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Work Background
Inmediata Health GroupService Manager
Jun. 2025
TurnosPRGerente General Call Centers
Sep. 2024 - Apr. 2025Puerto Rico• Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction. • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, and company procedures. • Formulated policies and procedures to streamline operations.
Liberty Latin AmericaContact Center Manager Liberty Puerto Rico
Nov. 2020 - Apr. 2025Puerto Rico
Liberty Latin AmericaContact Center Manager
Nov. 2020 - May. 2024Puerto RicoManaged the recruitment of new frontline employees and supervisors. Outperformed on hiring 50 temporary employees in 4 months for the War Room project in charge of technical support. That included screening, onboarding, and training coordination.
AT&TArea Manager Sales and Services
Nov. 2017 - Apr. 2024
AT&TQuality Manager
Jan. 2015 - Jan. 2016Guaynabo, Puerto RicoDirected and reviewed calls to ensure that quality standards were followed and properly implemented, with a focus on operational support and employee relations in the competitive market. Performed quality calibrations for the Competitive Loyalty call centers in Puerto Rico and Colombia, maintaining HR management standards in a competitive environment. Processed audit reports on PDTS and START and provided feedback to the leadership team, supporting operational and HR initiatives in the competitive market. Coordinated with other teams and supervisors to address customer service topics to improve the quality of the service provided, while considering HR and employee relations aspects in a competitive landscape. Served as a facilitator in the interview and selection process of the MI60 program, contributing HR expertise in a competitive market. Provided training and assistance for the MI60 program employees on LEAP, enhancing operational and HR knowledge in a competitive industry. Shadowed Team Managers and MI60 employees on LEAP tactics, ensuring effective HR management practices in a competitive setting.
AT&TCustomer Service Team Manager
Jul. 2007 - Jan. 2015Guaynabo, Puerto RicoSupervised staff involved in customer service and retention, in charge of fifteen direct reports in a competitive environment, while maintaining a focus on employee relations and HR management. Collaborated closely with managers and staff to assess and meet customer service goals in a competitive market, considering HR strategies and operational support. Trained, guided, and monitored employee performance in a competitive industry, incorporating HR management principles. Monitored calls in the customer service group to ensure proper productivity and quality in a competitive landscape, while maintaining employee relations standards. Coordinated teams and supervisors in several areas in customer service, providing operational support and HR guidance in a competitive market. Responsible for meeting productivity goals in a competitive industry, utilizing HR management strategies. Reviewed the progress of customer operations employees as related to productivity objectives and developed programs to improve overall call handling results, with consideration for HR aspects in a competitive setting. Served as a resource to others in the resolution of complex problems and issues in a competitive industry, providing HR support and operational expertise.
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