Erika D. Harrell

About Erika D. Harrell

I have driven operations in various industries to unprecedented heights with a robust…

Experience

1. Director of Operations

   TP

   May 2023 — Present

   Collaborated with client services teams in the BPO industry to comprehensively grasp client needs, expectations, and satisfaction metrics.• Engaged in client meetings and actively contributed to the formulation of client-centric strategies.• Analyzed client feedback to drive continuous improvements in service delivery.• I worked closely with business development teams to identify new B2B growth opportunities and expansion avenues. Conducted thorough market research to evaluate industry trends, competitive landscape, and potential areas for innovation.• Played a pivotal role in creating three business proposals, such as RFPs and RFIs, and I participated in client presentations, proposals, and projects.• Took charge of hunting new opportunities and strategically selling our technology and capabilities to acquire new business for the business development team. Oversaw vital business development opportunities from end to end, co-leading initial discussions with potential partners.• Collaborated with operations teams to enhance processes and streamline workflows. Also, contributed to developing and implementing operational strategies through effective project management.• Led a team of three account management experts to monitor and fine-tune customer service quality through project management.• Strategically planned and budgeted financial targets, ensuring results were achieved for the client against set objectives.• Ensured operational excellence through standardization of practices, risk assessment, and review of key metrics. And developed and implemented an operations strategy tailored to our clients, focusing on opportunities for cost control, margin improvement, and organic growth.

Education

• Northcentral University

  Master of Business Administration (M.B.A.), Business Administration and Management, General

  2014 — 2016

• Kentucky State University

  Bachelor's Degree, Political Science and Government

  2006 — 2011