Results-driven Operations Supervisor with over 5 years in customer service and BPO environments. Skilled in team management, operational reporting, and process optimization. Bilingual in Spanish and English, with a focus on achieving KPIs and enhancing team productivity.
Managed and guided customer support teams, ensuring KPI achievement and continuous improvement.
Developed and analyzed reports using Excel and Power BI to monitor and enhance operational efficiency.
Conducted performance evaluations and coaching based on KPIs to drive team productivity.
Facilitated communication in Spanish and English, supporting diverse customer and team interactions.
Teleperformance
Led teams of 15–17 agents, consistently achieving quality and productivity KPIs., Delivered data-driven individual and group coaching based on performance metrics., Created operational reports using Excel, Power BI, and internal systems., Partnered with QA, support, and operations teams to analyze...
Teleperformance
Reviewed social media content according to client guidelines and policies., Met productivity and quality targets measured through KPIs., Used internal platforms for case classification, documentation, and escalation., Maintained high accuracy standards and policy compliance.
Ingram Micro
Supported the cloud services team by generating pricing lists., Managed customer contact and commercial support., Assisted clients with software licensing guidance., Contributed to administrative and operational processes.
Software Engineering
High School Diploma
Discover other professionals with similar experience
Supported cloud services operations and utilized internal BPO tools for process efficiency.
