Brand & Operations Manager (Independent Contractor)

Jan 2026 - Present

Manage end-to-end operations for 16 brand accounts on Amazon, overseeing a cross-functional team and driving performance across SEO, PPC, content, and seller operations. Act as primary decision-maker and escalation point for operational issues. Conduct data-driven market and competitor analysis to identify gaps and growth opportunities, translating findings into structured action plans.

Operations Manager

Sep 2023 - Jan 2026

Owned end-to-end performance for multiple lines of business supporting a major US home security brand, accountable for FCR, CSAT, quality, and backlog health across Tier 2 & Tier 3 voice and non-voice channels. Led and developed second-line leaders overseeing 30–150+ Customer Service Representatives.

Team Leader — Financial Technology & Digital Services

May 2021 - Sep 2023

Led a team of Customer Service Representatives in a high-volume digital services environment, managing performance against KPIs including AHT, SNPS, Quality Audit, and FCR. Used weekly performance data to proactively identify agent-level gaps, diagnose root causes, and intervene before metrics missed.

Team Leader — Customer Service

Nov 2020 - May 2021

Managed multi-channel customer service operations across Consumer Support, Merchant Marketplace, and Outbound Sales; accountable for KPI attainment, quality compliance, scheduling, and team development. Promoted from frontline CSR to Team Leader within 17 months based on sustained high performance and demonstrated operational instinct.

Customer Service Representative

Jun 2019 - Nov 2020

Delivered front-line support across voice and non-voice channels consistently meeting quality and CSAT targets; built institutional knowledge that accelerated promotion to Team Leader.

Technical Support Representative

Apr 2016 - May 2019

Provided Tier 1 & Tier 2 inbound contact center support for a high-volume US telecoms client; served as SME for advanced queues and peer training across 24/7 rotating shift schedules.