I have been in the BPO industry as an Operations Manager for 9 years. I have handled accounts in different platforms - voice, email and chat in different countries - SMP (Singapore, Malaysia and Philippines), ANZ (Australia and New Zealand), UKIRE (UK and Ireland) and NAM (USA and Canada). My overall capacity covers the daily operations rigor, ensuring KPI (Key Performance Indicators) are met, dealing/reporting with clients on a daily, weekly and monthly basis, do the performance improvement action plans/strategies, do the process improvement and develop/coach more people from the ranks. My Six Sigma knowledge has enabled me to identify errors/issues in operations and develop resolutions and establish processes.