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Management professional with 10+ years in client services and process automation
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Competencies
Directed teams across different operational areas, focusing on skills development and performance.
Managed relationships with stakeholders to present goals, results, and ongoing projects.
Developed automation strategies and implemented best practices to streamline workflows.
Created training materials, led sessions, and supported onboarding for new hires to ensure operational excellence.
Handled inbound/outbound calls, customer escalation, and sales follow-ups to support business growth.
Education
Languages
Summary
Dedicated manager with expertise in team leadership, stakeholder engagement, and process automation within client services and sales domains.
Key Achievements
- Led transition and training initiatives in equipment orders management at HCL Guatemala, improving team skills and process efficiency.
- Directed recruitment, training, and automation projects at Capgemini Business Services, enhancing operational effectiveness.
- Supported customer service operations at GENPACT through call handling, escalation support, and new hire onboarding.
Experience
Equipment orders Manager
Transition Lead, trainer and claim review specialist., Training and skill development within the team to support every metric (SLAs and KPIs)., Process automation, development of best strategies to complete tasks., Direct Stakeholder management and presentation of goals and results., Best practice...
Collections Manager
Recruitment and Transition Lead to ensure an effective team per the assigned process., Training and skill development within the team to support every metric (SLAs and KPIs)., Project development and management to include automation into the process., Direct Stakeholder management and...
Customer Service and Sales (SME)
Inbound calls and customer service expert, escalation calls support and new hire induction., Leading training and on the floor support for new hires.
Sales Representative
Outbound sales agent, follow up into agreed sales to ensure customer enrollment.