Michelle Olaya

Director of Operations @John A. Steer Company

Philadelphia, PA, US

Set and monitor operational objectives and KPIs, addressing compliance, productivity, and performance risk areasIdentify operational risks and implement mitigation strategies to protect service integrity and regulatory complianceDesign, standardize, and continuously improve SOPs to drive efficiency, accuracy, and scalabilityLead technology and automation initiatives to enhance operational productivity and reduce manual processesServe as escalation point for key client issues, ensuring timely resolution and high service standardsDrive continuous improvement in service delivery and customer satisfactionDevelop and manage operational budgets while identifying opportunities to improve profitabilityControl operational costs, reduce cost to serve, and improve overall branch productivityPromote a culture of accountability, operational excellence, client focus, and team development

Adamson University

Mass Communications, Communications and Computer Science