Operations Supervisor

Feb 2024 - Jan 2025

Managed daily operations for a UK and US-based Amazon arbitrage business. Led a remote team by assigning tasks, tracking deliverables, and mentoring junior staff. Played a key role in business continuity planning, volume management, and KPI monitoring.

Operations Manager

Jan 2022 - Feb 2023

Directed multiple teams servicing a global travel platform with a focus on customer experience and operational metrics. Partnered with client stakeholders to optimize process performance, agent utilization, and service levels. Developed leaders and succession planning strategies across the team.

Operations Supervisor

Nov 2019 - Jan 2022

Supervised a high-performing team for a major US telecom client, focusing on technical and order entry support. Analyzed data trends to identify performance gaps and coached agents accordingly. Led root cause analyses and implemented improvement initiatives.

Cluster Head (Manager in Training)

May 2018 - Nov 2019

Mentored and managed multiple team leaders and their teams under a cable telecom account in the US. Handled leadership escalations, reporting, and operations meetings. Prepared to transition into a full operations manager role by driving team KPIs and compliance standards.

Operations Supervisor

Dec 2017 - May 2018

Led frontline support for cable telecom services, focusing on accuracy and turnaround times. Streamlined processes to improve productivity and team engagement.

Cluster Head (Manager in Training)

Jul 2017 - Dec 2017

Oversaw multiple teams and supported operations managers in training, reporting, and coaching activities. Drove initiatives to boost quality and customer satisfaction for a cable services client.

Intraday Supervisor (WFM)

Jan 2014 - Jul 2017

Led real-time management for staffing, service levels, and interval-level efficiency. Supported communication between operations and workforce teams for daily execution.

WFM Coordinator – Intraday

Jan 2012 - Jan 2014

Provided intraday reporting and queue management across several campaigns. Maintained close contact with operations for reactive schedule adjustments.

Intern Floor Coordinator (WFM)

Jan 2011 - Jan 2012

Supported WFM activities including adherence tracking and live queue management. Developed foundational knowledge in workforce tools and processes.

Technical Support Representative

Oct 2010 - Jan 2011

Handled internet and technical issues for Time Warner Cable customers with high resolution rates. Maintained compliance with quality and productivity metrics.

Assistant Team Leader / SME

Jan 2009 - Oct 2010

Provided support to team leaders and served as a subject matter expert. Facilitated floor support, training, and upskilling of agents.

Customer Service Representative

Jan 2008 - Jan 2009

Delivered customer support via voice channel with focus on first call resolution.

Technical Support Representative

Apr 2007 - Jan 2008

Troubleshot customer issues for various telecommunications services.