Lara Greco

Profile

Operations leader with 13 years at a global BPO — 10+ years leading teams across 20+ client programs in streaming, gaming, fintech and SaaS. Ran a 24/7 global support operation for 7 years: a major US premium streaming account run as a standalone business unit, with 11 direct reports, 100+ contractors in 75+ countries and 5,000–10,000 weekly contacts across chat, tickets and phone. Rebuilt forecasting to 10% variance or less, cut attrition 80%, raised CSAT 20 points. I build the dashboards, pipelines and automations my operations run on.

Core competencies

Operations Leadership: 11 direct reports · 100+ contractors across 75+ countries · Distributed & asynchronous team leadership · Hiring, onboarding & training (100+ people) · Performance management · Escalation ownership · Client QBRs & executive reviews · Multi-account delivery · Vendor/BPO delivery model

Planning & Delivery: Volume & headcount forecasting · Capacity planning (2,500+ staffed hrs/week; 10,000 at peak) · Intraday management · Shrinkage & occupancy · Cost per contact & billable-hours control · SLA management · Risk assessment · Channel & market launches

Data & Analytics: Looker Studio (30+ dashboards) · ETL pipelines (200k+ rows/week) · Forecast modeling · KPI architecture (CSAT, AHT, FCR, TTFR, SLA, occupancy, abandonment) · A/B testing · SQL (HackerRank certified)

Process & Automation: 60+ low-code automations (Apps Script, Slack Workflow Builder) · Zendesk, Kustomer & Amazon Connect (admin/SME) · Admin experience across 7+ ticketing platforms · CRM migration & change management · 100+ SOPs and runbooks

AI-Enabled Operations: LLM-assisted workflows for QA review, reporting narratives, forecast anomaly checks and SOP authorship · AI-powered QA platforms (Observe AI, Level AI) · LLM tools in daily operational use

Languages: Italian (native) · English (C2) · French (B2) · Japanese (JLPT N3)

Experience

A global BPO · Remote · 2013 – Sep 2026

Global BPO for customer support, community and trust & safety. Progressed from agent to running client accounts as standalone business units, with progressively larger accounts at each step.

Senior Operations Manager — Flagship Streaming Account & Multi-Account Delivery

Oct 2019 – Sep 2026

Ran operations for a major US premium streaming service as a standalone business unit. Grew it from a 4-language, ticket-only launch into 24/7 omnichannel support (tickets, chat, phone; 5,000–10,000 weekly contacts). Direct client POC for performance reviews, QBRs, escalations and retention.

• Led 11 direct reports and 100+ contractors across 75+ countries: hiring, coaching, scheduling, performance management and complex escalations.

• Hired, onboarded and trained 100+ people over 13 years — interviewing, screening, onboarding design, written and live training, company-wide workshops — with many progressing into management roles.

• Expanded account scope: won the client’s phone queue, set up Amazon Connect and launched the voice channel from zero (2020).

• Took over multichannel volume forecasting and cut monthly variance from 30% to 10% or less (several weeks under 5%), rebuilding the model around cleaned volume history, seasonality and event uplift; allocated approved hours across channels.

• Cut monthly attrition 80% by fixing the hiring brief and onboarding, and adding an early risk-assessment framework.

• Raised CSAT 20 points by redesigning the survey around the agent interaction, validated through A/B testing.

• Consolidated 5+ data sources (WFM, CRM, QA) into one automated reporting system: reporting latency −50%, admin workload −40%; 30+ Looker Studio dashboards, ETL at 200,000+ rows/week.

• Designed the account’s QA framework (rubrics, weights, scoring philosophy; latest revision +5% quality) and the onboarding program adopted as company-wide policy; authored 100+ SOPs and runbooks.

• Modeled cost per contact and drove it down through efficiency: fewer touches per contact, faster resolution, billable hours held to plan and non-billable hours kept in check.

• Embedded LLM tooling into daily operations — AI-assisted QA review, first-draft SOPs and runbooks, forecast anomaly checks and reporting narratives — on top of 60+ low-code automations.

• Key contributor to the Zendesk → Kustomer CRM migration: process redesign, UAT and team transition.

• Concurrently ran a 10-year account for a major Japanese AAA game publisher: 7-language support (EFIGS + AR/TR), resident Zendesk admin, sole author of the public knowledge base.

Operations Manager — Multilingual Operations (Company SME)

2017 – 2019

First full operations manager role. Owned up to 5 concurrent client programs (20+ over the period) across gaming, fintech, consumer tech and SaaS — staffing, QA, reporting, coaching and the client relationship — and served as the company’s SME for multilingual operations. Given progressively larger accounts, leading to the flagship streaming launch in 2019.

• Company SME for multilingual operations: staffed programs in 4–16 languages, managed translator teams and designed the language-specific QA methodology adopted across the company.

• Launched a 16-language support operation for a global payments company on a compressed go-live timeline (2018), then handed off to steady state.

• Managed communities of 1M+ users with full account ownership: QA, reporting, staffing, onboarding, coaching and client POC.

• Delivered company-wide training on managing international and multilingual teams.

Assistant Operations Manager — Gaming & Entertainment Accounts

2015 – 2017

Deputy to the account manager on the company’s larger gaming and entertainment accounts, while running smaller client programs end to end.

• Ran QA scoring and coaching for agent teams on flagship accounts, and built the first language-specific QA templates for programs reviewers couldn’t read.

• Built and maintained account reporting under the account manager; covered live operations across time zones — queue monitoring, shift coverage, first-line escalations.

Customer Support Agent & Moderator

2013 – 2015

Support and social media moderation (Facebook, X, Steam) for gaming and entertainment clients in Italian, French and English. Promoted into leadership after a self-initiated workflow analysis surfaced recurring inefficiencies.

Contracted title: Management Consultant. Titles above reflect functional scope.

Certifications

HackerRank — SQL (Basic) Certificate — 2026

6sigmastudy — Six Sigma Yellow Belt — 2026

DataCamp — Associate Data Analyst in SQL — career track and certification, in progress

Education

Università degli Studi di Torino — Languages & Cultures of Asia and Africa — coursework, 2006–2012

Liceo Classico Massimo D’Azeglio, Turin — High School Diploma, Classical Studies — 2006