Anna Bianca Medina

About Anna

• Lead customer experience, service delivery, and operational performance initiatives across retail operations. • Translate customer feedback, operational metrics, and performance trends into actionable improvement strategies. • Drive performance through structured reviews, coaching, accountability, and targeted action plans. • Develop people managers and frontline teams through coaching, capability building, and leadership development. • Partner with clients and internal stakeholders to resolve operational challenges and support strategic account objectives. • Apply Lean Six Sigma and structured problem-solving to identify root causes, close performance gaps, and improve processes. • Leverage data analytics and performance reporting to identify trends, evaluate results, and support business decisions. • Promote customer centricity, operational discipline, continuous improvement, and a high-performance culture. • Provide subject matter expertise and operational guidance on complex customer, process, and service delivery concerns. • Recognized consistently for leadership and performance, including Top Team Manager recognition from 2016–2020 and Top Performing Associate recognition in 2013.

Skills

Experience

• Strategic and performance-driven Customer Experience and Operations Leader with 18+ years of progressive BPO experience spanning customer experience, service delivery, quality, performance management, people leadership, and operational excellence.
• Demonstrated career progression from frontline customer service to senior management, leading UK retail and US financial operations.
• Experienced in translating customer and operational data into actionable strategies, improving performance, developing leaders, and building high-performing teams.
• Lean Six Sigma Green Belt-certified leader with strengths in quality management, continuous improvement, data analytics, stakeholder engagement, client-facing communication, coaching, and performance transformation.