Experience

• 

  Sykes

  Mar 2007 - Jul 2023

  Primarily responsible in communicating client and company goals to the team and ensure that everyone is on the right direction by managing performance, setting clear guidance and providing priorities. Managed and led a team of 20 to 38 agents depending on the support. Coached team members to help improve performance and deliver expectations on skills required by the client and company. Gave positive and constructive feedback to ensure the right skills and behaviors are exhibited in their interactions. Also, responsible for consequence management, delivers disciplinary actions with coaching on how to improve moving forward. Show less

  • Senior Operations Manager

    Dec 2021 - Jul 2023

  • Implementations Manager

    Jan 2021 - Nov 2021

  • Operations Manager

    Sept 2011 - Jan 2021

  • Customer Service Team Lead

    Mar 2007 - Sept 2011