•Operations Manager with 10 years of overall experience in the call center industry. Work Experience: My last job required multi-skills as I was part of recruitment, selecting and assigning employees to the training team; I provided induction sessions for proper new hire familiarity and smooth transitioning - identified their sources of help and expertise; I monitored, coached, counseled and implemented discipline across my cluster (over 100 full time agents); I enforced client policies and procedures; I prepared monthly and quarterly comprehensive client presentations; I coordinated and discussed bonuses, rewards and incentive schemes; I ensured proper staffing to meet service level commitments; I handled disputes and inquiries regarding payroll, compensation and benefits. I spearheaded the "rewards and recognition" and "performance management" part of the account to ensure employee engagement and fun at work, resulting to more productive individuals/teams.