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Work Background
FLASHManager Of Support Verticals
Jan. 2022Dominican Republic.... Let's make this one a little different, but with purpose... > Proud and happy lead of 4 teams that helps mobilize our services.
> Honored to work hand by hand with exceptional talents, who disrupt the industry by giving their100% daily.
> Accurately supported by a quality lead that allows me to make strong and dedicated decisions to continue improving our quality of service to both internal and external clients.
> Honored to be key point of contact to majority of all departments in the company to any related support vertical matters and more. > Proud team member of a leadership team that grows daily as a family and professionals of the parking and mobility Industry.
> Lucky and happy business traveler, networking fan and interdepartamental collaborator.
> Long term balanced work life..
FLASHSales Support Specialist
Apr. 2021Dominican RepublicWorking with Incoming Leads according to customer's needs.
Adapting our services to thr shape of the client's business always providing A+ Customer service.
Assisting Regional Managers in sales processes
Quote creation
Provide Online Demonstration of Flash Valet Software.
Managing Sales Tool as Salesforce.
ConcentrixSales Operations Manager
Oct. 2020 - Mar. 2021Dominican RepublicResponsible for overseeing the following duties:
* Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
* Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
* Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
* Create and maximize relationships with client partners
* Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
* Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
* Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
* Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
* Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
Attend business reviews with the client
* Handle a team of team leaders
Acquire BPOSales Operations Manager
Nov. 2016 - Oct. 2020República Dominicana* Primarily in charge of the following: Operational Strategizing, Logistics Management, Budget Management, Managing Support Services and Managing 3rd Party Relations, Communicates program and company information * Actively engage employee input for program improvement
* Provides feedback on corrective actions implemented based on employee suggestions * Provide a work environment that engages positive energy, creativity, and teamwork among employees. To ensure that this goal is achieved - compromises with employees must be reached by conducting meetings, listening to each department's issues and concerns, and setting a professional example by showing leadership qualities, Implements individual development plans for Team Leaders, Senior TLs * Ensures Team Leaders, and Senior TLs develop and action individual developmental plans for employees * Assists in identifying future Operations Manager candidates * Ensures agents promotion standards drive agent motivation and performance * Improve the efficiency of the operation * Set service level agreements for end-user applications and for services provided * Assists in developing headcount, capacity, budget, and revenue forecast * Coordinates with support groups on frontline issues * Assist in developing program workflows, policies and procedures * Client Process Implementations, Client Relationship Management with Account Manager * Translate complex reports and goals into action plans that deliver on the requirements of the clients Responsible for hiring employees for the campaigns handled, as well as supervising and evaluating employees and their job performance * Handling issues is also a top priority. Issues faced include risk management, clients’ dissatisfaction, and employee problems. * Setting rules and procedures for subordinates to follow. This includes setting policies in the workplace to ensure effective implementation and adherence to each and every employee in the organization and others.
Teleperformance Dominican RepublicProduct Trainer
Mar. 2013 - Feb. 2014Santo Domingo, Dominican RepublicFacilitate and coordinate all incoming product related trainings
Preparation of educational materials
Training agenda set up and incoming class scheduling.
Trained on the following areas:
Health Insurance
Mobility and communications
Transportation services.
Hardware and software technologies.
Travel and train experience.
Teleperformance Dominican RepublicTeam Lead
Feb. 2013 - Nov. 2016Santo Domingo, Dominican Republic
Stream Global ServicesQuality Assurance Analyst
Jan. 2012 - Dec. 2013Santo Domingo, Dominican Republic
Stream Global ServicesService Support Specialist
Jan. 2012 - Dec. 2013
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