Operations Management Coordinator
Resume:
# FADERERA OSINAME
Winnipeg, MB ********.*******@*****.***
**Operations Management Financial & Administrative Support Operational Reporting Quality & Process Improvement**
## PROFESSIONAL SUMMARY
Operations and quality leader with 8+ years of experience in customer support, reporting, and service delivery, including 5+ years in leadership roles. Experienced in analyzing data, maintaining accurate records, resolving discrepancies, improving processes, and working across departments to support operational goals.
## CORE SKILLS
**Operations & Administrative Support:** Operations Management, Financial & Administrative Support, Operational Reporting, Data Accuracy & Discrepancy Resolution, Customer Support Operations
**Quality & Process Improvement:** Quality Assurance & Governance, Process Improvement & SOP Development, Quality Reporting, Root Cause Analysis, Cross-Functional Calibration, Scorecard Design
**Leadership & Coordination:** People & Performance Management, Coaching & Development, Training & Onboarding, Stakeholder Management, Facilitation
**Tools & Reporting:** Microsoft 365, Excel, Google Workspace, Domo, Tableau, Workday, Dayforce, Jira, Asana, Zendesk Spotlight AI, Toqan AI, Gemini, Playvox, MaestroQA
## PROFESSIONAL EXPERIENCE
**Training & Quality Assurance Supervisor**
Just Eat Takeaway.com Winnipeg, MB
September 2024 – June 2026
- Led post-restructuring QA process changes across four departments (Customer, Courier, Restaurant, and Menu), documenting requirements, updating SOPs, and training 12 internal and external BPO QA Specialists across multiple workstreams to support a smooth transition.
- Partnered with Operations, Reporting, and BPO leaders to align scorecards and grading standards across workstreams, coordinate coaching and shadowing, and keep stakeholders informed of process changes.
- Used Zendesk Spotlight AI and Toqan AI to analyze customer interactions, identify recurring defects and operational risks, and recommend workflow changes that improved quality investigations and support efficiency.
- Presented quality trends, risk findings, and improvement recommendations to senior leadership, supporting decisions that improved process control and service performance.
- Led calibration sessions across internal QA, BPO QA, Operations, and BPO Operations teams to improve scoring consistency, resolve interpretation gaps, and maintain evaluation standards.
**Senior Quality Assurance Team Lead**
Just Eat Takeaway.com Winnipeg, MB
December 2022 – September 2024
- Led recruiting, onboarding, coaching, and calibration for a QA team of 7–10 while supporting the rollout of new quality programs and operational processes.
- Used QA error trends to propose changes to the New User Refund Policy, partnered with Operations to develop and pilot revised procedures, and led QA validation, training, and rollout communications, contributing to approximately $446K in monthly fraud-related savings.
- Standardized QA comment hashtags across departments and used Tableau to identify recurring issues, enabling consistent reporting and a consolidated view of quality trends.
- Refined departmental QA scorecards by removing irrelevant criteria and clarifying definitions, aligning changes with internal and BPO teams to provide clearer coaching guidance and more actionable feedback.
**Quality Assurance Team Lead**
SkipTheDishes Winnipeg, MB
November 2020 – November 2022
- Led a team of 7–12 QA Specialists, coordinating daily assignments, coaching, performance reviews, and quality standards.
- Co-developed QA scorecards, evaluation frameworks, and calibration standards that improved consistency across customer support operations and strengthened audit reliability.
- Cross-marked QA audits to verify scoring accuracy, policy application, and evidence-based feedback before results were shared with Operations.
- Identified gaps in BPO advisors' questioning during refund reviews and shared audit findings with Operations to address unnecessary full refunds.
- Co-developed a QA Recognition Program to acknowledge strong performance and reinforce consistent application of quality standards.
**Operations Team Leader**
SkipTheDishes Winnipeg, MB
July 2018 – October 2020
- Managed daily operations for 10–15 frontline customer support agents while consistently achieving service, quality, productivity, and attendance goals.
- Coordinated operational priorities across Workforce Management, QA, Training, and leadership to maintain service levels and resolve workflow challenges.
- Led the transition of new hires from training into production by coordinating onboarding, monitoring readiness, and assigning employees based on operational requirements.
- Coached employees through one-on-one meetings, performance reviews, and ongoing development.
## ADDITIONAL EXPERIENCE
**Administrative Assistant Contract, Part-Time**
Efficiency Manitoba Winnipeg, MB
February 2023 – October 2023
- Reviewed employee timesheets in Dayforce, corrected discrepancies, and followed up with staff to maintain accurate records and support payroll processing.
- Prepared expense reports, maintained Excel trackers and invoice documentation, and supported administrative reporting, documentation, and coordination across departments.
**Financial Customer Experience Specialist Part-Time**
Neo Financial Winnipeg, MB
June 2022 – December 2022
- Handled financial product and account inquiries, maintained accurate customer records, resolved account-related concerns, and followed regulatory and operational procedures.
**Receptionist / Optical Technician Part-Time**
Prairie Eye Care Winnipeg, MB
September 2019 – November 2020
- Supported clinic operations by scheduling patients, verifying insurance, processing payments, maintaining confidential records, and performing optical pre-testing.
**Training Facilitator**
SkipTheDishes Winnipeg, MB
January 2018 – July 2018
- Delivered onboarding programs in partnership with QA and Operations, using quality insights and operational feedback to prepare new employees for frontline support.
**Customer Service Success Specialist**
SkipTheDishes Winnipeg, MB
June 2017 – December 2017
**Supervisor**
Seine River Retirement Residence Winnipeg, MB
May 2016 – July 2017
- Supervised 13 staff members, supported scheduling and coaching, and addressed employee and resident concerns to maintain service standards.
## EDUCATION
**University of Winnipeg**
Business Administration Degree Completed
## PROFESSIONAL DEVELOPMENT — IN PROGRESS
CDI College Network and Internet Security Specialist Part-Time
Microsoft Power BI Data Analyst Professional Certificate
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