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.
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
Tri Source de Mexico
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
Redial BPO
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
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
High School Degree
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Applied strong analytical and critical thinking to monitor KPIs and improve processes
