Jhoxandra - Líder en operaciones con 10 años de experiencia en gestión de equipos y mejora de procesos

Coordinó y lideró equipos grandes, asegurando la consecución de objetivos y desarrollo del talento.

Implementó programas de capacitación y reconocimiento que optimizaron la productividad y el compromiso.

Mantiene relaciones efectivas con clientes, presentando resultados y facilitando el crecimiento comercial.

Identificó y abordó causas de desempeño bajo en equipos, promoviendo soluciones personalizadas.

Desarrolló iniciativas estratégicas para mejorar el rendimiento y la satisfacción laboral.

Oversaw daily operations and strategic initiatives for a mid-sized account, managing a team of 240 agents and 15 supervisors to ensure efficiency and adherence to company policies., Developed and launched an employee proficiency program that reduced time to proficiency by 50% significantly improving performance., Led a high-performing team to consistently achieve and exceed KPIs, driving the site to rank as the top performer across internal US sites and vendors, improving from 80% overall attainment to over 100% attainment., Established strong communication with clients, presenting competitive results that facilitated significant business growth—expanding from 47 to 217 FTEs and enabling increased promotion opportunities for staff.

Successfully managed a team of bottom performers during a critical red flag phase, identifying key performance gaps through root cause analysis and implementing personalized action plans, which resulted in the team becoming the top performers within one month., Delivered multiple workshops on effective leadership skills for team leaders, focusing on performance management, motivation, and goal setting, which contributed to the account consistently overachieving targets., Designed and implemented a recognition program as part of an action plan to successfully reduce attrition rates, boosting employee engagement and retention across the team.

Provided coaching and mentorship to team members, focusing on personal and professional growth, leading to improved individual performance and overall team success., Led the team through periods of organizational change, ensuring smooth transitions and maintaining high levels of productivity and morale.