OPERATIONS MANAGER

Jan 2025 - Present

Lead a team supporting a tax services client in a fully remote environment. Manage operations across quality, productivity, and SLA performance metrics. Support a multi-agent model (Human + AI) to optimize service delivery and efficiency. Oversee daily operations, performance tracking, and reporting to stakeholders. Collaborate with cross-functional teams to improve workflows and scale operations.

CLIENT SUCCESS MANAGER

Jan 2024 - Jan 2025

Own and manage a diverse portfolio of high-value enterprise clients across the US, UK, and Canada. Collaborate cross-functionally to analyze client needs, optimize processes, and drive revenue growth. Act as the primary point of contact, resolving escalations and ensuring customer satisfaction. Implement AI-driven strategies to improve customer experience and retention rates.

SENIOR OPERATIONS MANAGER

Jan 2023 - Jan 2024

Managed operations supporting international student applications for Australia, New Zealand, and Canada. Led end-to-end process management, ensuring smooth and efficient application handling. Developed strategies to improve customer experience, operational efficiency, and compliance. Coordinated with international education partners to streamline application approvals.

SENIOR OPERATIONS MANAGER

Jan 2021 - Jan 2023

Led 400+ FTEs in a high-volume customer support operation, ensuring adherence to SLAs and business KPIs. Drove improvements in CSAT/NPS and service levels through performance analytics and coaching programs. Developed cost-reduction strategies, increasing operational efficiency and maintaining service excellence.

IMPLEMENTATIONS MANAGER

Jan 2020 - Jan 2021

Led end-to-end implementations for new client accounts, ensuring seamless transition and operational readiness. Managed cross-functional teams to execute migrations efficiently, reducing ramp-up time by 30%. Designed and executed process workflows, optimizing productivity and service delivery.

ACCOUNT/OPERATIONS MANAGER

Jan 2012 - Jan 2020

Oversaw multi-million dollar global accounts, strengthening client relationships and expanding business opportunities. Negotiated contract renewals and service agreements, driving account growth and profitability. Conducted business reviews, identifying opportunities for service enhancements and innovation.