Versatile professional with extensive experience in operations supervision, process optimization, and quality assurance across diverse sectors. Adept at leading teams, streamlining workflows, and enhancing service quality to drive organizational success.
Expertise in overseeing daily operations, optimizing workflows, and enhancing team performance.
Skilled in identifying inefficiencies and implementing solutions to streamline processes.
Proficient in auditing, compliance monitoring, and coaching to improve service quality.
Experienced in managing customer interactions, reducing errors, and increasing satisfaction.
Servexo USA
Managed daily operations and scheduling for 200+ security officers across 15+ U.S. locations, ensuring 98% shift coverage., Reduced incident response times by 25% by implementing a real-time coordination and escalation process., Oversaw onboarding and performance tracking, improving officer deployment efficiency by 30%., Developed KPI dashboards to monitor team compliance, contributing to 15% higher client satisfaction scores., Coordinated directly with clients and regional leads, resolving high-priority issues with a 95% resolution rate within 24 hours.
Keep Calm Services
Audited 100–120 customer interactions weekly, using scorecards to measure compliance and identify coaching opportunities., Contributed to a 15% increase in customer satisfaction (CSAT) by identifying service gaps and improving agent feedback., Developed Excel-based performance dashboards that automated QA trend reporting, reducing reporting time by 40%., Participated in weekly calibration sessions, aligning QA scores with team leads, improving score consistency by 20%.
Keep Calm Services
Managed a caseload of 150–180 personal injury cases/month, ensuring 100% documentation compliance in Filevine and LeadDocket., Reduced appointment and treatment tracking errors by 30%, accelerating legal case preparation timelines., Coordinated over 1,000 medical appointments, ensuring patients attended necessary treatments within legal deadlines., Trained 3 new hires on internal processes, increasing department efficiency by 20% during onboarding., Maintained a 96% client satisfaction rating based on follow-ups and communication logs.
Industrial Engineering
C1 English Fluency Certification
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Capable of building strong relationships and managing client expectations effectively.
UnitedHealthcare | TTEC Colombia
Resolved over 500 internal logistics tickets/month, contributing to a 15% reduction in average handling time (AHT)., Supported claims processing and scheduling for U.S. healthcare providers, improving SLA adherence by 22%., Used Excel and internal systems to manage shift planning and resource allocation with 98% accuracy., Identified workflow redundancies, helping reduce ticket backlog by 25% within 3 months.
Remitly | Sutherland Services
Led a bilingual team handling 400+ cross-border inquiries/week, maintaining an average CSAT score of 92%., Reduced transaction error escalations by 20% through proactive pattern identification and escalation protocols., Improved first contact resolution (FCR) rate by 18% through training, SOP updates, and feedback sessions., Delivered weekly performance reports to leadership, identifying trends that helped reduce churn by 10%., Resolved high-risk money transfer issues within SLA 95% of the time, contributing to compliance performance.
Oportun & Exeter Finance | Sutherland Services
Managed 100+ delinquent accounts weekly, increasing recovery by 25%., Improved resolution time by 35% with personalized negotiation scripts., Created dashboards that halve reporting time., Trained 4 team members and improved compliance adherence by 30%.
