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Competencies
Demonstrated experience with Process Optimization.
Demonstrated experience with Performance Management.
Demonstrated experience with Workforce Management.
Demonstrated experience with Budget Management.
Demonstrated experience with Collaboration.
Experience
Site Operation Manager
Managed daily operations of one or more contact center units, ensuring high levels of efficiency, productivity, and customer satisfaction., Collaborated with cross-functional teams, including logistics, maintenance, and customer service, to meet business goals., Developed and executed strategic plans to enhance profitability, productivity, and operational efficiency across the company., Improved customer service and satisfaction scores through operational enhancements., Reduced operational costs by through budget management and cost-saving initiatives.
Operations Manager
Directed large-scale call center operations, optimizing workforce management and KPIs., Implemented process automation and performance strategies, boosting productivity and reducing overhead., Strengthened client relationships, ensuring service excellence and contract retention.
Sales Director (Mexico & Albania)
Spearheaded market expansion, overseeing sales operations across Mexico and Albania., Built and trained high-performing sales teams, achieving double-digit revenue growth.
Program Manager
Managed daily operations of one or more contact center units, ensuring high levels of efficiency, productivity, and customer satisfaction., Developed and executed strategic plans to enhance profitability, productivity, and operational efficiency across the company.
Supervisor
Worked closely with HR, IT, and Training teams to streamline operations., Led a team of 20 agents, driving performance through coaching and quality assurance., Improved team sales conversion rates and customer satisfaction by implementing effective training strategies.
Sales Agent
Excelled in sales and customer service, consistently surpassing performance targets., Developed strong negotiation and persuasion skills, mastering objection handling.