Joanna C.
Senior BPO Operations & Contact Center Team Manager
Open to offersNew to PlatformAbout
Joanna C. is a seasoned Operations & Contact Center Team Manager with more than seven years of expertise in the BPO and virtual operations industries. She has a successful record of managing high-performance, cross-functional teams and handling complex client campaigns across industries such as Healthcare, Telecommunications, Travel, and Retail. Known for her ability to scale operational performance, Joanna expertly crafts centralized Standard Operating Procedures and spearheads marketing and digital growth initiatives. Her technical competencies include advanced proficiency in pipeline automations, CRM ecosystem architectures, and digital design. At ResolutionX, Joanna directed day-to-day operations, developed comprehensive performance frameworks, and implemented robust data automation rules. Her work in Healthcare Operations involved optimizing telemedicine scheduling and managing insurance verification processes. She has also driven B2B growth through outbound marketing and led the achievement of significant lead generation milestones.
Experience
Team Manager – Operations & Virtual Support
ResolutionX · 2025 — 2026Direct the daily operations of a cross-functional team consisting of Team Leads and Virtual Assistants, overseeing high-volume client communications and event pipelines. Develop and implement performance frameworks, while leading onboarding and training processes for new team members to facilitate smooth operational integration. Author and standardize a range of Standard Operating Procedures (SOPs) for insurance verification and medical practice workflows. Design and audit CRM systems, implementing data automation rules to enhance lead conversion efficiency. Manage digital visibility campaigns, covering social media management and technical execution for conversion-focused landing pages.Customer Service Representative (Tier 2)
Carelon Global Solutions · 2024 — 2025Handle complex healthcare customer support processes, navigating insurance claims and managing clinical data entry under the Anthem Medicare campaign. Ensure compliance with CMS guidelines, resolving intricate tier 2 inquiries and checking authorization statuses.Customer Experience & Technical Support Specialist
Startek · 2023 — 2024Manage multichannel communications across voice, chat, and email for retail genomics care and healthcare coverage processing. Meet and exceed Key Performance Indicators (KPIs) including Average Handle Time (AHT) and Quality Scores, utilizing advanced active listening and problem-solving techniques.Customer Service Representative & Tier 2 Specialist
iQor · 2023 — 2023Oversee comprehensive customer resolution and account optimization for a major wireless carrier, navigating technical workflows in a high-volume contact center setting. Maintain high Customer Satisfaction (CSAT) and Net Promoter Scores (NPS) under rigorous Service Level Agreements (SLAs).Customer Service Representative / Subject Matter Expert (SME)
TTEC · 2022 — 2023Offer troubleshooting and dispute resolution for global telecommunications clients, managing escalations and ensuring prompt resolution. Act as a Subject Matter Expert, mentoring new agents on system tools and compliance.Senior Service Desk Analyst
Accenture · 2022 — 2022Manage service desk workflows and technical escalation queues for Best Buy Co., Inc.Experience Champion
Everise · 2022 — 2022Provide multichannel support solutions for Southeast Asia's leading on-demand tech application platform, addressing transport, logistics, and digital payment frameworks.Technical Support & Customer Care Specialist
Everise · 2022 — 2022Deliver multichannel customer support focused on technical troubleshooting for a fitness application, managing subscriptions and billing inquiries.Customer Experience Specialist / Subject Matter Expert (SME)
Alorica · 2021 — 2021Manage data connectivity accounts for internet and broadband services, recognized for accurate technical troubleshooting and attendance. Serve as a Subject Matter Expert, facilitating floor support and mentoring agents.Customer Service Professional
Quantrics Enterprises · 2020 — 2021Specialize in telecommunications, managing complex inquiries and technical troubleshooting for a major Canadian telecom provider.Technical Support Associate / Subject Matter Expert (SME)
Concentrix · 2020 — 2020Diagnose and resolve technical and network issues for consumers, focusing on effective communication and documentation while serving as a Subject Matter Expert to support agents.Floorwalker & Customer Service Associate
WNS Global Services · 2019 — 2019Handle international travel customer inquiries, processing reservations and cancellations. Provide guidance as a Floorwalker, assisting new hires and answering process-related questions.English Language Teacher
Company not specified · 2018 — 2019Create personalized lesson plans and manage virtual classrooms, delivering language training to non-native speakers.Freelance Skills Trainer
Company not specified · 2018 — 2019Conduct workshops on personal development and communication skills for aspiring virtual professionals, aiding in BPO onboarding.
Skills & Expertise
Education
- Bachelor of Science in Hospitality ManagementFilamer Christian University · 2014 — 2018