Joshua M.

I’m a results-driven BPO professional with experience in team management, training and development, customer support, and operations across U.S.-based healthcare, telecommunications, retail, and fintech accounts. I specialize in helping teams improve performance through effective coaching, training programs, KPI and SLA monitoring, quality management, and process improvement. I have experience designing onboarding programs, conducting Training Needs Analysis (TNA), developing training materials, and providing coaching interventions to close performance and skill gaps. As a Team Manager and Training Manager, I’ve worked closely with operations teams to improve productivity, quality, customer satisfaction, employee engagement, and overall service performance. I’m also experienced in handling escalations, conflict resolution, and cross-functional collaboration. What I can help you with: • Team management and performance monitoring • Customer support operations • Training and onboarding programs • Coaching and employee development • Training Needs Analysis (TNA) • KPI, SLA, and quality monitoring • Process improvement and root-cause analysis • Customer service and escalation handling • Training documentation and knowledge base development • CRM and support tools, including Salesforce, Zendesk, and Avaya If you’re looking for someone who can combine hands-on operations experience with strong training, coaching, and leadership skills, I’d be happy to help your team improve its processes and performance.