A dedicated professional with over 15 years of experience in call center management, logistics coordination, and facilities oversight. Adept at leading teams, streamlining operations, and delivering exceptional customer service across diverse industries.
Extensive experience in managing client relationships, resolving issues, and ensuring service excellence.
Skilled in overseeing supply chain processes, transportation, and facilities management for optimal performance.
Proven ability to lead, train, and motivate teams to meet and exceed performance standards.
Strong communicator with a talent for facilitating collaboration and understanding across diverse teams.
LEAN SOLUTIONS GROUP
Facilitate communication between production, sales and distribution stages to promote a healthy and efficient supply chain.. Coordinating transportation to ensure prompt and proper movement of shipments.
LEAN SOLUTIONS GROUP
Helping to ensure the functionality, comfort, safety and efficiency of buildings and grounds, infrastructure and real estate.. Facilities management including lease management, lease administration and accounting.. Capital project planning and management.
247ai- GUATEMALA CONTACT SERVICES COMPANY, S.A.
Coach call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.. Daily management operations related to internal and external customer service.. Daily KPIs monitoring (Attendance, productivity, performance and quality).. In charge of maintaining a good work environment.. Develop associates to provide the best customer service.
ATENTO GUATEMALA
Customer service for Egencia, cooperating with clients to determine their needs and advising them appropriate destination, modes of transportations, travel dates, costs and accommodations through website and Sabre system.. Customer service for Grubhub, resolving service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution related with food delivery.
Bachelor Degree
Profesional Publicist
Medicine School
High School Diploma
Elementary School
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Effective at analyzing situations and developing strategic solutions to enhance operations.
ACT
Supports customers by providing helpful information, answering questions, and responding to complaints for AT&T, EDP program.. Assistance to employees and retirees with accounts creation, check status, changes, modifications, cancellations, etc.
INTELENET
Daily management operations related to internal and external customer service and sales.. Daily KPIs monitoring (Attendance, productivity and performance).. In charge of maintaining a good work environment.. Develop associates to provide the best customer service and sales.. Daily creation and track of KPIs reports.
CONDUENT, S.A.
Sell transportation, lodging, and admission to entertainment activities to individuals and groups planning trips.. Offer advice on destinations, plan trip itineraries, and make travel arrangements for clients with Royal Caribbean International.. General assistance to travel agencies and customers regarding booking creation, status, changes, cancellations, modifications, etc.. Technical assistance with Royal Caribbean website.
NOVACREATIONS, S.A.
Daily management tasks related to coordinating apparel creation and production.. In charge to ensure clients' needs were understood and satisfied.. Personalized customer service for US and UK companies.. Communication and support for providers.. Daily reporting and tracking of different productions.. Workshop management and monitoring.
EGS
Training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.. Daily management operations related to internal and external customer service.. Daily KPIs monitoring (Attendance, productivity, performance and quality).. In charge of maintaining a good work environment.. Develop associates to provide the best customer service.. Calibration coordinator.. Develop and conduct new action plans to improve QA.
ASOCIACION DE CALL CENTERS, S.A. (Allied)
Ensure agents understand and comply with all call center objectives, performance standards, and policies.. Daily management operations related to internal and external customer service.. Daily KPIs monitoring (Attendance, productivity, performance and quality).. Develop associates to provide the best customer service.. Conduct new action plans to improve QA.
ASOCIACION DE CALL CENTERS, S.A. (Allied)
Customer service representative for Tracfone.
Banco G&T Continental
Handling customer financial transactions like deposits, withdrawals, transfers, money orders, and checking.
Burger King - Restaurant
Take orders, answer questions about the menu, take payment, communicate orders with the kitchen staff, help with customer service.
CONDUENT, S.A.
Ensure agents understand and comply with all call center objectives, performance standards, and policies.. Daily management operations related to internal and external customer service.. Daily KPIs monitoring (Attendance, productivity, performance and quality).. In charge of maintaining a good work environment.. Develop associates to provide the best customer service.. Calibration coordinator.. Develop and conduct new action plans to improve QA.
EGS
Call Center Trainer and coordinator for new business line, Training received in Dallas, Texas June 2015 at Walmart ecommerce office.. In charge of implementing new lines of communication via chat.
Call Center Operations Manager
Daily tasks take over of Walmar[link hidden] email account for approximately 2 months (Financial, Headcount, Performance, direct contact with client, etc.).. Coordinate daily operations.. Weekly Business Review with client.. Coordinate along with supervisors and QA the compliance and follow up of actions to improve KPIs.. Coordinate the different areas related with the account (Financial, Quality, Human Resources, etc.).
Training Facilitator
New LOB opened in Missouri, USA August 2013, providing assistance for one month training to run Walmar[link hidden] voice account.
CIAV & INEDU
Completed TEFL 100-hour program, having approved the modules of Linguistics, Phonology, Teaching Principles, Procedures, Grammar and Practice Teaching.
ACADEMIA EUROPEA
Teaching different levels from beginners to advanced classes.
