Operations Team Leader | Data Entry & Administrative Professional

I validated and processed customer invoices and shipment details with accuracy, ensuring compliance with company standards and supporting smooth logistics operations. This involved cross-checking documentation to resolve discrepancies and handling high‑volume data entry while consistently meeting productivity and quality benchmarks.

Collaborated with UK clients and internal teams, maintaining organized email communication via MS Outlook and ensuring proper escalation of customer complaints, including those directed to senior management.

I managed teams of 15–20 agents and oversaw multiple Team Leads supporting UK customers, ensuring daily operational alignment and consistent performance. My role involved guiding leaders, monitoring KPIs, applying RCA and Pareto analysis, and delivering coaching to drive continuous improvement. I streamlined workflows using Microsoft Office, automation tools, and AI applications, while maintaining strong client communication and proper escalation handling. By balancing accountability with encouragement, I fostered a supportive team culture that boosted both productivity and morale, and represented the company in UK initiatives to align offshore processes with quality standards.

I have BPO experience supporting a UK logistics account, handling daily operations and ensuring accurate documentation for shipment processing. My role involved maintaining strong client communication, managing escalations, and streamlining workflows through Microsoft Office and automation tools to improve efficiency and quality standards.