Experienced operations leaders in Pakistan and Jamaica, accountable for the quality of every program we run.
17 years leading large teams and enterprise clients, with deep expertise in IT, network architecture and security, and digital solutions. Owns the Pakistan operation and makes it his job to clear every obstacle from his team's path so they can deliver.
8 years in contact centre operations. The leader who runs the program day to day, and runs it well: email, chat and social media support for a cable and internet provider across multiple markets, steady through shifting volumes and client demands. His team surpassed the previous team's quality within 90 days.
12+ years in customer service and team leadership. Coaches his team to know every process and procedure inside out, so they can proactively educate the client on challenges and handle whatever the program throws at them.
4+ years in customer support and operations. Part of the team that beat the quality of a six-year incumbent within 90 days of transfer. Proactive and transparent, so the client always knows where things stand.
5+ years with ACI leading outbound collections. Her program consistently meets its targets, with the lowest absenteeism and attrition in the company. A hands-on manager, she is on the floor with her team every day.
4+ years with ACI, now leading our banking program and a team of 50+ representatives handling banking and credit card interactions. Hands-on and process-driven, she holds quality and consistency to the standard a bank demands. Promoted from senior team leader on an airline account.
3+ years leading our cable and internet program, a large team operating 6 AM to midnight, seven days a week. More than a subject-matter expert on cable, internet and the technology behind them, she keeps the client informed on what is happening in the business.
Leads our training and quality teams across every ACI program, making sure we deliver to the client's standard. Keeps the whole team focused on quality, and makes sure every new hire is ready for the job ahead of them when they graduate training. Works directly with clients to close gaps in training content and quality processes.