Dinky S.

I’m Dinky Suliguin, a Senior Operations Manager with 18+ years of leadership experience in contact center operations, customer experience, service delivery, and large-scale BPO performance transformation. I’ve managed multi-LOB programs across Technical Support, Service Desk, Ecommerce, Billing, Collections, Claims, Sales, and Retention. Consistently delivering KPI improvements, stronger client relationships, and streamlined operations. I help companies fix problems like: • Low SLA performance • High AHT or ticket backlog • Poor CSAT or QA scores • Inefficient customer journeys • Unclear workflows or escalation processes • Attrition, attendance, or coaching gaps • Lack of performance visibility or reporting What I deliver: ✔ End-to-end operations management ✔ SLA/KPI turnaround strategies ✔ Client communications & Business Reviews ✔ Cross-functional collaboration (WFM, QA, Training, IT) ✔ SOPs, governance models & process documentation ✔ Performance dashboards (Daily/Weekly/MTD) ✔ Coaching frameworks for TLs & team managers ✔ Automation & reporting efficiencies ✔ Succession planning & leadership development I am Six Sigma Certified, highly analytical, and able to quickly translate operational problems into actionable solutions. I’ve led teams from 500 to 800 FTEs across multiple business lines, ensuring consistent delivery of performance and customer satisfaction. With over 18 years of professional experience in operations and data management, I bring strong attention to detail, accuracy, and efficiency in handling large volumes of information. In my previous roles, I have worked extensively with data using tools such as Google Workspace (Sheets, Docs), Excel, and CRM platforms like Salesforce, where accuracy and organization are critical. I’ve handled reporting, data validation, dashboard creation, and performance tracking, ensuring clean, reliable, and well-structured data at all times. Here’s what I can bring to your project: • Fast and accurate data entry with strong attention to detail • Data cleaning, formatting, and validation • Experience working with spreadsheets, CRM systems, and online tools • Ability to follow instructions precisely and meet deadlines consistently • Strong organizational skills and confidentiality handling