CRM & Operations Manager

Managed internal CRM operations and supported team performance across daily workflows. Monitored activity, scheduling, attendance, lead distribution, and performance metrics while ensuring consistent use of internal systems. Reviewed agent interactions, identified operational issues, and provided guidance to improve efficiency, workflow organization, and overall team performance.

• Managed daily internal CRM operations and workflows
• Monitored team activity, scheduling, and attendance
• Managed and organized lead distribution
• Tracked and analyzed team performance metrics
• Reviewed agent interactions and identified operational issues
• Ensured consistent use of internal systems and processes
• Provided guidance and feedback to improve team performance
• Supported workflow organization and operational efficiency
• Prepared and reviewed performance information for management
• Coordinated daily operational activities across the team

• Progressed from a sales-focused role into CRM and team operations management
• Gained hands-on experience monitoring team performance and operational workflows
• Developed experience managing lead distribution and performance data
• Supported process improvements to increase team organization and efficiency
• Strengthened leadership, analytical, and decision-making skills in a fast-paced environment