Summary of Career

1. Senior Manager - Operations - – April 2016 - January 2020 - Provides coverage for Plant Manager, Deputy Plant Manager, Maintenance Manager while working in rotation duty cycles  Enforce development of supervisor team to including establishing performance expectations, training, coaching, and performance appraisals  Manages Client Relations Management and other Supervisory staff and oversees the development and administration of training and development programs  Execute short- and long-te

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2. Operations Manager – September 2014 - April 2016 - Manage a team of 8 with 80 Client Relations and client service associates, give work assignments and regularly evaluate employee performance  Receive and approve weekly timesheets and run bi-monthly payroll  Meet with other operation managers monthly to ensure all staffs is being effectively trained and properly utilized  Collaborate with other operations managers to reassign employees for coverage as needed.

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3. Operations Business Development Manager – Jan 2020 – 2022 - Overhauled existing employee onboarding processes resulting in an increase in performance of 30% in the average employee’s first three months.  Oversaw the development of more robust reporting for the customer support team, which improved customer by 25% year over year.  Created a coaching strategy for sales development representatives leading to a new business performance that was 20% above plan for 2021.  Reduced overall headco

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4. Team Leader –Client Relations – March 2012 – 2014 September - Manage a team of 20 Client Relations Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded  Manage team performance and responsible for the overall development of the team  Manage and strengthen Client Relationship  Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools  Reduced customer service and billing

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5. Public Relations Executive – 2008 - 2012  Reduced customer service and billing complaints by 11% within the first year, by exchanging merchandise, refunding and adjusting bills in a timely, efficient manner.  Helped large volume of customers every day with ‘’positive attitude’’ and focus on customer satisfaction.  Resolve customer complaints quickly and effectively

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6. Customer relationship Management

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7. Supervision

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8. Operations Management

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9. Team Player

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10. Leadership skill

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