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Operations Manager
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Competencies
Experiencia demostrada en Operations Management.
Experiencia demostrada en KPI Management.
Experiencia demostrada en Performance Management.
Experiencia demostrada en Service Delivery.
Experiencia demostrada en Operational Planning.
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Summary
Operations Manager buscando nuevas oportunidades
Experience
Deputy Operations Manager
Presented operational performance results directly to senior leadership, including the U.S. CEO and Country President, addressing questions on KPIs, performance drivers, and business outcomes.. Eliminated a backlog of approximately 2,000 invoices within six months while maintaining uninterrupted monthly billing operations.. Reduced Meters estimation from approximately 18–20% to 4–6% through root cause analysis (5 Whys), prioritizing high-impact accounts and improving automated meter reading connectivity.. Managed unbilled revenue performance against target, consistently achieving results at or near zero while maintaining strong visibility into billing risks and exceptions.. Maintained Billing BQA above 99% and overall Meters/Billing quality at 92–95% through coaching, process reviews, and performance follow-up.. Led the Guatemala-to-Sri Lanka operational transition on a structured 4-month timeline (1-month training, 2-month volume ramp-up, 1-month qualification), managing a Gantt-style schedule, developing SOPs, and coordinating process handoff — transferring full ownership on time.. Sustained 100% team compliance with remote work standards — daily active-connection time (7.5+ hours) and punctuality (≤2 late arrivals/month) — through KPI tracking, coaching, and accountability follow-up.. Built an automated Excel-based solution that eliminated manual daily VLOOKUP tasks for agents, improving team efficiency.. Collaborated with Operations, Project Management, Engineering, Reporting, and Finance stakeholders on process changes, automation initiatives, and operational improvement projects.
Quality Assistant
Supported the transition of the Order Processing operation into Guatemala, initially joining the process as an operational agent to develop hands-on knowledge of service and delivery requirements.. Improved quality performance from approximately 80% to 98%, exceeding the 95% target, through targeted feedback and ongoing training.
Cash Application Specialist
Processed cash application transactions for a healthcare account, ensuring accurate and timely allocation of payments in a high-volume environment.
CSR
Provided customer service support in a high-volume BPO environment, resolving customer inquiries while meeting quality and service expectations.