People Operations Leader
Experienced Tier 3 Supervisor and team leader specializing in escalation management, workforce development, and performance coaching. Reduced attrition down to 14% and lifted FCR by 18% and CSAT by 12% through targeted smart goal coaching and hands-on leadership.
What I Do
- Build scalable onboarding & training programs
- Coach teams to consistent QA and customer-first interaction resolution
- Strengthen retention, scheduling, and workforce planning
Key Results
87%
First Interaction Resolution
Maintained high FCR while leading 14-agent team within an advanced technical escalation department that handles 1,000+ cases daily
+18%
FCR Improvement
Increased first-call resolution through refined QA scorecards and call-pattern analysis
+12%
CSAT Improvement
Boosted customer satisfaction through targeted coaching and knowledge base optimization
14%
Attrition Rate
Achieved industry-leading retention by designing virtual onboarding with 30/60/90 milestones
6
Internal Promotions
Developed and promoted team members into leadership and subject matter expert roles
160+
Successful Hires
Recruited and onboarded agents with structured curriculum reducing ramp-up time by 30%
Core Expertise
Training & Development
- Virtual onboarding program design
- Role-specific training curricula
- 30/60/90-day milestone frameworks
- Peer mentoring and shadowing programs
Performance Management
- QA standards development and implementation
- Data-driven coaching methodologies
- Call pattern analysis and optimization
- Real-time feedback and improvement systems
Team Leadership
- Cross-functional team management
- Leadership development and succession planning
- Conflict resolution and team building
- Culture development and employee engagement
Operations Excellence
- Workforce management and scheduling
- Process improvement and optimization
- Technology implementation and training
- Revenue protection and fraud prevention
Ready to Transform Your Team?
Let's discuss how strategic HR initiatives can drive similar results in your organization.