Senior Operations & Client Success Manager | 17+ Years Fortune 500 BPO Leadershi

Seasoned BPO Leader for about 15 years with expertise in operations, client management, sales, tech and business development; An expert in customer service, banking and finance, credit collections, skip tracing, credit investigation, loans, retail and operations management. Has a well-defined experience and knowledge in handling multiple international and local portfolios with different work streams. Supported Fortune 500 clients in first party collections, sales, technical, and customer service. Supported different client geographies (United States, Europe and Domestic/local) accounts).

Manage client partnership health across a portfolio of active accounts, running structured assessment frameworks that track sentiment, engagement, and risk before issues escalate. Built and lead a partnership health system (Thriving / Navigating / At Risk) used to guide proactive intervention rather than reactive damage control. Handle direct communication with founders and C-level stakeholders on partnership status, working through friction points, resetting expectations, and rebuilding trust when relationships are strained. Track record of turning

Led teams of up to 800 FTEs across multiple lines of business, including sales, technical support, collections, and customer service. Built performance coaching frameworks used to standardize evaluation and development across full departments, not just individual contributors. Managed people leaders directly, setting the coaching cadence and accountability structure that cascades down through the team. Comfortable owning people outcomes end to end, hiring, coaching, performance management, and succession, at both frontline and management level.

Develop and execute operational strategy tied to measurable business outcomes, from KPI framework design to long-term capacity and resourcing planning. Built a weighted performance evaluation model spanning execution, client sentiment, communication, and proactivity, used to align team output with broader partnership goals. Comfortable translating high-level business objectives into concrete, trackable action plans that hold up over multi-month execution cycles.

Design and implement KPI frameworks and operational processes built to hold up under scrutiny, not just look good on paper. Developed a structured coaching and performance evaluation model (weighted scoring across strategic execution, client sentiment, communication, and proactivity) used to standardize evaluation across a full team. Built systems for tool hygiene, documentation discipline, and process consistency that scale without requiring constant oversight. Focused on catching breakdowns before they become client-facing problems, not just documenting them after the fact.

17+ years of experience supporting senior leadership and managing complex operational responsibilities, from calendar and communication management to strategic project coordination. Background spans direct executive support early in career through to current oversight of teams delivering executive assistance to C-level clients. Deep understanding of what strong EA work actually requires, informed by both doing the work and coaching others who do it daily.

Built and deployed AI-driven automation systems using n8n, Claude, and Google Apps Script to streamline coaching workflows, client reporting, and performance tracking across a 13-person team. Designed self-hosted n8n workflows connecting Gmail, Google Sheets, and AI agents to automate coaching log generation and reduce manual reporting time. Also built live performance dashboards and structured KPI tracking systems that give leadership real-time visibility without added headcount. Currently expanding into broader workflow automation for client-facing operations and team performance management.

Track and interpret team performance data across KPI scorecards, client sentiment trends, and partnership health indicators to catch problems before they surface in client feedback. Translate raw performance numbers into clear action plans, not just reports, connecting metrics to specific coaching interventions and process fixes. Comfortable working with weighted scoring models and multi-factor evaluation frameworks rather than single-metric tracking.

Use Google Sheets, Docs, and Apps Script daily to build and maintain live performance dashboards, coaching logs, and reporting systems for a full team. Built formula-driven tracking sheets that pull into automated dashboards, reducing manual reporting work. Comfortable working across the full Workspace suite for documentation, collaboration, and process management in a remote team environment.

Contributed to client retention and expansion conversations as part of broader partnership management, identifying opportunities to deepen engagement and reduce churn risk within existing accounts.

Built and delivered coaching frameworks and training content used to develop team members' skills and performance, including structured onboarding and ongoing development plans tied to KPI outcomes.