Marvin - Operations Manager with 10+ years of leadership in Business Services

Guatemala City, Guatemala, Guatemalaen

Supervised QA teams across multiple countries, supporting regional operational goals.

Led process improvements at Conduent, contributing to operational efficiencies and audits.

Published on CazVid

Summary

Experienced in managing operational teams, quality assurance, and process improvement across diverse environments, with proven leadership in service delivery and strategic planning.

Key Achievements

Managed delivery of quality service, SLA compliance, and performance evaluations at One Link.

Skills

Operations ManagementAdvanced

Applied in overseeing service delivery, meeting SLAs, and managing performance and resources.

Quality Assurance & TrainingAdvanced

Implemented QA standards and developed training programs for process improvement.

Team Leadership & DevelopmentAdvanced

Directed teams, conducted performance appraisals, and groomed future leaders.

Financial and Procurement ManagementIntermediate

Handled payroll, facilities, and procurement processes including budget validation.

English Language Teaching

Experience

Teacher of English as a Foreign Language

CIAV Guatemala

January 2002 - December 2007

Provide English classes to students at different levels, from course 1 up to TOEFL.

Regional Manager

Telus International S.A.

January 2008 - November 2015

Supervise and provide support to QA supervisors from Guatemala, Quetzaltenango and El Salvador., Deliver reports to our clients on a daily basis., Develop internal personnel by working on action plans and work together with Operations Managers.

QA / Training Manager

Conduent Business Services Guatemala S.A.

November 2015 - November 2019

Achieved quality assurance operational objectives by contributing information and analysis to strategic plans and reviews, preparing and completing action plans., Implementing production productivity, quality and customer-service standards., Identifying and resolving problems; completing audits, determining system improvements, implementing changes., In charge of payroll twice a month and also financial and facilities deliverable for projects., In charge of interviewing and recruiting new hire staff.

Operations Manager

One Link Guatemala

Education

MARIANO GALVEZ UNIVERSITY

Bachelor

Completed 2012

Delivering Quality service and consistently meeting key SLA's, closely monitoring the service delivery operations to ensure compliance with key metrics and SLA's., Performance Management and Planning, evaluating the performance of team member according to the set process workflow management and adherence to quality compliance requirements., Conducting annual appraisal for the process, involving assessing the agent's performance and contribution to the process. Also responsible for finding the potential of an individual and grooming individuals to become future leaders., Control absenteeism and attrition., Meet all the financial targets (Revenue and project margin)., Oriented on deliverables, process enhancements and meeting deadlines., Payroll management and facilities deliverables for accounts.

Senior Business Operations Analyst

Conduent Business Services Guatemala

October 2020 - Up to date

Responsible for creation of Purchase Requests in Ariba for all technology contracts., Take technology contracted Purchase Requests through full process from beginning to end, from Global Procurement, Spend Control Tower, payment, reconciliation, good receipt, and payment., Validate up front if there is a CAPEX budget and if there is still budget available for that, if not work to solve the budgeting issue., Understand the CAPEX budgeting process and participate in budgeting efforts.