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Aiyden Phoenix
Operations Manager @JDA TSG
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WORK HISTORY
Operations Manager @JDA TSG
San Antonio, TX, US
Operations Manager – Virtual Call Center (Tax Services)• Supervise and lead a high performing team of 40+ remote tax experts, ensuring exceptional customer support for TurboTax Live users and adherence to operational standards.• Provide dynamic leadership through video, phone, and chat, motivating team members to meet and exceed program goals in a fast paced virtual environment.• Oversee full cycle performance management, including coaching, development plans, recognition, and corrective action when appropriate, with a strong emphasis on communication and team retention.• Guide new hires through onboarding and training milestones, ensuring timely progression, skill development, and readiness for live customer interaction.• Implement policy and procedural updates, delivering training and managing change control processes to maintain compliance and operational consistency.• Analyze daily, weekly, and monthly performance metrics, providing actionable feedback to improve productivity, quality, and customer satisfaction.• Identify opportunities for process improvement at both individual and team levels, offering targeted mentoring and operational coaching to strengthen performance and efficiency.• Support experts by monitoring workflow, ensuring process adherence, and escalating tax technical questions to credentialed professionals when needed.• Manage customer escalations and leadership level issues, ensuring prompt, professional, and customer focused resolutions.• Maintain detailed documentation and accurate records of team activities, performance outcomes, and operational updates.• Drive adherence to SLAs and KPIs, including shift compliance, timecard accuracy, tool utilization, case documentation quality, AHT, NPS, and connectivity standards.• Develop and adjust operational strategies to optimize team performance, enhance service delivery, and support continuous improvement across the program.
EDUCATION
Herat University
Bachelor of Arts - BA, Business Administration and Management, General
San Antonio College
Associate of Applied Science - AAS, Cybersecurity & Information Assurance
San Antonio College
Associate of Arts - AA, Liberal Arts and Sciences, General Studies and Humanities
Texas A&M University
CHWI, Community Health Worker Instructor
ABOUT AIYDEN PHOENIX
About Me:With over a decade of experience across operations, program management, financial empowerment, and community engagement, I have built a career rooted in bridging communication gaps, fostering cultural understanding, and empowering communities. Fluent in English and Farsi/Dari, I’ve delivered interpretation services in medical, legal, and educational settings, ensuring clarity and cultural sensitivity for diverse populations.I’ve excelled in leadership roles such as Operational Manager, Program Manager, Housing Coordinator, and Medical Coordinator, where I directed initiatives to connect individuals with essential resources, managed diverse teams, and built strategic community partnerships. My resilience and adaptability were shaped during my time as a Language Interpreter for the U.S. Army, where I supported military operations in dynamic and high‑pressure environments, fostering trust and collaboration between diverse stakeholders.As the Entrepreneur and Founder of AiyNix Company, I’ve combined vision with execution to create solutions that drive impact and innovation. My work as a Financial Wellness Educator has empowered individuals and families to build stability, confidence, and long‑term success.Certified as a Medical Interpreter (CMI) and holding technical credentials like Cisco Certified Network Associate (CCNA) and CompTIA Security+, I bring a unique blend of skills that span interpretation, cybersecurity, and community health education. My academic foundation, a BA in Business Administration & Program Management and dual Associate degrees in Cybersecurity and Liberal Arts, reflects my dedication to continuous learning and professional growth.Passionate about making an impact, I thrive in roles that require strategic thinking, cross‑cultural communication, and a solutions‑oriented approach. Let’s connect and explore opportunities to collaborate on meaningful initiatives.Every step forward, no matter how small, is a step toward growth. Success isn’t about perfection, it’s about resilience, adaptability, and the drive to keep going even when the path isn’t clear. No matter the challenges, I believe in continuously learning, evolving, and pushing forward. The journey is where transformation happens, and I strive to make every day count, not just for myself, but for those I work with and inspire along the way.
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