Fiona Reginald Williams

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.

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%

MBA - Symbiosis Business School (2023 - 2025)

B.Com - St. Mary's Centenary Degree College (2022)