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Ivan
Team Leader with 10+ years of operational excellence in BPO and support
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Competencies
Managed teams in operational settings, guiding workflow optimization and staff development.
Monitored and enhanced team performance metrics such as KPIs and quality assurance.
Provided technical assistance for Xerox printers and handled case management efficiently.
Utilized data analysis techniques to improve operational processes and resolve issues.
Fluent in English and Spanish, experienced in client presentations and team communication.
Education
Languages
Summary
Operational leader skilled in team management, process improvement, and technical support with proven ability to optimize workflows and reduce costs.
Key Achievements
- Led a team to optimize workflows and improve efficiency at Teleperformance.
- Reduced operational costs and contributed to Gross Margin expansion through process improvements.
- Spearheaded Lean Six Sigma initiatives to standardize practices and eliminate waste.
Experience
Floor Manager
Led a team optimizing workflows and implementing performance strategies that boosted efficiency., Reduced operational costs through process improvements and resource reallocation, directly contributing to Gross Margin expansion., Served as the primary liaison for client accounts, delivering...
Agent
Inbound Technical Support for Xerox Printers., Schedule appointments for visits and follow ups., Efficiently handle case management., KPIs management (AHT, QA, etc...).