Hire the Best Supervisory Skills Specialists
in Honduras

Experienced and results-driven professional with a proven track record in coordinating daily operations, enhancing customer satisfaction, and driving team performance. With a strong background in customer service, project management, and training, I am dedicated to delivering exceptional results. In my previous roles, I effectively managed daily operations, optimized staffing levels through forecasting, and handled executive escalations with finesse. I implemented customer satisfaction surveys to gain insights, rectify poor experiences, and recognize staff for outstanding performance. As a result, I successfully increased customer satisfaction scores from 80% to 95% within just 45 days. I am adept at streamlining processes and reducing waiting times, having slashed customer wait times on the line from over 7 minutes to under 2 minutes. Through up-training staff, adding tier 2 support, and prioritizing issues based on severity, I consistently deliver prompt and efficient support. Furthermore, I possess strong leadership abilities, having played a pivotal role in team expansion, including hiring and onboarding new staff. I also successfully oversaw the implementation of a comprehensive CRM system, enabling a holistic view of the customer journey and driving overall satisfaction. With a passion for training and development, I revamped training processes, transitioning from shadowing to a structured curriculum. By implementing modules and checkpoints, I ensured comprehensive understanding and improved performance. I am skilled in conducting business reviews and leveraging statistics to identify opportunities for growth. Additionally, I have spearheaded various projects aimed at enhancing team performance and customer satisfaction, consistently delivering outstanding results. If you are seeking a dedicated professional who can optimize operations, drive customer success, and deliver exceptional outcomes, I am confident in my ability to add value to your projects. Let's connect and discuss how I can contribute to your success.

With over 10 years of experience leading high-performing teams and managing end-to-end call center operations, I specialize in driving efficiency, performance, and customer satisfaction. Throughout my career, I’ve successfully led projects that improved KPIs, streamlined workflows, and built stronger client relationships. I bring a hands-on leadership style that blends people management with process optimization, recruiting and training top talent, developing performance strategies, and ensuring teams deliver consistent results. My ability to connect with people at every level, motivating staff, resolving escalations, and aligning teams toward shared goals, has been key to every success I’ve achieved. If you’re looking for someone who can manage complex projects, build strong teams, and elevate your customer operations, I’m the results-driven leader you need on your side.

Operations and Recruitment Leader with 10+ years in high-volume BPO and service environments for Fortune 500 companies and startups. Skilled in massive recruitment, optimizing KPIs, and delivering client success. Experienced in AI model training, process optimization, and cross-functional leadership across customer service, tech-support, medical interpretation, sales, and appointment-setting programs.

I am a results-oriented professional with a proven track record in agent management, quality assurance, training, and team leadership. Equipped with extensive experience in the BPO industry. Adept at optimizing processes, ensuring adherence to standards, and fostering team development. Known for a meticulous attention to detail and a commitment to excellence, consistently driving operational efficiency and customer satisfaction.

My most significant experience has been as an Operations Supervisor, managing business lines like chat and voice. In collaboration with the training and quality departments, I've served as a Nesting Lead. I've managed teams ranging from 15 to 40 people, providing coaching, feedback, improvement plans, and managing payroll through the eStart tool. I work closely with each team member to help them develop their best selves and connect them with the organization's purpose. Throughout my career, I've gained experience in various roles, including Operations, Training and Quality, and Learning and Development, where I did my internship to get my bachelor's degree in Psychology. I've also been involved in hiring new candidates.

Experienced and Highly efficient Program Manager in the BPO - outsourcing/offshoring industry. Skilled in Collections, Customer Services, Retentions, Business Planning, Operations Management, Strategic Planning, Quality assurance, designed thinking, and People Analytic with more than 8 years of experience in this industry part of that supervising multiple teams of employees while planning and maintaining work schedules, updating procedures and policies while performing coaching and professional development sessions to my teams. Focused on Achieve operational targets by ensuring adherence to process quality standards and defined metrics, monitor team performance against service level agreements (SLAs) and key performance indicators (KPIs), taking preventive or corrective action when necessary, manage day-to-day operations of the team, including work allocation, scheduling, and performance monitoring, Strategy planning by conduct regular team meetings to communicate goals, objectives, and updates making sure to develop and implement processes to increase efficiency and effectiveness.