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Carolyn has extensive experience managing large-scale, multi-location operations covering 2,000+ team members across both in-person and remote environments. She excels at designing and implementing comprehensive agent training programs that drive performance excellence while ensuring optimal staffing levels across diverse client projects and campaigns. With a proven track record of analyzing client experience trends to identify KPI improvement opportunities, Carolyn combines her analytical expertise with strong leadership skills to foster inclusive, multicultural teams that consistently meet and exceed service level agreements.