Experienced in managing customer support teams, operational processes, and HR functions. Skilled in coaching, performance analysis, and strategic improvement initiatives across diverse organizations.
Directed initiatives to improve customer satisfaction and NPS metrics across multiple roles.
Supervised and mentored teams, implementing structured coaching for performance enhancement.
Handled daily operations, HR processes, and logistics, ensuring adherence to SOPs and policies.
Utilized performance metrics and analytics to identify operational opportunities and optimize KPIs.
Insignia Resources / FreedomCare
Managed daily attendance tracking, schedule adherence, and agent support through WhatsApp Business., Supported payroll processing, overtime control, vacation management, and monthly bonus payouts., Coordinated disciplinary actions, PIPs, and action plans in alignment with Operations Managers and...
Foundever Panama
Led high-performing teams focused on customer satisfaction, ownership, and advocacy., Designed and implemented strategies to improve CSAT and operational consistency., Drove skill enhancement and performance optimization through structured coaching.
Alight Solutions
Managed operations supporting HR administration, health benefits, 401k, and retirement services., Implemented customer-centric strategies to maintain high satisfaction levels., Ensured consistent knowledge transfer and performance excellence.
Foundever
Bachelor’s Degree
Graduate
Technical Degree
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DirecTV
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TXU Energy
Identified operational opportunities using analytics and performance metrics., Managed close rates, NPS, and sales effectiveness., Handled timecards and payroll using Kronos.
Platinum Care Services
Reviewed and approved high-value financial transactions., Ensured fraud prevention and compliance standards.
Dell Inc. Panamá
Sales and account management for small and medium-sized businesses.
