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Guatemala
Work Background
HCLTechProject Manager Program Management Office
Feb. 2015Guatemala · RemoteWorking as a Project Manager for the Xerox Software and Services Business Development Office through HCL Technologies. Proactively identifying and managing program risks and issues and escalated risks & issues that cannot be resolved at the project level. Effectively managing project scope by ensuring any changes to scope are documented and approved by stakeholder(s) and/or Decision Team. Coaching business lead and project team on processes and deliverables, and ensuring appropriate governance practices are followed. Ensuring effective communications and relationships between stakeholder(s), decision authority, and project team members are maintained. Ensuring all project documents are accessible during the project and archived at project completion.
TELUS International Central AmericaCall Center Supervisor
Apr. 2014 - Feb. 2015Guatemala City, Guatemala, GuatemalaDirected daily activities to ensure smooth post-launch as an Operations Supervisor. Acted as a liaison between the client (Direct Energy Alberta Canada) and customers to build and maintain mutually beneficial relationships. Improved business efficiency through effective key performance indicators management. Led operations transition from services account (Direct Energy Alberta, CA) to Guatemala. ●Received training in Houston Texas for 28 days to enhance performance excellence.
●Boosted knowledge and performance of supervisors, QAs, and managers by providing training in Guatemala as a certified trainer.
[24]7Unit Manager
Dec. 2007 - Mar. 2014Guatemala City, Guatemala, GuatemalaPlayed a key role in the management of customer service representatives and KPIs for retail and banking programs. Monitored a group of agents that assisted customers on phone. Managed unhappy customers with unusual requests, products, services, and efforts of the agents.
●Acknowledged with top performer supervisor title multiple times for surpassing various account metrics goals.
●Supervised team of 18 agents to transition from retail customer service account to banking customer service account with all the details related to the day-to-day operations and implementation of new software.
●Cooperated with transition managers for smooth transitions.
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