Serve as the central operational "Control Tower," managing end-to-end client communication, onboarding, and workflow execution across tax and accounting teams. Manage TaxDome pipeline architecture to ensure 100% visibility over task ownership, deadlines, proposals, and invoicing. Deliver high-touch client engagement by leading weekly account updates, meeting recaps, and maintaining a strict 4-hour SLA response standard. Drive compliance and execution for critical client milestones, including engagement letters and e-signature authorizations.

Led the ramp-up and operational stabilization of a new business line as the first assigned supervisor, managing recruitment and strategic headcount planning. Administered financial analysis and budget projections (triage), ensuring compliance with profitability goals against corporate client expectations. Designed and implemented the Team Leader Developmental Program, a structured initiative focused on training and developing leadership skills for future supervisors. Maintained constant and direct communication with key stakeholders, achieving outstanding performance indicators for the account.

Led the ramp-up and operational stabilization of a new FinTech business line as the primary supervisor, overseeing strategic headcount planning and recruitment. Managed financial analysis, triage, and budget projections to ensure strict compliance with client profitability goals.

Handled customer inquiries, account reviews, and online banking support via Customer Connect and Avaya using consultative service methodologies.

Operations & Project Leadership (2021-2022): Directed, developed, and mentored a team of agents as a Team Leader, ensuring compliance with operational and quality KPIs while managing personnel payroll processes via Workday. Designed and executed action plans that achieved outstanding retention (attrition) and employee satisfaction (pulse check) scores. Strategic & Process Initiatives (2022): Led the implementation of account-level strategic projects, including the pilot for integrating conversation cues into live calls, designing internal operational tools, and structuring standardized call flows to optimize product cross-selling, while executing initiatives to reduce shrinkage and maximize revenue. Customer Service Representative (2020): Managed customer inquiries, account reviews, and online banking support via Customer Connect and Avaya, applying advanced service methodologies (acknowledgement, ownership, positive positioning) and needs-based consultative selling.

Directed and mentored a team of agents, maintaining strict operational KPIs, payroll administration via Workday, and industry-leading attrition/employee satisfaction scores. Spearheaded account-level strategic initiatives, including conversation-cue pilots, custom operational tools, and standardized call flows to optimize product cross-selling and reduce shrinkage.

Provided technical support for home audio and display hardware using Salesforce and knowledge bases to resolve complex user issues.