Results-driven Business Administrator with over 5 years of comprehensive experience in operational leadership, team management, and customer experience optimization within high-volume, bilingual (BPO) environments. Proven capacity to translate data analysis into actionable strategies, driving efficiency and metric achievement.
Operational Excellence & Agility: Expert in managing and consistently surpassing critical BPO KPIs (AHT, CSAT, Adherence) for teams of up to 22 to 25 agents. Highly skilled in Business Process Re-engineering (BPR) and Change Management.
Strategic Leadership & Talent: Recognized for maintaining highly motivated, high-performing teams through Bilingual Talent Development & Coaching, and successfully leading administrative planning in public sector roles.
Data-Driven Management: Proficient in leveraging tools like Power BI and Tableau to build Executive Performance Dashboards and conduct Data Storytelling that translates complex analysis into actionable business strategy.
Cross-Functional Acumen: Combines a strong operational background with expertise in Cross-Functional Stakeholder Management and Workforce Planning.More...