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Operations Leader with 3+ years in Customer Service & Process Improvement
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Competencies
Expertise in designing, launching, and optimizing operational workflows and KPIs for efficiency and quality.
Skilled in analyzing workflows to identify root causes and implement enhancements that boost performance.
Proficient in KPI dashboards, reporting tools, and interpreting data to inform decision-making.
Fluent in English and Spanish, facilitating effective communication across multicultural teams.
Education
Languages
Summary
Dedicated operations leader with proven success in launching operational programs, enhancing process efficiency, and maintaining high compliance standards. Skilled in data analysis, team coaching, and bilingual communication.
Key Achievements
- Launched and structured a 24/7 operational program at Concentrix, establishing workflows, KPIs, and quality standards.
- Led payment and debt-processing teams at Teleperformance, achieving over 99.75% compliance and reducing errors.
- Maintained 100% compliance and met KPI targets consistently as a Customer Service Specialist at Concentrix.
- Designed and delivered structured English instruction, enhancing pronunciation and grammar accuracy for diverse learners.
Experience
Operations Team Leader
Launched and structured a 24/7 operational program, establishing workflows, KPIs, reporting processes, and quality standards.. Supervised and coached up to 28 team members, ensuring adherence to performance goals and SLA expectations.. Monitored KPI dashboards and performance reports to identify issues and implement optimization strategies.. Collaborated with cross-functional teams to stabilize operations during rapid growth phases.. Delivered data-driven feedback and mentoring to improve productivity and customer satisfaction.
Bilingual Supervisor – Accounting Operations
Led payment application and debt-processing teams, ensuring accurate and compliant execution of processes.. Achieved and maintained 99.75%+ compliance and low error rates through structured monitoring and workflow optimization.. Implemented a Standard Operating Process and restructured the collections area using root-cause analysis.. Coordinated internal reporting, quality checks, and communication with client stakeholders.
Customer Service Specialist
Maintained 100% compliance and consistently met KPI performance targets.. Identified trends in customer interactions and provided feedback for operational improvement.. Documented interaction outcomes in Salesforce CRM accurately and efficiently.
English Teacher
Delivered structured English instruction focused on pronunciation and grammar accuracy.. Designed progress reports and assessments based on measurable performance data.