Andrés - Customer Service & Operations Manager with 10+ years of team leadership

Led teams across customer service, quality assurance, and operations to meet organizational goals.

Performed performance analysis, created reports, and executed action plans impacting client service metrics.

Conducted call reviews, scored performance, and organized calibration sessions to ensure quality standards.

Managed recruitment procedures, payroll audits, and HR tasks to support team staffing and development.

Established SLAs and monitored workflows for internal and customer-facing processes.

Recruitment procedures, Inbound, outbound, and back-office product assistance training, Floor support and quality audits, Action plans execution for client metrics impact as well as human development.

Floor support, Data and performance analysis, Action plans execution along with the Team Manager for behaviors / client metrics impact, Leadership and teamwork management.

Quality audits, Wave 22 management and development, Recruitment processes, Data and performance analysis, Action plans execution along with Support Areas for behaviors / client metrics impact., Reports related to the roll.

Team leadership and payroll procedures, Data and performance analysis for action plans creation and execution along with Support Areas for behaviors and metrics management, Reports related to the roll.

Calls review and score based on Allivet scorecards, Action plans creation and execution along with the operation in order to close the gaps in specific behaviors, Product and behaviors re-training based on the quality findings, Quality reports, calibrations organization and presentation.

Administrative tasks: Billing, payroll, HR, Data analysts team management, Establishing SLAs for internal and customer-facing processes, Oversee the recruitment of required and qualified personnel to fill job openings.

Auditing process for Google Waze, Customer Service, Reports related to the roll, Calibration organization and presentation.

Overseeing the teams performance, Loyalty and Service departments, Feedback analysis and performance strategies creation and execution to accomplish the areas goals, Payroll audits for techs and representatives, Reports, meetings and emails handling, related to the roll.