Experienced in managing customer service teams, supervising operations, and coordinating vendor recruitment, with a focus on delivering quality service and team development in hospitality and BPO sectors.
Oversaw customer service teams ensuring quality service delivery across multiple channels.
Managed and developed teams of agents and supervisors through training, coaching, and performance evaluations.
Supervised daily operations in hospitality and BPO environments, managing workflows and resource allocation.
Handled subcontracting service processes, including vendor verification and recruitment coordination.
Capgemini Guatemala
In charge of subcontracting services or contractors for specific areas in the company, verifying CVs and hiring process through different vendors.
Nearsol Guatemala
Management and supervision of the operation of 15 to 25 agents, plus being in charge of the operation and supervision of other 3 team leaders., Provided training and developing agents and other supervisors with coaching and feedback.
Instituto Guatemalteco Americano IGA
Management and supervision of the operation of 12 to 20 agents, in charge of two areas, call center and front desk., Handled information from all departments and verified the quality and evolution of the agents through evaluation tools., Managed general information on services offered, first-time admissions and re-admissions to the school and free courses in English and Spanish.
Telus International / Transactel, S.A.
Management and supervision of the operation of 23 agents, maintaining the volume of requisitions in specific times., Provided training and developing agents to be in different areas of customer service.
Business Administration
Pastry Chef
Bachiller en CCLL
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Proficient in using Fidelio, Avaya, Siemens systems, and Microsoft Office tools within operational contexts.
Telus International / Transactel, S.A.
Provided service to clients via telephone in English for problem resolution or questions regarding the product., Indirect sale of services.
Grand Tikal Futura Hotel, Dexbla, S.A.
In charge of check in and check out of guests, handling cash and credit card collections., Managed the executive area and the Fidelio system.
Industrias de Hamburguesas, S.A. (McDonald’s)
Trained employees and tracked employee coaches, managed the counter area and cash management., Promoted seasonal products and improved sales.
