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Work Background
TELUS International AI Data SolutionsProgram Manager
Aug. 2022 - Dec. 2023Guatemala, GuatemalaAI Data Solutions Program Manager is a strategic project-management position designed to help oversee and coordinate the various projects, products, and other strategic initiatives across the division. As a Program Manager, I am responsible for coordinating multiple projects and reconciling the interdependencies among them, providing strategic guidance to the company's project managers, facilitating communication among the AI Data Solutions cross-functional team, and working together with the project managers to support the strategic business initiatives, by providing a high-level view of the entire AI Data Solutions program. Reporting to the Global Program Director to ensure the strategical guide of teams and achieve a working effectively toward the program objectives.
HealthCare.comOmni-Channel Senior Manager
Feb. 2019 - Jun. 2022GuatemalaThe Healthcare Omni-Channel Manager is responsible for the technical implementation of different marketing platforms to acquire and convert into customers leads and prospects. Will be responsible for developing and informing what is needed to drive the eCommerce growth for the Contact Center and Sales Center Operations. The Omni-Channel Manager needs to evaluate new technologies and improvements related to the IA focused on business operations and as well in quality improvement, driving the Omni-Channel engineer team to key jobs and tasks to be done to drive commercial and operational results. As an expert, the Manager must understand the most effective drivers of consumer engagement, conversion, and repeat on click list and help provide a suitable platform to the Sales Center for them to achieve their goals.
Capital Valley TechOperations Manager
Mar. 2016 - Oct. 2018GuatemalaDetermines center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. Maintains and improves center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. Accomplishes center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Meets center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
XeroxAccount Operations Manager
Dec. 2014 - Jan. 2016Guatemala City• The AOM role is a key services delivery leadership position. The AOM manages the services delivery of one to multiple client services contracts. Objectives of position are to build and maintain successful client relationships, deliver operational excellence, manage daily operations of a client/account team, manage internal/external partner relationships, key client and/or account team interface for daily operations, facilitate/own client focused communications, people & talent management, and drive financial performance (revenue and profit growth and expense management). Key components of success include: delivering operational excellence & SLA achievement, client satisfaction and retention, developing strong relationships and teams (internally & externally), managing the P&L at account/contract level, collaborating with internal senior leaders (sales and operations), identifying additional opportunities to grow revenue and profit, reduce costs.
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