IT Manager

May 2025 - Apr 2026

Assessed and optimized IT infrastructure for performance, security, and scalability. Identified gaps and recommended system upgrades aligned with business needs. Led deployment of new tools, platforms, and security solutions. Oversaw IT helpdesk operations and Tier 2/3 support.

Operations Manager & IT Manager

Jan 2019 - May 2025

Directed day-to-day contact center operations and staffing requirements. Ensured execution of client directives and operational updates. Managed team leader performance through coaching and analytics. Handled client escalations, conducted root cause analysis, and implemented action plans. Led continuous improvement initiatives across operations and IT.

Voice & Chat Support Team Leader

Jul 2015 - Jan 2019

Led frontline agents supporting voice and chat channels. Tracked and analyzed team KPIs and performance trends. Delivered coaching, engagement initiatives, and performance plans.

Operations Management Desk Analyst

May 2014 - Jul 2015

Produced operational reports and analytics for leadership. Supported forecasting, scheduling, and service level management.

Product Trainer

Nov 2013 - Mar 2014

Conducted new hire training and performance-based refresher sessions.

Quality Assurance Coordinator

May 2012 - Oct 2013

Delivered QA evaluations, coaching, and calibration support. Conducted root cause analysis and quality improvement initiatives.

Technical Support Representative

May 2008 - Jun 2012

Provided voice and chat technical support. Supported escalations and peer mentoring.

Supervisor / Coordinator

Nov 2003 - Feb 2005

Supervised production operations and manpower allocation.