Arielle Coleman M.
BPO Vendor Operations Manager | Driving Outsourced Team Excellence | Global Partner Leadership | Process + Performance Optimization | Certified Six Sigma Green Belt & Lean Practitioner
- Role
- Bpo Vendor Operations Manager at Thriveworks
- Location
- Aurora, CO, US
- LinkedIn followers
- 500 followers
About Arielle Coleman M.
Experienced BPO Vendor Operations Manager with a track record of leading global outsourced teams to exceed performance and quality targets. Skilled in vendor relationship management, SLA/KPI oversight, and process optimization to drive customer satisfaction and operational efficiency. Proven success in cross-functional collaboration, people development, and scaling OMNI-channel support across diverse regions. Passionate about fostering long-term partnerships, promoting accountability, and delivering value through continuous improvement and data-driven insights.
Experience
Bpo Vendor Operations Manager
Jul 2023 — Present · Aurora, CO, US
Lead high-performing support teams in a fast-paced, high-volume environment, consistently improving customer experience and operational efficiency.Manage, mentor, and coach 7 supervisors and 95+ customer service representatives, plus a Tier 2 internal team of 15 employees and 2 supervisors.Guide and develop second-line leaders for 3+ years, driving engagement and professional growth.Build and optimize tiered structures and “test and learn” roles to manage varying complexity levels across the customer journey.Partner with offshore vendor teams, ensuring performance alignment, knowledge transfer, and operational consistency across regions.Establish and maintain quality guidelines, compliance standards, and performance metrics to drive accountability and excellence.Collaborate with Workforce Management to ensure budget compliance through staffing analysis, schedule optimization, and forecasting.Spearheaded Salesforce CRM omni-channel routing, boosting productivity by 55% while streamlining workflows across phone, chat, email, and text.Lead the Voice of the Customer program, surfacing insights that inform leadership decisions and shape organizational change.Drive SLA achievement and continuous performance improvements across multiple communication channels.
Education
Community College of Aurora
Associate of Arts - AA, General Studies
LSU Shreveport
Master of Health Administration - MHA, Health/Health Care Administration/Management
LSU Shreveport
Master of Business Administration - MBA, Project Management
Metropolitan State University of Denver
Bachelor of Arts - BA, Sociology
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