Senior Operations Manager | Operations Director | Lean Six Sigma Yellow Belt | O

Operations Management Business Operations Strategic Planning & Execution Process Improvement & Optimization Service Delivery Management

My business development experience spans both B2B and B2C environments, with a strong focus on lead generation, client retention, sales strategy, and cross-functional collaboration. Key Areas of Expertise: ✅ Sales Strategy & Execution – Developing and implementing targeted outreach campaigns, sales scripts, and conversion funnels. ✅ Lead Generation & Prospecting – Identifying high-value opportunities through inbound and outbound strategies. ✅ Client Acquisition & Retention – Building trust-based relationships with decision-makers, securing new contracts, and maintaining long-term partnerships. ✅ Market & Competitor Analysis – Researching market trends to position services effectively and stay ahead of competitors. ✅ Collaboration with Operations & Marketing – Aligning business development efforts with service delivery and promotional campaigns to drive growth. ✅ Performance Metrics & Reporting – Using tools like CRM and Excel to track pipeline activity, sales targets, and conversion rates.

I specialize in end-to-end operations leadership, including HR & recruitment, billing & financial oversight, and performance management, ensuring seamless day-to-day execution and strategic alignment. Key Strengths & Expertise: ✅ Strategic Operations Management – Driving process improvements, building SOPs, and scaling operations to meet business goals. ✅ Team Leadership & Staff Development – Managing teams of 20–70+ employees with a focus on engagement, performance, and coaching. ✅ HR & Recruitment – Hiring, onboarding, workforce planning, and handling employee relations with a strong focus on retention and culture. ✅ Billing & Financial Management – Overseeing billing processes, ensuring accuracy in invoicing, resolving discrepancies, and supporting budgeting and financial reporting. ✅ Process Improvement & QA – Streamlining workflows to boost productivity, reduce errors, and enhance service delivery. ✅ Client & Account Management – Maintaining strong client relationships, addressing concerns, and ensuring service excellence. ✅ Customer Service & Sales Operations – Leading customer support and sales teams to achieve revenue goals and maintain high satisfaction levels. ✅ Data Analysis & Reporting – Leveraging Excel and CRM tools to monitor KPIs, generate insights, and drive informed decision-making. I bring a hands-on, solutions-driven approach with a passion for creating high-impact teams and scalable systems. My goal is always to align operations with business objectives, improve the bottom line, and foster a culture of continuous improvement.

KPI Management > SLA Management > CSAT Optimization > AHT Reduction > Performance Management > Workflow Optimization > Process Automation > Operational Efficiency > SOP Development

Customer Experience (CX) Customer Support Operations Account Management Client Success

Expert in process improvement with a focus on analyzing workflows, identifying inefficiencies, and implementing strategies to enhance productivity and quality. Proven ability to drive operational excellence through innovative solutions and continuous optimization of processes.

Team Leadership (50–100+ FTE) Recruitment & Talent Development Leadership Coaching Performance Coaching

Salesforce CRM Workforce Management (NICE, UContact, RingCentral) CRM Systems (Traumasoft, TransMedic) Reporting & Data Analysis (Excel, Google Sheets)