Oversaw day-to-day service delivery across multiple programs, aligning supervisors, staffing, KPIs, deadlines, and customer experience expectations. Maintained visibility across workflows, program performance, client priorities, and operational risks through KPI reporting and follow-up routines. Scaled a growing support program from 13 to 42+ agents while maintaining service levels above target and improving KPI adherence by 15-25%. Led hiring, onboarding, scheduling, and performance coaching so team capacity supported business demand and service quality. Used root-cause analysis, action plans, and trend reviews to improve service delivery consistency and issue resolution.

Managed three client programs, including ADT home security support, leading 6 supervisors and 75 agents across service delivery operations. Owned staffing, team capacity, KPI delivery, client communication, escalations, and operational readiness across multiple accounts. Reduced escalations by 20% through proactive client communication, stronger issue resolution, and root-cause performance management. Delivered WBR/MBR-style reporting and converted client priorities, service trends, and KPI data into clear action items for internal teams.

Led global service delivery for Life is Good, coordinating 90 agents across the U.S., Dominican Republic, India, and the Philippines. Coordinated onshore and offshore teams to align workflows, service standards, client deliverables, and operational priorities. Built SOPs and training frameworks from operational trends to improve onboarding, process adoption, and consistency across regions. Defined KPIs, milestones, budget expectations, and operational updates for internal and client stakeholders.

Supervised 25 agents, managing daily service execution, attendance, scheduling, coaching, weekly performance reviews, and escalations. Supported hiring, onboarding, and schedule coordination while improving quality and adherence metrics by 15%+ through coaching and process adjustments. Scheduled medical exams through inbound support while meeting targets for AHT, adherence, quality, and appointment volume.

Led hybrid support operations for Sprint, now T-Mobile, across DR and U.S. teams totaling 105 agents. Managed remote U.S.-based team coordination while supporting local DR operations, ensuring alignment on service delivery and expectations. Served as a communication bridge between leadership, frontline teams, and operational stakeholders to resolve issues and clarify priorities. Drove AHT, SLA, attendance, productivity, customer satisfaction, and schedule adherence through coaching, reporting, and follow-up.

Owned Samsung client support operations across DR and Canada, supporting U.S. and Mexico markets through on-site and remote teams. Scaled operations from 30 to 147 agents while maintaining performance stability, customer experience standards, and multi-region alignment. Built Samsung SOPs, LMS training courses, knowledge resources, and a Level 2 escalation team to improve consistency and service quality. Managed scheduling, payroll support, staffing controls, performance reporting, and continuity planning during staffing and demand changes.