I am a results-oriented Service Delivery Manager with a specialized focus on Quality Management and Operational Excellence. With over 5 years in the BPO sector, I have a proven track record of engineering high-impact operational turnarounds, notably driving a quality score increase from 62.74% to over 90% and improving CSAT by 198%.
I excel at building and managing QA frameworks for multi-market accounts (UK, France, Spain) and currently oversee service delivery for multi-million dollar Xerox EMEA contracts. My approach combines Lean Six Sigma methodologies with COPC standards to provide root cause analysis and action plans that ensure SLA stability and client satisfaction.
I am committed to delivering European-standard service quality with the efficiency of offshore operations. Let’s collaborate to optimize your delivery performance.