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Competencies
Demonstrated experience with Microsoft Office Suite.
Demonstrated experience with SharePoint.
Demonstrated experience with Google Docs.
Demonstrated experience with Call center software (Avaya, SAP).
Education
Languages
Experience
Project Manager for the Software and Services Launch Team
Document and approve project scope by stakeholders and decision team to execute and deliver projects—access and archive project documents at completion., Identify and mitigate program risks and issues using problem-resolution skills., Cultivate productive relationships with stakeholders, decision authority, and project teams through responsive and open communication.
Operations Supervisor/Transition Trainer
Directed daily activities as an operations supervisor to ensure smooth post-launch., Acted as a liaison between the client (Direct Energy Alberta Canada) and customers to build and maintain mutually beneficial relationships—improved business efficiency through effective key performance indicators management., Transitioned operations from the services account (Direct Energy Alberta, CA) to Guatemala.
Operations Supervisor and Quality Assurance
Played a crucial role in managing customer service representatives and KPIs for retail and banking programs., Monitored a group of agents that assisted customers on the phone., Managed unhappy customers with unusual requests, products, services, and agent efforts.