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Results-oriented Contact Center Executive with expertise in recognizing gaps in process that are causing pain points in KPIs, CSAT and training of staff. Consistently delivers increased contact center rates leading to improved customer experience. More than 20 years of Contact Center experience building and leading teams of up to 50 agents. Adept at implementing consistent training and process improvement across multiple sites, including remote staff. Significant experience in: KPI definition and improvement Gap analysis Omni channel design for contact center Service Level Agreement Alignment Staff modeling for scheduling Quality Assurance (QA) CRM auditing/maintenance Personnel Activity of Staff Work Force Management (WFM) Continuous Improvement and Optimization.

Accomplished professional with a strong foundation in communication proficiency and organisational awareness, adept at budget planning and forecasting. Demonstrates resilience under pressure and decision-making authority, ensuring integrity and ethics in all operations. Skilled in quality control standards understanding and digital transformation knowledge, with proven profit and loss accountability. Committed to continuous improvement implementation, staff development, and KPI development. Excels in supplier optimisation and relationship building, supported by an outgoing personality. Offers financial oversight expertise while driving performance through executive communication. Career goal: to leverage skills in a leadership role focused on strategic growth and innovation.

Results-driven professional with a proven track record in social intelligence, client strategy, and operational management. Expertise includes leading teams and managing large-scale deliverables as a dedicated operations director for strategic clients, ensuring alignment with client KPIs while maintaining 24/7 service coverage. Skilled in transforming media and social listening data into actionable insights through advanced analytics and AI-driven tools, significantly enhancing reporting accuracy and efficiency. Recognized for strong leadership abilities that foster client trust, effectively balancing strategic advisory roles with hands-on operational excellence to drive impactful results.

Dynamic Operations Director with a proven track record at Setia Law LLC, excelling in financial planning and compliance. Spearheaded process improvements that enhanced efficiency and stakeholder engagement. Adept at leveraging technology to streamline operations while fostering a high-performance culture through effective communication and team development.

Dedicated Childcare Professional with over 10 years of experience in child development and curriculum implementation. Led initiatives to enhance educational outcomes and foster community relationships. Focused on advancing student-centered learning while maintaining the highest standards of child safety and well-being.

Donald Larson

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Operations Director

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High School Diploma -

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Operations Director

High School Diploma -

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