Position: Operations Manager | Project Coordinator | Project Manager
Category: Project Manager
Experience: 11 years | English: fluent

• Supervised and optimized the workflow of the remote customer service team.
• Integrated Zendesk platform to improve customer experience and streamline operations.
• Overseen the outsourcing of tier 1 customer support to a third party service provider.
• Optimized team performance and fostered effective collaboration with outsourcing partners.
• Developed duty statements, SOPs, training manuals, scripts and templates to ensure standardized and efficient processes.
• Implemented KPIs, metrics and reports to streamline daily operations.
• Hired, onboarded and trained over 50+ employees throughout the career.
• Planned and managed the execution of technical tasks for website re-design and internal CRM development.
• Implemented a loyalty program for customer retention.
Highly motivated and results-driven Project & Operations Manager with a proven track record in managing projects, optimizing workflows and improving business process efficiency. Passionate about driving operational success and optimizing customer experiences.

With over 10 years in leadership and team management, I have successfully led cross-functional teams, overseeing various aspects of operations and fostering a productive work environment. I possess excellent organizational and problem-solving skills, leadership abilities, entrepreneurial spirit and customer-centric mindset, which drive me to excel in every role I undertake and deliver exceptional results. 

Skills and Competencies: 

• Operational efficiency
• Workflow management
• Project management
• Performance management
• Cross-functional team work
• Analytical mindset and design thinking
• Strong communication and presentation skills
• Business acumen
• Proficient in using Jira, ClickUp, Google Workspace

Experience:

In my most recent position as the QA Analyst:

• Optimized the workflow and improved productivity of a remote voice support team by documenting SOP's, training manuals and scripts.
• Facilitated a standardized customer service experience through team mentoring, concurrently augmenting team's product knowledge.
• Successfully implemented KPIs, metrics, and reports for quality assurance and performance evaluation programs, leading to enhanced customer satisfaction and loyalty.

While working as Head of Operations:

• Planned, coordinated and successfully delivered the development and implementation of the internal CRM ecosystem, leading to streamlined operations and improved efficiency.
• Integrated Zendesk platform, leading to reduced response times, fewer escalations,  optimized customer service workflows and improved customer retention rates.
• Orchestrated the outsourcing of tier 1 customer support to a third-party service provider, optimizing resources and reducing operational costs.
• Facilitated seamless collaboration between in-house and outsourced staff, showcasing strong team management skills.

While working as Head of Marketing & Sales:

• Spearheaded business and marketing strategy development, maintained robust business relationships with stakeholders, fostering effective communication and cooperation.
• Orchestrated website development, content creation and PPC advertising; attained top Google rankings through SEO optimization and strategic digital initiatives.