Customer Success & Operations Manager

NA GOLSON, Customer Success Manager

Miramar, ****5, United States, 786-***-****, ******@*****.***

SUMMARY Resourceful Operational Manager with 17+ years of experience in BPO client relations, team leadership, and operational strategy. Proven ability to cultivate client relationships, implement SOPs, and drive process improvement, resulting in enhanced team efficiency and client satisfaction. Skilled in developing talent, managing complex operations, and aligning strategies with company KPIs. Eager to leverage extensive experience in customer success planning and relationship building to drive loyalty and value for Motorola Solutions.

WORK EXPERIENCE

OPERATIONAL MANAGER

Seminole Hard Rock Support Services

04/2022 – Present Hollywood

Cultivated BPO client relationships across all Hard Rock Brand properties, serving as the primary liaison for partner accountability, SLA compliance, and service excellence.

Guided and developed nine managers overseeing a workforce of 250+ team members across multi-functional departments.

Orchestrated the setup and launch of satellite operational sites, including facility readiness, staffing models, technology integration, and SOP documentation.

Authored and implemented comprehensive Leadership SOPs, standardizing management protocols, escalation procedures, and performance benchmarks organization-wide.

Devised and executed mentorship and leadership development programs, reducing management turnover and increasing internal promotions. Championed continuous process improvement initiatives, resulting in measurable gains in team efficiency and client satisfaction scores. Liaised with C-suite and cross-functional leadership to align operational strategies with overarching company vision and KPIs. TEAM LEADER

Seminole Hard Rock Support Services

08/2017 – 04/2022 Hollywood

Directed a team of 10–17 agents in a high-volume BPO contact center environment, maintaining top-tier customer service standards. Developed and deployed department performance management standards, establishing the foundational SOP framework that was later adopted organization-wide.

Provided cross-training as backup for customer service managers, ensuring uninterrupted operations during leadership transitions. Coached team members in customer service excellence and revenue- generating techniques, consistently exceeding sales targets. Partnered with management to identify workflow gaps and implement corrective action plans, thereby improving first-call resolution rates. TRAINING COORDINATOR

Miami-Dade Election Department

03/2015 – 01/2017 Doral

Designed scalable training curricula incorporating strategic business practices, compliance requirements, and adult learning principles. Facilitated weekly training sessions for cohorts of up to 100 employees, covering operational procedures, technology platforms, and performance standards.

Produced site-readiness training guides aligned with satellite location rollout protocols.

Evaluated lesson plans and revised content to close learning gaps, achieving measurable improvements in employee assessment scores. Applied multi-modal instructional strategies (visual, auditory, hands-on) to accommodate diverse learning styles.

TRAINER / INVESTIGATOR

Broward County Sheriff's Office

07/2006 – 09/2015 Broward County

Developed internal and external training programs for investigative staff, establishing SOPs for intelligence operations and case documentation. Trained and mentored junior investigators in investigative techniques, evidence handling, and inter-agency collaboration protocols. Supervised and evaluated field investigators, identifying individual strengths and implementing targeted performance improvement plans. Maintained detailed, organized records crucial to the integrity of open investigations, ensuring compliance with legal and regulatory standards. Collaborated with legal staff, the Attorney General's office, and external law enforcement agencies to support complex investigative operations. SKILLS BPO Operations & Client

Management

Satellite Site Setup & Launch

Leadership SOP Development Multi-Site Operational Oversight Team Building & Talent

Development

Performance Management Systems

Training Program Design &

Execution

Cross-Departmental Collaboration

Strategic Workforce Planning Process Improvement & Optimization

Executive-Level Stakeholder

Relations

Customer Escalation Resolution

Customer Success Management Customer Advocacy

Project Management Customer Success Platforms

Communication Skills Relationship Building

Customer Focus Customer Success Planning

Account Management

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