Well organized with a solid background in reports and analysis. Supports in the development of a group of employees through mentorship and coaching. Analyze and maintain Client Service Level Agreements; implement improvement plans as needed. Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.). Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement . Has 12 years of BPO/Admin Experience.