Associate Manager – Account Management - Sutherland Global Services
(2023-11)
- Lead a high-performance team of 15 people, managing daily performance and service delivery while maintaining an attrition target below 6%.
- Improved call quality and maintained performance above 98% for the past 4 months through coaching, monitoring and targeted action plans.
- Implemented productivity and service strategies that increased customer satisfaction by 20%.
- Support operational decision-making, performance reviews, issue resolution and team development in a high-volume environment.
New Hire Leadership - Sutherland Global Services
(2023-08 - 2023-11)
- Delivered training programs for new-hire agents covering customer service, communication, conflict resolution and problem-solving.
- Conducted group and one-to-one training, personalized feedback and coaching to support employee performance and KPI achievement.
- Supported consistent operational knowledge and service standards during onboarding.
Quality Analyst - Sutherland Global Services
(2020-05 - 2023-08)
- Audited 10–15 calls daily per agent and performed root-cause analysis to create action plans with team leaders.
- Achieved 95% of the total score in weekly quality audits by identifying service gaps and supporting corrective actions.
- Conducted external calibrations with clients to identify opportunities and cascade updates to the operation team.
- Supported consistent quality standards, documentation and performance across the operation.
Bilingual Customer Service Representative - Sitel (Funder was new name)
(2017-08 - 2019-12)
- Handled English-language customer calls, troubleshooting and follow-up activities while meeting quality and protection standards.
- Created customer-specific programs, supported process adherence and assisted the direct leader with feedback and new-hire guidance.
- Provided floor support and performed leadership backup duties as needed.
