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Evelyn
Operations Manager
Contact
Guatemala City, Guatemala, Guatemala
Open to remote
Available on CazVid
Education
Bachelor's Degree in Law and Justice
Universidad San Pablo de Guatemala
2024 - Presente
Languages
EnglishFluido
Summary
Operations Manager buscando nuevas oportunidades
Experience
CUSTOMER SERVICE TEAM LEAD
Servicios Internacionales de Atención al Cliente S.A.
Sep 2020 - Jul 2024
Led and coached 50 remote agents, driving exceptional performance improvements. • Key Achievement: Implemented two Green Belt projects that revolutionized team metrics. Within two months: CSAT 52%→75%, NPS 63%→72%, FCR 58%→86%, AHT reduced by 50%. By month three: 92% CSAT, 87% NPS, 96% FCR, AHT <500 sec. • Scaled methodology to 400+ agents and 3 managers via weekly training and daily sprints. • Conducted call monitoring, real-time feedback, and personalized coaching. • Led client meetings to ali
Published on CazVid - Aug 28, 2026