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Work Background
HPOperations Manager
Nov. 2009HerediaResponsibilities:
• Drive Customer Experience/Work Force: Prioritize Close-loop deployment and effectiveness on customer different metrics. • Collaborate and drive digital learning solutions to deliver agent experience. In hybrid operating model
• Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
• Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
• Trained and guided team members to maintain high productivity and performance metrics.
• Established and maintained positive work environment to enhance retention and productivity.
• Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
• Evaluated employees' strengths and assigned tasks based upon experience and training.
• Increased customer retention and satisfaction by closely monitored team member performance and assessing problematic practices.
• Managed multiple Operations projects concurrently with ease, prepared Excel reports and broke down development into phases with clearly laid out milestones and deliverables.
• Evaluated innovative strategies to overcome effects of climate change and provided better solutions for sustainable business operations- environmentally and financially.
• Conduct employee assessment discussions, provide coaching, share feedback regularly and partner with employees on career development.
• Manage and lead a diverse and inclusive team, technical teams, offline and remote teams, contractor and more.
• Built, managed and coached insourced and outsourced team, implementing training programs to improve efficiency and productivity.
• Measured effectiveness of customer success by defining operational metrics and tracking systems.
HPTechnical Support Team Lead
Oct. 2009 - May. 2010Costa RicaResponsibilities:
• Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
• Distributed individual assignments to team members and monitored progress against production timetables.
• Reviewed daily requirements and forecasts and delegated work for optimal coverage.
• Designed strategic plan for component development practices to support future projects.
• Trained new employees and promoted supportive, performance-oriented atmosphere by, instructing each in use of machinery, standard operating procedures and company policies.
• Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
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