Fiona Reginald Williams
Operations Leader with 4+ years of experience in BPO and technical support
Secunderabad, Ranga ReddyMember since January 18, 2026
Operations Strategy & ExecutionTeam Leadership (Team Leads + Agents)KPI Management (SLA, AHT, FCR, NPS)Process Improvement & AutomationEscalation & Stakeholder ManagementWorkforce Planning & OptimizationCustomer Experience (CX) EnhancementData Analysis & Performance Reporting
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About
Operations Leader with 4+ years of experience driving performance in high-volume BPO and technical support environments. Currently managing multi-layered teams (5 Team Leaders and 60+ associates) with end-to-end ownership of service delivery, KPI performance, and customer experience. Proven ability to transform underperforming teams, optimize processes, and deliver measurable impact across SLA, AHT, FCR, and NPS.
Experience
Assistant Manager – Operations - Concentrix
(2025-07)
- Lead 5 Team Leaders and 60+ associates
- Drive SLA, AHT, FCR, NPS performance
- Handle escalations and process improvements
Team Leader – Technical Support - VXI
(2023-09)
- Managed 15 agents
- Reduced escalations by ~15%
- Improved productivity by ~20%
Team Leader – Operations - Foundever
(2020-07 - 2023-09)
- Managed 30+ associates
- Improved quality scores by ~10%
- Reduced repeat contacts by ~18%
Education
MBA - Symbiosis Business School (2023 - 2025)
B.Com - St. Mary's Centenary Degree College (2022)
