Hire the Best Call Center Managers
in Nicaragua

Hi! I’m Jessica, a dedicated professional with extensive experience in customer service and sales. Over the years, I’ve honed my skills in assisting clients, managing inquiries, and providing solutions that exceed expectations. I have a strong background in building relationships, handling calls and emails efficiently, and driving sales while maintaining excellent customer satisfaction. I take pride in being organized, dependable, and proactive, ensuring every task is handled with care and professionalism. Whether it’s assisting clients, managing accounts, or supporting business operations, I’m here to help your business succeed. Let’s connect! I’d love to bring my skills and experience to your team!

I bring over 17 years of experience in leadership roles across customer service, banking, telecommunications, healthcare, and merchandising industries. I’ve successfully led teams as a supervisor and manager, consistently driving performance, improving workflows, and aligning operations with strategic goals. My strengths lie in team management, back-office operations, and performance optimization. I’m highly skilled at setting and tracking KPIs, coaching staff for continuous improvement, and implementing AI-driven solutions to streamline processes and boost productivity. Whether you need someone to lead a team, manage day-to-day operations, or optimize customer support systems, I offer the experience, structure, and results-driven mindset to help your business grow.

I have very good organizational and time management skills, but my greatest strength is my ability to effectively handle multiple projects and deadlines.

I’m a dedicated HR and Operations professional with a strong background in the Contact Center industry and a natural talent for being the “support person” behind the scenes who keeps everything moving smoothly. Over the years, I’ve worked in Human Resources, workforce management, customer service, and sales, which gives me a unique mix of people skills, analytical thinking, and operational discipline. I’m comfortable handling sensitive information, managing multiple priorities, and supporting teams to hit their targets without losing the human touch. What I can help you with: *After-hours and weekend dispatching & work order management *Customer support (email, chat, phone) with a calm and professional tone *HR support: admin, onboarding coordination, documentation, policies, employee queries *Workforce Management: tracking schedules, coverage, adherence, and KPIs *Data entry & reporting with a strong focus on accuracy and detail *Excel / Google Sheets dashboards, trackers, pivot tables, and formulas Tools & experience: *Contact center & WFM tools: NICE IEX, Five9, NICE inContact, Salesforce *Advanced Excel / Google Sheets: templates, reports, dashboards, and performance tracking *Strong familiarity with KPIs, SLAs, and performance metrics How I work: *I thrive under pressure and can work with very little supervision *I’m detail oriented, organized, and always focused on accuracy *I care about clear, respectful communication with customers, tenants, employees, and stakeholders *I’m reliable, responsive, and committed to meeting deadlines and expectations If you’re looking for someone who can quietly take ownership of the “back-end” work—whether it’s dispatch, support, HR tasks, or reporting—and do it with care, structure, and consistency, I’d be happy to work with you.

I have more than 10 years experience in the highly competitive business process outsource industry. Tenure marked by regular upward mobility defined by promotions, consistently meeting and surpassing goals. Always a team player, more recent positions marked by leadership roles. Positions included responsibility for collection, customer service, sales, and problem resolution. Have strong desire to remain within the industry.

Summary I have the character of an enterprising professional, always carrying the values of respect and honesty. In my work activities I qualify as a responsible, punctual, and participative person. I have the skills to work in a team and I do my best to meet the goals entrusted to me and I also consider I have the ability to interact with others in a reliable and polite manner. Work Experience I have had the opportunity to be part of a customer service team within the Call Center Industry and it has been for a financial campaign over 3 years and a half. I have been able to learn different queues involved with disputes such as: - Disputes with Merchants (2020 - 2021) - Disputes with Credit Bureaus (2021 - 2022) - I was also part of the Escalation team for the Dispute Department which drove me to get more abilities like adapting to changes and develop some soft and hard skills in order to put them into practice even in my real life. (2022