Victor Valverde Trejos

Experience

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  Convergys

  Apr 2014 - Oct 2018

  Responsibilities: • Manage a team of CSR’s (15-20 agents) • Time keeping and payroll-related duties. • Assist to weekly meetings with corporate personnel. • Product coaching and talent development. • SLA and reporting. • Business analysis, forecasting and scheduling. • Strategic development and problem solving.

  • Team Manager

    Apr 2014 - Oct 2018

  • Customer Service Manager

    Apr 2014 - Sept 2018
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  Uber

  Oct 2018 - Nov 2022

  Process analysis and improvement, BGC forecast and budget control / reporting, Monthly presentation updates, Project and Program managers support, data analysis and reporting. I participated in the creation of the LATAM Auditing Team, from hiring, KPI creation, Program managers support, mentoring other team managers and reporting monthly performance to high level management.

  • Program Specialist

    Nov 2021 - Nov 2022

  • Safety Operations Team Lead ll

    Oct 2018 - Nov 2021
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  WNS Global

  Jan 2023 - Jun 2023

  Deputy Manager

  Lead a team of 15 employees, providing guidance, coaching, and performance feedback to ensure high levels of engagement and productivity.Develop and execute strategies for talent acquisition, onboarding, and retention, aligning with the organization's growth objectives.Collaborate with department heads to identify staffing needs and create workforce plans that anticipate future talent requirements.Champion diversity and inclusion initiatives, fostering an environment that values different perspectives and backgrounds.Drive performance management processes, setting clear goals, conducting regular check-ins, and providing constructive feedback.Promote professional development by identifying training opportunities, mentorship programs, and skill-building initiatives.Serve as a liaison between employees and senior management, conveying team feedback, concerns, and suggestions.Oversee employee relations, addressing any conflicts or issues promptly and working to maintain a positive work atmosphere.Collaborate with HR to ensure compliance with employment laws, regulations, and company policies.Implement and enhance employee engagement strategies, recognizing accomplishments and celebrating milestones.Lead by example, demonstrating the organization's values and fostering a culture of accountability and transparency.Analyze team performance metrics and make data-driven recommendations for process improvements.Stay current on industry trends and best practices in people management, applying relevant insights to enhance team dynamics. Show less

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  Zeta Global

  Nov 2023 - now

  Senior CDP Manager