Ivan - Team Leader with 10+ years of operational excellence in BPO and support

Lynn, Massachusetts, United Statesen

Led a team to optimize workflows and improve efficiency at Teleperformance.

Reduced operational costs and contributed to Gross Margin expansion through process improvements.

Publicado en CazVidVideo entrevista disponible

Resumen

Operational leader skilled in team management, process improvement, and technical support with proven ability to optimize workflows and reduce costs.

Video Resume

Logros Clave

Spearheaded Lean Six Sigma initiatives to standardize practices and eliminate waste.

Habilidades

Team LeadershipAvanzado

Managed teams in operational settings, guiding workflow optimization and staff development.

Performance ManagementAvanzado

Monitored and enhanced team performance metrics such as KPIs and quality assurance.

Technical SupportIntermedio

Provided technical assistance for Xerox printers and handled case management efficiently.

Data Analysis & Problem SolvingIntermedio

Utilized data analysis techniques to improve operational processes and resolve issues.

Communication Skills

Experiencia

Floor Manager

Teleperformance

July 2018 - July 2025

Led a team optimizing workflows and implementing performance strategies that boosted efficiency., Reduced operational costs through process improvements and resource reallocation, directly contributing to Gross Margin expansion., Served as the primary liaison for client accounts, delivering...

Agent

Xerox Dominicana

April 2013 - May 2018

Inbound Technical Support for Xerox Printers., Schedule appointments for visits and follow ups., Efficiently handle case management., KPIs management (AHT, QA, etc...).