Call Center Senior Team Leader March 2015 – March 2017
Onelink BPO, El Salvador
Training content development and revisions for ramp up process. Curriculum delivery and people development towards immediate results.
Manage line of business operative and developmental participating in client relationship by leading processes changes and implementing Customer Service improvement strategies
Developing support staff developmental plan, to measure how’s and what’s to provide effective feedback based on measurable task. Managed compensation and benefits plan, based on high loyalty standards from employees,
Advance knowledge generating reports about productivity and operational results (KPI).
Advance knowledge of CMS and Aspect as productivity control tools as well as other similar systems as in concert, focus on balance business needs and human employee needs.
Experience ramp up division in operational and recruitment process during 1st year. Creating with this a solid background on hiring processes, psychological and technical tests, interviewing techniques to select the best fit for each position. Participation in massive and selective hiring/recruiting processes.
Team Manager Dec 2005 – Feb 2014
Stream, El Salvador
Managing teams with 20 people, schedules adherence, metrics goals accomplishments, biweekly payment, disciplinary actions application, results driving.
I’ve been able to drive productivity metrics by working closer with every of the team members and develop team points of contact according to their strength. This helps also develop individual skills and also create the sense of ownership and responsibility for their own metrics and team spirit.
Manage line of business operative and developmental participating in client relationship by leading processes changes and implementing marketing and control strategies, and collaborating with other supervisor’s performance management as well as their direct reports (up to 60 people).
Advance knowledge generating reports about productivity and operational results (KPI). Advance knowledge of CMS and Aspect as productivity control tools, focus on balance business needs and human employee needs.
Experience starting up division by participating in operational processes and also selecting personnel who works for it. Creating with this a solid background on hiring processes, psychological and technical tests, interviewing techniques to select the best fit for each position. Participation in massive and selective hiring/recruiting processes.
Develop Latin America Escalation Queue oriented to provide solutions and turn unresolved and bad customer experience on resolved and satisfied customers.
Assist new leadership with strategy and best practices and training for new teams joining department. Schedules design for support (supervisor) area and keep and help flowing on operational coverage.
Owning the policies and procedures development for the business segment helping to keep operation organize and adhered to standards in regards of ownership models, retail process and customer verification process.
Designed, developed and deployed training curriculum for new hire employees as well as for continuous training and knowledge development for actual employees. Developed and deployed for groups of up to 25 people.
Building strong relationship with new leadership team and quality team, to keep all team on same channel and keep high productivity and Customer experience/Resolution quality in our service. Lead team members and promote teamwork and cooperation.
Created new processes (Ownership model and the Mentoring Program), contributing to pass the 90% Customer Experience metric barrier for the Tech Support / Customer Service Teams in Americas.
Actively auditing quality of the calls, to find improvement areas on call handling and metrics development. Improvement of on Quality audit form to meet Standards, currently Quality Team used the bases of that design to develop actual one.
Driving a saving cost – Green Belt BPI for Dell services and logistic, creating a process, that means, more than quarter million dollars on savings for Latin America segment to Dell Americas.
Receptionist/Personal Assitant December 2002– June 2003
Buffete Molina – Orellana y Asociados.
Managing and organizing agenda, proofreading and revising documents, servicing on site and on the phone customers.
Accounting Assistant August 2002– December 2002
Accounting Firm Despacho Contable Giron y asociados
Managing VAT y IRS books.
KNOWLEDGE AND SKILLS.
• Experience with creation and modification of procedures affecting multiple Business Units and multinational offices.
• Six Sigma process improvement systems (Green Belt Certified).
• Technical support knowledge hardware and software computers, networking management.
• Financial Knowledge in accounting processes and reports.
• Experience and ability to manage groups of people.
• High leadership skills and ability to manage below, across and above
• Domain of interpersonal relationship skills with ability to work under pressure.
• Knowledge on Quality of Service indicators and network statistics.
• Ability to analyze and synthesize processes and data.
• Excellent presentation skills
• Certified Trainer & Mentor
• Full customer service and customer saving oriented
• Advanced knowledge of MS Office productivity suite (2003, 2007 & 2010)
• Advanced knowledge of Online packages such as Office 365 and Google Drive.
• Mobiility, Satelite TV and internet services.
• Hotel Franchises sytem.
• Airline Customer Service and Sales strategies.
• Social Media Management and Email campaign management.