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Competencies
Demonstrated experience with Word.
Demonstrated experience with Excel.
Demonstrated experience with Microsoft Outlook.
Demonstrated experience with PowerPoint.
Demonstrated experience with Google Sheets.
Education
Languages
Experience
Senior Delivery Logistics Supervisor
Evaluates performance against objectives and standards, identifying improvements and opportunities for optimization and digitalization., Ensures regulatory compliance and conducts audits to ensure proper use of resources., Managed the productivity of my team; distributed the workload to achieve high impact results in a short term., Supervises the execution of action plans and continuous improvement strategies., Provides constant feedback to teams to align them with operational excellence., In charge of 2 Junior Supervisors., Creation of new Reporting to keep a smooth and integrated operation., Knowledge, comprehension, respect, and enforcement of all policies and procedures of IUNGO., Administer, train, and develop all the members from the Logistic Team (RTAs)
Office Supervisor
Mentor and guide new Operations Supervisors., Managed projects for up to 15 to 30 employees., Creation of individual reporting and department productivity, published daily, weekly, monthly, and yearly., Respond to system problems and questions in an efficient manner., Managed team productivity and distributed workload for high impact results., Establish a structure for organization with delegated responsibilities., Administer, train, and develop all team members., Coordinate daily assistance to reduce repetitions and maximize recovery of time., Administer programs and action plans to accomplish service goals and productivity., Develop and implement new incentive programs.
Customer Service Senior Team Leader
Mentor and guide new Operations Supervisors., Managed projects for up to 15 to 30 employees., Creation of individual reporting and department productivity, published daily, weekly, monthly, and yearly., Respond to system problems and questions in an efficient manner., Managed team productivity and distributed workload for high impact results., Establish a structure for organization with delegated responsibilities., Administer, train, and develop all team members., Coordinate daily assistance to reduce repetitions and maximize recovery of time., Administer programs and action plans to accomplish service goals and productivity., Develop and implement new incentive programs.
Real Time Analyst II
In charge of monitoring Real Time different queues., Perform constant audits to reports showing queue behavior., Maintain communication with POC of each queue for better visibility of trends., Audit and send daily End of Day Report for each queue., Send weekly End of Week Report comparing performance.
Compliance Auditor
Monitor randomly selected calls via various dialer softwares., Meet monthly call monitoring quotas., Record scored calls and save reviewed forms as PDF., Send calls with compliance violations to Operations Management., Log failed calls or coaching opportunities for reporting.
Sales and Customer Service Operations Supervisor
Mentor and guide new Operations Supervisors., Managed projects for up to 15 to 30 employees., Creation of individual reporting and department productivity, published daily, weekly, monthly, and yearly., Respond to system problems and questions in an efficient manner., Managed team productivity and distributed workload for high impact results., Establish a structure for organization with delegated responsibilities., Administer, train, and develop all team members., Coordinate daily assistance to reduce repetitions and maximize recovery of time., Administer programs and action plans to accomplish service goals and productivity., Develop and implement new incentive programs.
Customer Service Operations Supervisor
Mentor and guide new Operations Supervisors., Managed projects for up to 15 to 30 employees., Creation of individual reporting and department productivity, published daily, weekly, monthly, and yearly., Respond to system problems and questions in an efficient manner., Managed team productivity and distributed workload for high impact results., Establish a structure for organization with delegated responsibilities., Administer, train, and develop all team members., Coordinate daily assistance to reduce repetitions and maximize recovery of time., Administer programs and action plans to accomplish service goals and productivity., Develop and implement new incentive programs.
Customer Service Operations Supervisor
Mentor and guide new Operations Supervisors., Managed projects for up to 15 to 30 employees., Creation of individual reporting and department productivity, published daily, weekly, monthly, and yearly., Respond to system problems and questions in an efficient manner., Managed team productivity and distributed workload for high impact results., Establish a structure for organization with delegated responsibilities., Administer, train, and develop all team members., Coordinate daily assistance to reduce repetitions and maximize recovery of time., Administer programs and action plans to accomplish service goals and productivity., Develop and implement new incentive programs.