Operations Support Analyst / Driver Support Specialist - SKIPCART / 7-ELEVEN - Dallas, Texas
(2023-01 - 2026-01)
- Monitored and optimized delivery-system configurations to improve operational efficiency and support 95%+ on-time delivery performance.
- Analyzed delivery market health, productivity metrics, and financial reports to identify trends and improve operational decision-making.
- Coordinated high-volume delivery transactions across multiple regions while maintaining SLA compliance and defect-free deliveries.
- Led process-improvement initiatives and updated operational SOPs, contributing to improved workflow efficiency and reduced escalations.
- Supported driver operations through real-time issue resolution, coaching, and navigation assistance, improving driver acceptance and completion rates by up to 20%.
- Reviewed claims and escalations to ensure timely lifecycle resolution and improved customer experience.
- Conducted quality audits of customer interactions, helping improve customer satisfaction and support consistency.
- Trained and coached driver support advisors on policies, systems, and customer service best practices.
- Proactively analyzed operational reporting to identify emerging issues and performance improvement opportunities.
- Delivered operational insights and presentations to leadership and cross-functional teams.
Assistant Store Manager - 7-ELEVEN FRANCHISE - RAMAS 2 INC. - McKinney, Texas
(2023-01 - 2023-01)
- Coordinated daily store operations to improve efficiency, profitability, and customer satisfaction.
- Resolved customer complaints and escalations while maintaining high customer service standards.
- Assisted in implementing sales and customer loyalty strategies that improved overall customer experience.
- Supported inventory, pricing, compliance, and operational audits to ensure adherence to company standards.
- Analyzed sales performance and market trends to identify growth opportunities and improve operational effectiveness.
Call Center Operations Manager - RIA SIKHONA MONEY TRANSFERS - California
(2018-01 - 2022-01)
- Managed end-to-end call center operations, implementing strategies and systems that improved service delivery and operational efficiency.
- Led workforce planning and scheduling processes, ensuring optimal staffing levels and achievement of daily service targets.
- Directed quality assurance initiatives and implemented operational policies that improved service consistency and customer experience.
- Improved operational escalations by 20%+ through proactive issue resolution, coaching, and process enhancements.
- Prepared executive workforce and performance reports, providing operational insights and staffing projections.
- Established statistical reporting and KPI tracking systems to monitor agent performance and ensure SLA compliance.
- Ensured completion of quality reviews for all agents while maintaining high performance standards.
- Facilitated incentive programs that increased employee engagement and quality performance.
- Collaborated with cross-functional teams to reduce costs and improve customer satisfaction.
- Developed evaluation tools, audit forms, and quality-control materials for customer-facing teams.
- Successfully established and scaled call center systems, processes, and operational workflows.
- Built strong relationships with global compliance teams to accelerate customer-service and compliance issue resolution.
Customer Experience Team Lead - ZOONA
(2017-01 - 2018-01)
- Coached and guided entrepreneurs and agents to improve operational performance and business growth.
- Managed monthly budgets and identified cost-saving opportunities while maintaining operational effectiveness.
- Conducted monthly performance reviews, audits, and site visitations to ensure SLA compliance and operational standards.
- Supported onboarding, performance management, and relationship management initiatives across multiple agent locations.
- Worked collaboratively with teams to implement customer experience improvements and share operational best practices.
Team Leader - CAPFIN PTY LTD
(2010-01 - 2017-01)
- Supervised and coached a team of 15–20 customer service agents in a high-volume contact center environment.
- Improved operational performance by monitoring BI reports and conducting daily, weekly, and monthly performance reviews.
- Maintained departmental targets including 90%+ answer rate, average call waiting time of 20 seconds, and quality scores of 4/5.
- Managed workforce planning functions including attendance, adherence, forecasting, planning, and scheduling.
- Led escalation handling and customer complaint resolution while improving customer satisfaction outcomes.
- Conducted performance management, coaching, and employee engagement initiatives to improve team productivity.
- Managed HR- and IR-related matters, attendance tracking, and return-to-work discussions.
- Oversaw incentive programs and KPI/KPA development to drive accountability and performance improvement.
TSA (Team Support Agent) - CAPFIN PTY LTD
(2010-01 - 2017-01)
- Managed and supported a team of 15–20 customer service agents while monitoring operational performance and service levels.
- Conducted coaching, workforce management, escalation handling, and performance improvement initiatives.
Sales Team Lead - ESSENTIAL MOBILE
(2010-01 - 2011-01)
Sales Executive - MANGO 5
(2009-01 - 2010-01)
International Corporate Sales Executive - THE BUSINESS ZONE
(2007-01 - 2009-01)
