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Project Manager with over 10 years of team leadership and operational expertise
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Competencies
Led and developed teams in call center and operations settings to meet performance standards
Ensured achievement of KPI targets, SLA adherence, and productivity standards
Handled client and employee conflicts, demonstrating empathy and problem-solving skills
Managed scorecards, reports, spreadsheets, and administrative documentation
Applied strong analytical and critical thinking to monitor KPIs and improve processes
Education
Summary
Experienced Project Manager and Operations Supervisor with a comprehensive background in team leadership, operational metrics management, and client service in the BPO and healthcare industries.
Key Achievements
- Managed and developed team leaders at Tri Source de Mexico, ensuring KPI achievement
- Validated and maintained critical operational metrics such as SLA and customer satisfaction scores
- Developed new agents and facilitated operational onboarding across roles
Experience
Project Manager
Manage and develop team leaders, Validate KPI’s are updated by team leads, Ensure all critical operations metrics are achieved such as SLA, productivity standards, customer satisfaction scores, Handle administrative work scorecards, reports, spreadsheets, Handle situations with the availability to resolve conflicts and empathize with clients and employees, Adopt company values in personal work behaviours, decision making
Supervisor
Manage agents, Validate KPI’s are updated to ensure all critical operations metrics are achieved such as SLA, productivity standards, customer satisfaction scores, Handle administrative work scorecards, reports, spreadsheets, Handle situations with the availability to resolve conflicts and empathize with employees, Adopt company values in personal work behaviours, decision making
Call Center Agent
Scheduling medical transportation via email or telephone, Work with different insurances like Desert Oasis Health Care, IEHP, Brand New Day, Intervalley and different hospices, medical facilities and hospitals, Develop new agents, showing different range insurances and ensure that each patient receives the proper ambulance according to their needs