Demonstrated experience with Strategic and Business Management.
Demonstrated experience with Performance Development.
Demonstrated experience with Communication.
Demonstrated experience with Strategic Planning.
HIRE HORATIO
Build and maintain strong client relationships by deeply understanding their needs and preferences, serving as the primary point of contact to ensure timely communication, proactive issue resolution, and high client satisfaction., Ensure seamless service delivery by aligning operational execution with contractual commitments and client expectations, while leveraging feedback to drive continuous improvement and innovation., Track and analyze key performance indicators (KPIs) to evaluate service quality, identify performance gaps, and lead cross-functional initiatives aimed at enhancing efficiency and customer experience., Lead, coach, and inspire the client service team, fostering a high-performance culture focused on accountability, collaboration, and professional growth., Maintain compliance with industry standards and regulations, proactively identifying risks to client satisfaction and implementing effective mitigation strategies to protect the client relationship and business continuity.
OUTPLEX
Led and optimized training and quality operations across two sites (Bogotá and Santo Domingo), managing a team of 21 Quality Analysts and 4 Trainers to ensure consistent service excellence and alignment with business objectives., Proactively addressed performance gaps and operational issues, minimizing resource waste and downtime through timely root cause analysis and corrective actions., Redesigned and enhanced quality assurance procedures, significantly reducing turnover and error rates while increasing productivity and service consistency., Provided data-driven weekly performance reports, highlighting key trends, opportunities, and actionable insights for continuous improvement., Developed and executed targeted action plans, leveraging motion and process studies to identify inefficiencies and implement measurable improvements in training effectiveness and service delivery.
Associates Degree
Discover other professionals with similar experience
Demonstrated experience with Time Management.
OUTPLEX
Train new hires in customer service and the use of tools., Review and assess ongoing operations, developing initiatives for continuous process improvement., Evaluate employee behaviors, skills, and knowledge on regular basis and provide hands-on training and mentoring to individuals with lagging skills., Worked in conjunction with operations to ensure the best practices was shared for success., Deliver weekly updates on performance and areas of opportunity.
CONDUENT
Provided daily operational support to the Project Manager, ensuring smooth coordination of tasks and alignment with project goals., Enhanced customer engagement and satisfaction by managing interactions across Facebook and Twitter, delivering timely responses and proactive communication., Handled an average of 115 customer inquiries per day, resolving issues efficiently while promoting products and strengthening brand loyalty., Conducted initial client assessments and research, contributing valuable insights for targeted content and service improvements., Redesigned workflows and role assignments, leveraging individual strengths and aligning tasks with production goals to optimize team performance.
QUANTUM CONTACT CENTER
Maintained consistent and proactive client communication, providing timely project updates and ensuring quick resolution of concerns to strengthen client relationships., Collaborated with internal teams to resolve client requests and operational challenges, ensuring seamless service delivery and satisfaction., Led monthly patient case conferences, in-service training, and staff meetings, promoting knowledge sharing, team alignment, and effective communication across departments., Monitored and optimized work environments, maintaining clean, hazard-free production areas to support safety standards and operational efficiency., Ensured accurate project tracking and reporting, keeping clients informed on key developments and fostering transparency throughout the service lifecycle.
