Experience

• 

  Acs/xerox

  Oct 2008 - May 2010

  Operation supervisor

  Supervising 16 customer service representatives, providing them with the necessary tools to perform exceeding requirements. Responsible of their production, quality, absenteeism. Floor coverage.

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  Xerox

  May 2010 - now

  • Contribute to the development and implementation of structural strategies, policies and practices in order to ensure organizational effectiveness.• Create the highest level of efficiency possible within an organization by providing leadership for the organization's functions. • Manage a large team, providing stable and competitive results regarding excellent customer service, handling time, quality, production, absenteeism and effective coaching.• Implement Mentoring Programs.• Manage different types of projects: Customer care, Retentions, Technical support and Social Media. Show less Organize and coordinate plans. Provide strategic guidance to teams and Operations managers in ways that promote the company’s values. Oversee the progress of operations.Manage staff of different disciplines to produce results in a timely manner. Develop efficient strategies and tactics.• Decide on suitable strategies and objectives• Coordinate cross-project activities• Lead and evaluate operation managers and other staff• Develop and control deadlines, reports and activities• Apply change, risk and resource management• Assume responsibility for the program’s people and vendors• Prepare reports for program directors and vendor• Maintain a two ways communication of relevant information between the vendor and the company regarding metrics, action plans and processes to follow. Show less

  • Operations Manager

    Mar 2013 - now

  • Program Manager

    May 2010 - Mar 2013
• 

  Aloricadr

  Jun 2018 - Sept 2018

  Senior operations manager
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  Conduent

  Nov 2018 - now

  • Job Description Responsible for responding to customer inquiries and complaints regarding Conduent's records. Answers and initiates a variety of real-time inbound and outbound voice-based communications in English. •Contributes to departmental business plans and priorities by applying company policies and procedures to resolve a variety issues • Provides resolutions to an assortment of problems that are moderately complex in scope. • Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills. • Adapts departmental plans and priorities to address resource and operational challenges • Provides resolutions to a diverse range of complex problems using data and analysis. • Adapts departmental plans and priorities to address resource and operational challenges. • Requires in-depth knowledge and experience. • Develops resolutions to diverse array of complex problems that require the frequent use of creativity. • Develops departmental plans, including business, production and/or organizational priorities. • Interprets internal or external business issues and recommends solutions/best practices. Adapts and executes functional or departmental business plans and contributes to the development of organizational strategies. • Works on unique and complex issues that have a broad impact on the business and implements strategic policies. Show less

  • Operations Manager

    Jan 2017 - now

  • Senior Operations Manager

    Nov 2018 - Oct 2021
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  Continuum global solutions

  Jan 2019 - Jan 2019

  Sr. operations manager
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  Buwelo dominican republic

  Aug 2022 - Oct 2023

  Plan, coordinate, execute and monitor all projects' activities, performance, budgets . Create strategies to accomplish client’s requirements. Built effective relationship with the client. Manage Sales, Retention and Customer Care depart

  • SBU Manager

    Feb 2023 - Oct 2023

  • Operations Manager

    Aug 2022 - Apr 2023