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Operations Manager with 10+ years in Call Center & Logistics
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Competencies
Led and supervised diverse teams across various departments including sales, quality assurance, and operations.
Formulated strategies to improve workflows, KPIs, and operational efficiency in different roles.
Designed and implemented sales strategies, managed client portfolios, and negotiated B2B deals.
Oversaw logistics at border points, managed procurement processes, and coordinated cargo flows.
Developed quality metrics and monitored compliance with service and regulatory standards.
Education
Languages
Summary
Experienced in managing sales, quality assurance, logistics, and project operations across diverse industries. Skilled at leading teams, optimizing processes, and driving strategic initiatives to meet organizational goals.
Key Achievements
- Led sales team at Opticall BPO to achieve company objectives and optimize workflows.
- Developed a new quality scorecard aligning with VOC regulations at Opticall BPO.
- Managed multiple operational teams across border points, ensuring compliance and efficiency at ALVIMER.
Experience
Sales Production Supervisor
Managing a team of sales agents, guiding them towards achieving company objectives., Overseeing daily operations and coordinating cross-functional teams., Championing company mission and core values as a primary advocate., Collaborating with executive leadership to align operations with company...
Quality Assurance Analyst
Developing and implementing a new quality scorecard for call evaluations and knowledge base, aligning with Voice of the Customer (VOC) regulations., Assuming supervisory responsibilities as a 'Team Captain,' overseeing team operations and performance., Monitoring sales agents and...
Country Manager and B2B Sales *Co-Owner
Oversaw administrative, legal, and sales management functions for the business in Nicaragua, ensuring the attainment of country-specific objectives., Managed logistics for goods, including import/export and storage operations., Conducted direct negotiations with clients in a B2B capacity and...
Procurement & Sales Coordinator
Compiled purchase proposals within the designated sales category and prepared purchase orders, analyzing procurement needs and managing associated formalities for acquiring goods and services., Negotiated and oversaw bids with state institutions., Streamlined workflows and delegated tasks to sales...
Sites Operations Supervisor
Supervised operations at land, sea, and air border points, overseeing multiple teams to ensure operational efficiency., Ensured compliance with service level agreements, coordinating cargo flows to meet demand, and maintaining communication with internal and external clients., Accountable for...
PM - Field Resource Manager for Brazil
Oversaw the service requirements for both internal and external customers., Served as the primary point of contact for district managers, facilitating solutions for training coordination, new product introductions, and KPI re-engineering., Identified opportunities for continuous improvement within...
PM - 3rd Party Services Supervisor for CA, Caribbean & PR
Oversaw the implementation of Third-Party Action Plans (BPO) for HP across the Caribbean and Central America., Prioritized service improvement, training, and logistics for HP subsidiary teams in the region to ensure their operational needs were met., Defined operational guidelines to align Services...
Project Manager - Level 2 for Brazil
Oversaw project status monitoring, quality reporting, process documentation, and maintained continuous inter-departmental communication., Facilitated the market introduction of new products while ensuring adherence to current KPIs., Conducted short and medium-term analyses and developed action...