Experience

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  Msn

  Jul 2005 - Mar 2006

  Technical support representative
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  Office depot

  Jan 2006 - Jan 2007

  Customer service representative
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  Expedia, inc.

  Jan 2007 - Jan 2008

  Travel agent consultant
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  Metlife

  Jan 2009 - Jan 2010

  Customer service consultant
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  Sykes

  Jan 2010 - Jan 2011

  Quality analyst

  In this role, I took charge of evaluating internal process compliance through monitoring employee-customer phone interactions. My tasks included generating quality performance reports, standardizing databases, and ensuring report accuracy. I also calibrated evaluation criteria and provided actionable recommendations for process improvements to client process owners. I managed a team of 8 quality analysts, focusing on productivity and meeting diverse requests from local operations across multiple MetLife programs. My efforts played a significant role in aligning MetLife's quality strategies with our local team framework and facilitated the standardization of best practices between quality and operations departments. Show less

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  Sykes

  Aug 2011 - Aug 2015

  Product processes specialist

  From Aug 2011 to Aug 2015, I served as a Product Processes Specialist at Sykes in El Salvador. In this role, I was responsible for creating customized reports through data analysis and recommending process improvements to both the service center and internal client operations. I managed cross-functional improvement projects in areas like training, quality, and recruitment for a team of 100 employees. I was also the go-to person for client interactions, particularly for product updates and the roll-out of new procedures that impacted both external and internal customers. My contributions were key in integrating MetLife's Customer Experience strategy into Sykes' operations and developing quality service improvement projects across all local programs. Show less

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  Metlife

  Sept 2015 - Oct 2018

  Senior analyst global vendor services

  In this role, I provided high-impact business recommendations to MetLife’s senior leadership through data-driven analysis of key performance indicators affecting Customer Experience, as well as operational and financial goals. My scope spanned multiple programs and outsourced service centers in Manila, El Salvador, and the USA, overseeing more than 1,000 employees. I wore multiple hats: from developing and overseeing cost-saving initiatives to refining processes across the board. By implementing continuous improvement methodologies, I standardized internal procedures, contributing holistically to the business's performance. This comprehensive approach resulted in tangible achievements, like a 7% improvement in CX metrics, $70K annual savings from reducing 180K misdirected calls, and the introduction of a new service line in El Salvador that led to estimated annual savings of $15K. Show less

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  Sykes

  Nov 2018 - Jul 2019

  Operations supervisor

  In my role, I had oversight of both contractual and financial Key Performance Indicators, as well as the productivity of a sizable team of 120 employees at the service center. Acting as the main point of contact between all internal departments and our clients, I was in charge of 8 supervisors. Together, we developed and executed strategic and tactical plans designed to exceed business objectives. Alongside these responsibilities, I was actively involved in shaping MetLife’s customer service strategy, targeting world-class certification standards like those set by J.D. Power. All of this was accomplished while ensuring a healthy, productive work environment for all staff members. Show less

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  Bizpro strategic solutions consulting co

  Jan 2020 - Jun 2020

  Business developer | process improvement manager

  While operating my own business, I provided consulting services to Hakuna Matata S.A de C.V., a farm fostered by El Salvador's Ministry of Economy. My role involved a comprehensive evaluation of their end-to-end production processes for fruits and vegetables. This wasn't just a surface-level review; I delved deep to pinpoint the key operational elements that were affecting the farm's productivity. Armed with these insights, I was able to deliver targeted business recommendations aimed at optimizing their entire value chain, ultimately boosting efficiency and profitability. Show less

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  All states communication services

  Jun 2020 - Dec 2020

  Business operations manager

  At San Francisco Fire Protection, I managed the technical service department, focusing on multiple remote projects. My role involved the strategic allocation of resources, taking into account project commitments, staff availability, and material necessities. Leading a diverse team of nine professionals, both on-site and remotely, I developed plans geared toward achieving specific quality and productivity goals. Client satisfaction remained a crucial performance indicator under my management.Additionally, I worked in tandem with other departments to identify and seize new business opportunities, playing a significant role in meeting KPIs and executing company-wide business strategies. Show less

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  Webhelp onelink

  May 2021 - Mar 2022

  Methods and systems specialist

  I was the go-to person for rolling out Knowmax's Knowledge Management Systems across various sectors—think telecom, retail, aviation, and fintech. I didn't just manage launches; I was a game-changer in how knowledge was created, organized, and used by our clients. The impact was real, affecting key metrics like Average Handle Time (AHT), Customer Satisfaction (C-SAT), and First Contact Resolution (FCR). Alongside platform partners, I deployed AI-based Knowledge Bases that were customized for each account's unique needs.In addition to Knowledge Management Systems, I optimized internal processes and introduced a Speech Analytics tool to improve quality metrics, standardizing these methods across various programs. Show less

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  The office gurus

  Apr 2022 - Jun 2024

  Strategic account manager

  I was the central figure for client account initiation and ongoing management. I don't just oversee—I set our goals, define our strategy, and collaborate closely with the operations team, WFM, Training, IT, and HR to create tactical and strategic plans to improve and support. Together, we focused on recruiting, training, and retaining the industry's top talent for staff and agents. My role doesn't stop at planning; I'm always proactively searching for innovative methods to boost performance and strategically grow our team. Show less