Pedro - Operations Supervisor with 10+ years in Customer Service & Process Improvement

Guatemala City, Guatemala, Guatemalaen

Led the setup of a local Escalations team, reducing support queue times and improving customer experience.

Managed and trained a team of 17 agents across multiple domains, consistently exceeding KPIs.

Published on CazVid

Summary

Operations Supervisor specializing in customer service, process optimization, and team leadership with over a decade of industry experience.

Key Achievements

Developed dashboards and reporting tools to monitor performance and operations efficiency.

Skills

Team LeadershipExperto

Led diverse teams, managed recruitment, onboarding, and staff development initiatives.

Process ImprovementAvanzado

Implemented operational improvements, designed escalation flows, and optimized workflows.

Stakeholder CommunicationAvanzado

Collaborated with client stakeholders, presented solutions, and coordinated across departments.

Performance Monitoring & ReportingIntermedio

Created dashboards and reports to monitor KPIs such as CSAT, QA, AHT, and FCR.

Customer Service & Support

Experience

Operations Supervisor

Genpact Guatemala

April 2016 - July 2025

Identified the need for a local Escalations team to reduce wait times and improve customer experience, as the existing support was managed from the Philippines with long queues., Proposed and led the full setup of the department, including scope definition, team structure, staffing plan, and...