Provided training in Operations Management, Agile Project Management, and Applied AI. Designed and structured SOPs, QA frameworks, and operational documentation. Applied AI tools to optimize workflows, automate tasks, and support data analysis. Built KPI tracking systems and dashboards for performance monitoring. Implemented process improvements in real-world environments, focusing on efficiency and CX.

Led cross-functional teams (20+ people) of analysts, auditors, moderators, and quality controllers to achieve operational and project-based objectives. Managed initiatives involving data analysis, relevancy evaluation, and market research. Developed KPI dashboards for performance monitoring, deliverable tracking, and risk identification. Designed and established initial operational frameworks, centralizing technical and operational documentation (SOPs) to enable standardization for the quality team. Led the creation of knowledge transfer systems and training manuals that reduced the learning curve (ramp-up) for new moderators and auditors. Collaborated with PMO, onboarding, qualification, and engineering teams to align project scope, timelines, and deliverables. Prepared and presented insights during Quarterly Business Reviews (QBRs) to senior stakeholders. Standardized HubSpot operational workflows, achieving a 70% reduction in the ticket backlog (from 1,000 to 300 open tickets) within 30 days. Spearheaded team coordination for specialized ticket handling and implemented standardized response frameworks integrated with internal Quality Assurance (QA) procedures to ensure rapid resolution and efficient escalation. Scaled the auditing team by achieving a 400% increase in promoted personnel, growing from 16 to 80 auditors within one year. Spearheaded the standardization of selection and onboarding workflows, reducing lead time by 50% (from 30 to 15 days) across selection, client approval, and onboarding phases.

Supervised customer experience and brand-expert teams (20+ people), ensuring service quality and KPI achievement. Managed performance metrics, coaching strategies, and process improvement initiatives. Coordinated daily operations and cross-functional communication to meet service objectives. Supported CX optimization through data-driven insights and reporting. Led process optimization through Root Cause Analysis (RCA), increasing approved and implemented process changes from 30 to 131 cases over two years. This reflected a 53% growth in the first year and an 185% surge in the second, demonstrating a strong ability to identify operational gaps and execute scalable corrective actions.

Performed data analysis and reporting to support operational and business decisions. Identified performance gaps and improvement opportunities in customer experience processes. Reduced AHT by 40% through root cause analysis based on data segmentation and interaction auditing, optimizing processes without compromising quality standards while increasing Customer Satisfaction (CSAT).

Conducted quality audits and evaluations of service interactions. Supported improvement initiatives through structured feedback.