●Studied the methods, procedures, and characteristics of a department with the objective of designing KPIs and OKRs based on the current needs of the process and department. ●Designed OKRs and KPIs for every team. ●Followed up on compliance. ●Built and Update OKR framework Documentation.

●Strategically led call center operations, executing action plans and follow-up to meet and exceed product KPIs and client expectations. ●Developed action and follow-up plans to ensure agent opportunities were addressed and resolved. ●Worked alongside HR, Recruitment, IT, Quality, Training and General Services to guarantee project implementations and executions of action plans. ●Worked toward process optimization, managed costs and efficiency of the daily operations and BAU activities. ●Reduced duplicity of functions and efficiently delegate tasks as part of a skills development program that would allow any team member to rise to the next level and undertake a managerial position. ●Reported directly to the Site Director and maintained open communications with leadership and clients about Line of Business performance, trends and expectations.

●Led team of Quality and Training staff to strategically drive and meet product KPIs and client expectations from a client experience and quality compliance perspective. ●Coordinated new hire training, project implementation and performance improvement plans. ●Reported to site Director and maintained open weekly and monthly communications with the client about overall performance and trends.

●Led team of analysts strategically to meet product Quality and Training KPIs and client expectations. ●Developed action and follow up plans to ensure agent and product opportunities were addressed and resolved. ●Worked with process optimization, managed Voice Of the Customer (VOC) metrics and developed action plans that included focused follow up by a specialized coach. ●Developed a systematization (and start up manual) of the Quality and Training and Quality Analyst positions.

●Led a group of representatives and worked as part of a team with the operations staff and management to ensure we met the operations and management KPIs. ●Managed personnel, staffing and schedule adherence and improved the follow up process and execution efficiency. ●Handled and resolved escalations with and by the client. ●Developed a systematization (and start up manual) of the Operations Supervisor position.