Experienced in managing customer support teams, operational processes, and HR functions. Skilled in coaching, performance analysis, and strategic improvement initiatives across diverse organizations.
Directed initiatives to improve customer satisfaction and NPS metrics across multiple roles.
Supervised and mentored teams, implementing structured coaching for performance enhancement.
Handled daily operations, HR processes, and logistics, ensuring adherence to SOPs and policies.
Utilized performance metrics and analytics to identify operational opportunities and optimize KPIs.
Insignia Resources / FreedomCare
Managed daily attendance tracking, schedule adherence, and agent support through WhatsApp Business., Supported payroll processing, overtime control, vacation management, and monthly bonus payouts., Coordinated disciplinary actions, PIPs, and action plans in alignment with Operations Managers and...
Foundever Panama
Led high-performing teams focused on customer satisfaction, ownership, and advocacy., Designed and implemented strategies to improve CSAT and operational consistency., Drove skill enhancement and performance optimization through structured coaching.
Alight Solutions
Managed operations supporting HR administration, health benefits, 401k, and retirement services., Implemented customer-centric strategies to maintain high satisfaction levels., Ensured consistent knowledge transfer and performance excellence.
Foundever
Managed NPS-driven performance initiatives., Grow Point & Leadership Academy expert., Multiple Coach of the Month recognitions for top performance.
Bachelor’s Degree
Graduate
Technical Degree
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