Dedicated operations leader with over 8 years managing contact center and financial services teams, optimizing processes, and delivering high-quality customer service.
Directed daily operations, strategic planning, and process improvements within call center and banking environments.
Supervised, trained, and developed teams of agents, supervisors, and managers across different countries.
Prepared financial reports, revenue projections, KPI dashboards, and utilized data analysis for decision-making.
Designed training modules, conducted agent coaching, and facilitated new campaign launches to ensure operational excellence.
Iterum
Lead the day-to-day operations of the three accounts, ensuring that service levels, KPIs (including Cancellation Rate, NPS, and CSAT), and client expectations were consistently met or exceeded., Managed teams across Panama, Jamaica, Puerto Rico, Mexico (Puebla), and Florida ensuring alignment with...
Iterum
Managed the account with a headcount of 158 and currently growing up to 347., Managed Predictions and Revenue reports., Handled WBRs with the client and the sale metrics., Implementing processes and work structure to improve Team Supervisor coaching and performance.
Iterum
Lead, supervise, evaluate, and develop sale associates and enhance their performance., Complete daily reports - analyze data to identify trends and behaviors to ensure maximum responsiveness to our metrics., Created sales training modules for Supervisors and Agents; and enhance metric trackers and...
Banesco
Licenciatura
Bachiller
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Deliver training and coaching agents until they hit the operations and support the Operations as a Coach (Supervisor) for over 6 months., Assigned to the Launch of 2 new campaigns: one in Bogota, Colombia, where I had to train Staff members (Trainers and Supervisors) and 3 waves of agents, as well...
Alorica
Oversaw the quality and trainings of my program, which has 5 different lines of businesses., Handled QBR, weekly calls and made the presentations., Organized the activities of the project., Created and organized refresher trainings for OPS., Data analytics and created training modules., Lead client...
