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Operations Manager with 10+ years of leadership in Business Services
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Competencies
Applied in overseeing service delivery, meeting SLAs, and managing performance and resources.
Implemented QA standards and developed training programs for process improvement.
Directed teams, conducted performance appraisals, and groomed future leaders.
Handled payroll, facilities, and procurement processes including budget validation.
Taught English as a Foreign Language, preparing students for TOEFL and various levels.
Education
Languages
Summary
Experienced in managing operational teams, quality assurance, and process improvement across diverse environments, with proven leadership in service delivery and strategic planning.
Key Achievements
- Supervised QA teams across multiple countries, supporting regional operational goals.
- Led process improvements at Conduent, contributing to operational efficiencies and audits.
- Managed delivery of quality service, SLA compliance, and performance evaluations at One Link.
Experience
Teacher of English as a Foreign Language
Provide English classes to students at different levels, from course 1 up to TOEFL.
Regional Manager
Supervise and provide support to QA supervisors from Guatemala, Quetzaltenango and El Salvador., Deliver reports to our clients on a daily basis., Develop internal personnel by working on action plans and work together with Operations Managers.
QA / Training Manager
Achieved quality assurance operational objectives by contributing information and analysis to strategic plans and reviews, preparing and completing action plans., Implementing production productivity, quality and customer-service standards., Identifying and resolving problems; completing audits, determining system improvements, implementing changes., In charge of payroll twice a month and also financial and facilities deliverable for projects., In charge of interviewing and recruiting new hire staff.
Operations Manager
Delivering Quality service and consistently meeting key SLA's, closely monitoring the service delivery operations to ensure compliance with key metrics and SLA's., Performance Management and Planning, evaluating the performance of team member according to the set process workflow management and adherence to quality compliance requirements., Conducting annual appraisal for the process, involving assessing the agent's performance and contribution to the process. Also responsible for finding the potential of an individual and grooming individuals to become future leaders., Control absenteeism and attrition., Meet all the financial targets (Revenue and project margin)., Oriented on deliverables, process enhancements and meeting deadlines., Payroll management and facilities deliverables for accounts.
Senior Business Operations Analyst
Responsible for creation of Purchase Requests in Ariba for all technology contracts., Take technology contracted Purchase Requests through full process from beginning to end, from Global Procurement, Spend Control Tower, payment, reconciliation, good receipt, and payment., Validate up front if there is a CAPEX budget and if there is still budget available for that, if not work to solve the budgeting issue., Understand the CAPEX budgeting process and participate in budgeting efforts.