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Work Background
PGS360Safety, Risk and Compliance Manager
Aug. 2025
Lean Solutions GroupOperations Manager
Dec. 2022 - Jul. 2025Guatemala City, Guatemala, GuatemalaLed operations supporting client onboarding, workforce coordination, and process optimization across 25+ client accounts. Focused on driving customer success and internal efficiency by aligning operational strategies with service quality and technology adoption. • Built and maintained strong client relationships, managing onboarding processes to ensure smooth transitions and early adoption of practices, services, new tools and systems. • Streamlined workflows and operational systems to improve client experience and team performance. • Ensured consistent achievements of KPIs, quality benchmarks, and service delivery timelines. • Collaborated cross-functionally to enhance onboarding procedures and resolve implementation roadblocks. • Played a key role in recruitment, training, and develop of support staff, including new hire onboarding and performance coaching. • Supported change management efforts related to technology rollouts and operational improvements. • Managed 3 different branches, Guatemala, Mexico and Philippines during their opening and first operational stages.
Lean Solutions GroupAccount Manager
May. 2022 - Dec. 2022Guatemala City, Guatemala, GuatemalaCarolina Group of Companies Oversaw operations and customer care for 3 of 7 companies within an intermodal logistics group, located in North Carolina, USA, ensuring smooth communication and compliance across drivers, agents and internal departments. • Managed driver and agent payroll, ensuring timely and accurate compensation. • Handled account receivable, tracking payments and resolving billing discrepancies to support financial accuracy. • Verified documentation and driver’s permits for compliance with DOT regulations; collected and processed load documentation to support accurate payroll and client invoicing. • Coordinated communication between drivers, agents and accounting teams to maintain efficient workflow and resolve issues proactively.
ConduentTraining Development Supervisor
Aug. 2017 - May. 2022GuatemalaUnited Parcel Service - Training/Nesting Development Supervisor Led the onboarding and early development of new hires and clients, ensuring a seamless transition into full production roles. Delivered virtual and on-site training, monitored performance during the nesting phase and collaborated closely with internal teams and client to ensure training effectiveness and confidence building. • Supported the Training Manager with planning, coordination, and delivery of training operations. • Designed, developed and administered new and existing training programs based on identified learning needs and performance gaps. • Conduced training sessions for clients, new hires, tenured employees and internal staff, both virtually (zoom and teams) and in person. • Tracked training attendance, schedules, and payroll to ensure compliance and reporting accuracy. • Maintained detailed training records and certification logs. • Trained, certified, and provided ongoing performance feedback to new and current trainers. • Collaborated with clients to develop training materials and managed training calendars. • Participated in hiring, evaluation, and promotion processes for trainers and operational staff.
ConduentTeam Coach
Nov. 2015 - Aug. 2017Guatemala, GuatemalaUnited Parcel Service - UPS Domestic and International Customer Care Email - Chat Coach. Responsible for mentoring and developing customer support representatives to deliver exceptional service. This role involved monitoring performance, providing constructive feedback, conducting training and quality sessions, and ensuring team members adhere to quality standards and company policies. • Coach and support team members to improve performance and customer satisfaction. • Conduct regular quality audits and coaching/feedback sessions. • Develop training materials and lead onboarding for new hires. • Identify skill gaps and created targeted development plans. • Collaborate with team leads to enhance support workflows and efficient use of tools. • Promote a positive, customer-focused culture within the team.
ConduentCustomer Service Representative
Nov. 2014 - Nov. 2015GuatemalaUnited Parcel Services (UPS) Responsible for providing timely, professional and accurate support to customers via email and chat. Focused on resolving inquiries, troubleshooting service issues, and ensuring a positive customer experience with every interaction. • Respond promptly to customer inquiries via chat and email. • Resolve product or service issues efficiently while maintaining a positive tone. • Document customer interactions and issues in the CRM system. • Escalate complex problems to the appropriate team when needed. • Maintain a high level of product knowledge to provide accurate support. • Meet or exceed response times, resolution and customer satisfaction targets.
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