Skills
Sales master, Cold calling, Operations management
About
With over 11 years of progressive experience in customer service, quality assurance, operations leadership, and sales growth, I have developed a proven ability to drive performance, lead high-impact teams, and deliver measurable business results. At Concentrix, I led a team of 54 agents, achieving a 25% improvement in operational efficiency within six months. Through workflow optimization and targeted coaching, I reduced AHT by 18%, improved FCR by 22%, and maintained a 92% CSAT score. I also played a key role in recruitment, performance management, and agent development, leading to a 15% reduction in attrition.
My role at the Community Development Authority further strengthened my customer-centric mindset and attention to service quality. I provided frontline support to citizens while also managing QA responsibilities—evaluating interactions, identifying service gaps, and helping improve team performance through feedback and training.
As a Sales Growth Manager at Connect Resources, I drove strategic business development initiatives and expanded client acquisition pipelines, contributing to sustained revenue growth. My ability to analyze market trends, craft tailored solutions, and build strong client relationships helped position the company as a trusted partner in a competitive landscape.
What ties all of my roles together is a passion for creating systems and teams that perform at their best—whether through service excellence, operational leadership, or revenue growth. I’m now excited to bring this experience into a dynamic and growth-focused environment, where I can contribute to meaningful impact.
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