience, improve operational efficiency, and support sustainable revenue growth.
