Seasoned employee who has almost 20 years working experience, with 15 years in the BPO industry. Started off in Convergys as an agent 12 years ago, then recognized with potential, moved up as a Team Leader and Team Manager within a 3 year period. Managed a staff of 15 frontline agents then 2 years later and an LOB change, I got the opportunity to learn a new skill as a QA specialist. Another opportunity to get back into an operations as Team Manager opened up with a new business launch a year later. Being part of the startup opened up new processes to learn expand my skills further. Managing a staff of 15 multilingual agents, I remained in the role until I applied for the Operations Manager role in the same business 3 years down the road and was successful. 2 years later, together with my team, we moved from a headcount model to transaction model, which required a lot of legwork to ensure we remain efficient - still work in progress. Also involved in a new business ramp up - both of which are challenging each on its own. Looking forward to growing in this industry further, however also have a dream of opening a farm where the neglected will have a safe haven - homeless, orphans, the poor and animals. The purpose would be to give them the confidence to get back out in the world with the skills needed - for the animals, somewhere safe away from the big bad world.