Profile Summary

Detail-oriented and dependable professional with a solid foundation in executive support, backed by a proven ability to streamline workflows and improve team efficiency. Skilled in managing multiple priorities with discretion and precision, delivering high-quality outputs in fast-paced, client-facing environments. Known for being resourceful, adaptable, and solutions oriented. Able to anticipate needs, take initiative, and maintain a high level of professionalism in all tasks.

Professional Experience

August 2024 - March 2025

TP - Specialized Services Manager

Developed toolkits and conducted workshops to improve management capabilities.
Partnered with delivery teams for seamless rollout of tools and addressed process gaps.
Designed dashboards for tracking KPIs, coaching trends, and compliance metrics.
Collaborated with the Client Success Manager to design and execute monthly engagement initiatives aimed at boosting team morale, participation, and overall client satisfaction.

March 2024 - August 2024

TP - Operational Excellence Manager

Handled critical reports and audit documentation with accuracy and confidentiality.
Performed administrative and reporting tasks, including the creation of an action log to monitor daily activities and assigned responsibilities.
Maintained the People-in-Pipeline tracker to support workforce planning and leadership development efforts.
Coordinated with Operations to ensure succession plans were properly documented, aligned, and executed effectively.

October 2023 - March 2024

TP - Trainer

Trained new hires on best practices to reduce process gaps and enhance operational efficiency.
Facilitated onboarding and skills training for over 100 employees, resulting in improved performance and faster ramp-up time.
Ensured all training data and documentation were securely maintained to support compliance and audit readiness.
Streamlined knowledge transfer processes to support continuous learning and long-term employee development.

May 2023 - October 2023

TP - Nesting Supervisor

Training new team members and providing onboarding support.
Supervised new hires’ transition post-training; ensured KPI alignment and productivity.
Delivered targeted coaching and feedback, improving performance and compliance.

October 2021 - May 2023

TP - Mentor

Guided 11+ training classes with 15+ agents each, improving engagement and readiness.
Designed performance-based incentive programs to enhance learning outcomes.
Supported team KPI achievement through one-on-one coaching.

September 2020 - October 2021

TP - Customer Service Representative

Assisted customers with billing, promotions, and product inquiries.
Promoted savings plans and service options to increase satisfaction.
Handled customer escalations with professionalism and empathy, ensuring timely resolution and maintaining client satisfaction.