Contact center operations leader with 15+ years of experience managing high-volume customer support environments across healthcare, SaaS, BPO, and technical support. Proven success leading 200+ seat operations, improving CSAT, reducing attrition, increasing workforce efficiency, and aligning service delivery with business goals. Strong background in KPI ownership, coaching, quality, workforce management, and executive reporting in remote and hybrid environments.
GRAVIE
Operations Quality Supervisor
- Directed contact center quality and member services performance across multiple business lines supporting thousands of members.
- Launched the organization's first formal QA program, increasing compliance from 85% to 98% and improving CSAT by 12% within 6 months.
- Built scorecards, reporting frameworks, and performance dashboards that improved productivity by 15% and reduced service errors by 20%.
- Introduced a QA-driven coaching model that reduced repeat calls by 10% and improved service consistency and customer trust.
- Partnered with senior leadership to align service KPIs with business objectives and lead quarterly business reviews.
INTOUCHCX
Operations Manager (200-Seat Program)
- Directed day-to-day operations for a 200-seat contact center program supporting Fortune 500 clients in a high-volume, KPI-driven environment.
- Improved CSAT by 15% and reduced average handle time by 8% through workflow redesign, coaching, and performance management.
- Led service desk operations managing 5,000+ monthly tickets while achieving 92% SLA adherence.
- Oversaw staffing performance, escalations, and operational reporting while driving service consistency across teams.
- Produced executive-level operational reporting and business insights to support leadership decision-making.
DEXCOM
Network & Applications Specialist
- Provided Tier 1–2 support for critical medical device and application issues, achieving 95% first-call resolution.
- Supported launch readiness for a new contact center operation, including onboarding, training, and operational support for 50+ employees.
- Helped stabilize service delivery in a regulated, customer-sensitive healthcare environment.
ALORICA
Supervisor of Operations
- Supervised 25–60 frontline agents in a fast-paced, high-volume contact center, consistently exceeding client-defined KPIs.
- Improved team performance through targeted coaching, formal reviews, and individualized development plans.
- Supported workforce planning, hiring, and retention strategies to meet staffing and service goals.
ALORICA
Quality Assurance Coordinator
- Coordinated QA efforts for a 1,500-person operation, improving service consistency and contributing to a 15% increase in customer satisfaction.
- Analyzed quality trends and performance gaps to inform coaching and process improvements.
- Partnered with operations leaders and client stakeholders to resolve quality issues and align service expectations.
EHS CONSULTING SERVICES
Project Manager
- Lead client-facing consulting projects involving compliance, documentation, training, and project execution.
- Manage project scope, timelines, stakeholder communication, budgeting, and deliverables across concurrent engagements.
Operations & Leadership
Contact Center Operations
Service Delivery
Workforce Management
Team Leadership
KPI & SLA Ownership
Performance & Quality
Performance Management
Quality Improvement
Customer Experience
Omnichannel Support
Strategy & Operations
Reporting & Analytics
Process Management
Change Management
Vendor & Client Relations
Technology & Tools
Salesforce
Zendesk
NICE
WFM Tools
Avaya
Five9
RingCentral
AI QA Automation
Chatbots
LMS Platforms
Google Workspace
Microsoft Office
Google Project Management Certificate