Skills
Office and Administration > Quality Assurance
10+ Years
- Customer Service
10+ Years
● Project Management
5-10 Years
Coaching and Mentoring
10+ Years
Englisg Communication skills verbal and written
10+ Years
Lean Six Sigma
5-10 Years
Management
10+ Years
Auditing
5-10 Years
Process Optimization
10+ Years
Escalation Management
5-10 Years
Team Leadership
5-10 Years
Communication
10+ Years
Analytics
Less than 6 Months
Performance Management
2-5 Years
Human Resources > HR Management > Administrative Works > Operations Management
2-5 Years
Experience highlights
Operations Manager
Telus
·
May/2025
–
/
Oversee multi-channel customer support operations for FinTech program. Lead operational leaders and manage team performance. Applied Lean Six Sigma frameworks for continuous improvement and deployed standardized interaction flows with specialized coaching.
Project Management Analyst
Accenture Inc
·
January/2024
–
Present
Developed comprehensive project documentation and identified early risks with mitigation plans. Conducted internal audits (ISO14001, ISO45001). Improved team efficiency by 12% and maintained 92% stakeholder satisfaction rating.
Escalations Manager
Bruntwork
·
November/2022
–
Present
Managed customer escalations achieving 95% satisfaction rating. Reduced escalations by 10% through proactive measures and improved resolution time by 15%. Implemented training programs for handling challenging situations.
Master Coaching Mentor
Ubiquity Global Services
·
July/2022
–
Present
Mentored Team Leads through real-time feedback and coaching sessions. Achieved 10% reduction in absenteeism, 10% increase in engagement, and 15% improvement in coaching effectiveness over 3-month program.
Cold Caller and Customer Service Support
Independent Contractor
·
March/2022
–
Present
Achieved daily call quotas through effective time management. Delivered persuasive cold call scripts tailored to prospects and reduced lead response times through prompt follow-up activities.
