Dynamic professional with over 10 years of experience leading teams in customer support, operations, and quality assurance. Skilled in process optimization, data analysis, and technical troubleshooting. Adept at driving performance improvements, fostering team development, and ensuring operational...
Led and managed teams across customer service, operations, technical support, and quality assurance, ensuring high performance and continuous development.
Developed and implemented protocols for quality inspection and process optimization in manufacturing and logistics environments.
Provided technical support for systems, networks, and applications, ensuring prompt resolution of issues and improved system performance.
Automated reports, developed dashboards, and analyzed data for operational insights, supporting strategic decision-making.
Atento
Lead a team in a high-demand customer service environment, overseeing day-to-day operations to ensure service levels are consistently met or exceeded., Manage scheduling, performance tracking, and workforce optimization, leading to an improvement in team productivity and customer satisfaction...
Lean Solutions
Led and oversaw the entire operational framework in Guatemala, managing a diverse team of 50 employees across various departments., Responsible for strategic decision-making, process optimization, and ensuring high performance through the consistent achievement of key performance indicators...
Guest-tek
Managed technical inquiries by providing solutions for systems, networks, and mobile apps. Demonstrated expertise in TV configurations, operating systems, and internet applications while delivering high-quality customer support., Directed a team responsible for troubleshooting technical issues...
Windset Farms
Bachelor's Degree in Business Administration
BS in Renewable Natural Resources
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Forecasted staffing needs, optimized schedules, and managed payroll to enhance productivity and resource utilization.
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ACT
Spearheaded the design and automation of real-time workforce management reports, which provided senior leaders with actionable insights on performance, productivity, and resource allocation., Managed payroll processing and financial reporting for a large team, ensuring that billable hours were...
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Led a cross-functional team of auditors and quality control specialists to ensure that production processes met or exceeded industry and client standards., Coordinated quality audits across multiple production lines, identifying key areas for improvement and implementing corrective actions that...
Xerox
Led the development of statistical reports and dashboards that allowed for real-time monitoring of operations, providing senior management with the data needed to make informed decisions., Managed the payroll and billing processes for a large team, ensuring accurate invoicing and compliance with...
Telus Guatemala
Provided leadership and support to sales teams during supervisor absences, ensuring that performance targets were met and customer satisfaction remained high., Managed client relationships by explaining product details and billing issues, which improved customer retention rates and overall...