Experience

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  Latin-american beer manufacturers association (alaface)

  Oct 1996 - Jan 1998

  Journalist

  Drafting and diagramming of the corporate weekly bulletin; coverage and organization of international events; diagramming and proof-reading of expert reviews; handling of information for the corporate website; contact with ALAFACE foreign members.Supervisor: José Manuel Juanatey.

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  Venevision

  Feb 1998 - Feb 2003

  Tv producer

  Production of talk shows, music shows, contest shows, morning shows and news programmes in the studio and outside; research, advertising, pre-production, editing and post-production.

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  El pais televisión (puma tv - canal i)

  Jul 2005 - Jan 2006

  Excecutive producer

  Responsible for managing all aspects of daily shows production and staff supervision, budgeting, Public relations. Production of talk shows, music shows, contest shows, morning shows, in studio and outside; research, supervision of all stages: pre-production, editing and post-production.

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  A.c. fundacion venezuela sin limites

  Jan 2006 - Jan 2006

  Coordinadora de comunicaciones

  In charge of both internal and external communications, fund raising events, handling of information for the website, monthly bulletin, public relations, support to other NGOs registered with their communications issues, organising press meetings, writing press notes, promotional material and ads, create communications strategies and image of the Organisation and NGO registered.

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  Vertigo producciones

  Mar 2006 - Jul 2016

  Script writer / consultor freelance

  General producer of sports and health magazine “Vida Ligera” season 2 and Script Writer for seasons 3, 4, 5. Script Writer and researcher of E-learning material and videos for Actualización de Maestros en Educación (AME; http://www.ame.cisneros.org/).

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  Teleperformance

  Jul 2016 - now

  Directly managing a 6 Team Leaders and 90+ FTEs providing outstanding Customer Service in 2 different languages and several LOBs for both Europe and LatAm. Main Responsibilities:• Manage a team of Team Leaders, monitor their individual and Team’s performance, work on their development and provide them with training and support;• Analyze and report operational results and KPIs to the Contact Center Manager and to the client;Prepare and present Weekly Business Review to the Client.• Deploy action plans for KPIs below target or negative trends;• Identify potential risks and improvement opportunities;• Add value to our Client Partner through continuous Improvement and Innovative solutions.• Ensure the correct implementation of the standard policies and processes.• Ensure the project complies with security standards and internal policies. Show less Responsible for managing a team of 15 to 18 FTE providing Customer Support for a renown multinational company, proving efficiency and management skills based on outstanding results both on productivity and quality level. Main Responsibilities:Ensuring the team’s development, monitoring and evaluation;o Develop actions plans to ensure the continuous improvement of the team; o Develop the team’s skills and knowledge, through 1:1 coaching, educational learning plans, and monitoring activities;o Ensuring the accomplishment of the Key Performance Indicators;o Ensure the individual and team targets are achieved; o Motivate the team, ensuring weekly room dynamic activities. Show less

  • Operations Manager (ACM)

    Apr 2021 - now

  • First Line Manager

    Jul 2016 - Apr 2021