Carlos Carvajal

Operations Manager at Newtech S.R.L
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Contact Information
us****@****om
(386) 825-5501
Location
Dominican Republic, DO
Languages
  • English -
  • Spanish -

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Credentials

  • Cyber Security Foundation - CSFPC
    CertiProf
    Dec, 2020
    - Nov, 2024
  • Leadership Fundamentals
    LinkedIn
    Dec, 2020
    - Nov, 2024
  • Remote Work and Virtual Collaboration Certificate (RWVCPC)
    CertiProf
    Dec, 2020
    - Nov, 2024
  • Scrum Foundation Professional Certificate
    CertiProf
    Sep, 2019
    - Nov, 2024

Experience

  • Newtech S.R.L
    • Dominican Republic
    • Software Development
    • 300 - 400 Employee
    • Operations Manager
      • May 2022 - Present

      Operations ManagerCompany Name: Newtech, SLRLocation: Santo Doming, Dominican RepublicContractors for Verizon Business Group (VBG Sales Automation)Responsibilities:• Manage operations for the VBG Sales Automation team.• Manage the software development team for non-Salesforce Applications.• Coordinate the team to provide QA Support for software releases.• Manage the System Administrators and Content Creators team (Salesforce.com).• Coordinate the workload for the different units. • Manage to get the work done within the different SLAs (Service Level Agreement) using the companies ticketing systems.• Report the progress of each unit to upper management on a weekly basis using the current reporting module.• The teams under my responsibility provide tech support, create & upload web content and perform software quality assurance (QA), quality control and testing for the technologies the client company’s sales personnel currently use.Units (teams) under management: 1. Software quality assurance (QA), quality control and testing.2. Software development team (Front & Backend development, web development, SQL Reporting).3. Applications support (Tier 2 level support) 4. Mobile software support (Tier 2 level support) 5.. Salesforce.com CRM administrators support6. Client content creation7. Sales tech support (Tier 1 Level support) Achievements:- Maintaining great relationship with the client and winning confidence in our team's capacity.- Achieving the Creation of a new support and QA team and hiring the support agents for the new group.- Growth of the team under my management, moving from only support and content to also software QA and hiring new personnel. - Exceeding expectations on the productivity and QA results according to the goals established by our client. Show less

    • Operations Supervisor
      • Dec 2012 - May 2022

      Operations SupervisorCompany Name: Newtech, SLRDates Employed 2012 – May 2022Location: Santo Doming, Dominican RepublicContractors for Verizon Enterprise Services VES (Global Customer Relationship Management GCRM)Responsibilities:• Lead the operations for the Applications and Mobile Technology support team for GCRM.• Coordinate the team to provide QA Support for software releases.• Manage the System Administrators and Content Creators team (Salesforce.com).• Coordinate the work load for the different units under my supervision. • Manage to get the work done within the different SLAs (Service Level Agreement) using the companies ticketing systems. • Report the progress of each unit to upper management on a weekly basis using the system’s reporting module.• The teams under my responsibility provide tech support for the technologies the company’s sales personnel currently use.Units (teams) under supervision:1. Software Quality Assurance (QA), Quality Control and Testing2. Applications Support (Tier 2 Level support)3. iPad software Support (Tier 2 Level support)4. Salesforce.com CRM administrators support5. Client Content Creation6. Sales Tech Support (Tier 1 Level support)Achievements:- Maintaining great relationship with the client and winning confidence in our team's capacity.- Achieving the Creation of a new support team (Sales Support Research Center - SSRC DR) and hiring the Tier1 support agents for the new group.- Setting up the new SSRC-DR project by Hiring, interviewing and training the new team members for the new SSRC DR team.- Beating expectations on the productivity and QA results according to the goals established for the new SSRC DR Support team. Show less

    • Operations Supervisor (Tier 2 Support)
      • May 2008 - Dec 2012

      Tier 2 SupervisorCompany NameNewtech, SLRDates Employed 2008 – 2012 Employment Duration 3 yrsLocation: Santo Doming, Dominican RepublicContractors for Verizon Business (Global Support Services)Responsibilities: • Generate and monitor KPI metrics on all second level support activities.• Coordinate Workload distribution among second-level analyst. • Initiate urgent development conferences upon identifying a crisis situation. • Care for administrative activities (e.g, vacation, sick leave, performance evaluations, etc …).• Develop strategies to increase productivity.• Analysis and design the Tier 2 operations manual. • Initiate urgent development conferences upon identifying a crisis situation.• Create and monitor Tier 2 quality reports.• Escalate Incident Reports in danger of missing SLAs.Achievements:- Awarded GSS DR Employee of the Year in 2011.- Maintain quality and productivity results above the set goals for the Tier 2 project.- Reduce overall staff turnover. Show less

  • Verizon International Teleservices
    • Call Center Supervisor
      • Sep 2002 - Apr 2006

      Call Center Operations Supervisor Company Name Verizon International Teleservices Dates Employed 2002 – 2006 Employment Duration 3 yrs Location: Santo Doming, Dominican Republic Contractors for Parago Responsibilities: •Supervise all activities associated with Call Center operations, including developing and implementing policies and procedures on systems. •Establish and implements performance and service standards. •Develop and implement process and/or operational improvements to enhance efficiency and effectiveness of operations. •Ensure productivity meets or exceeds service and quality standards. •Assess and analyzes team performance, identifies performance gaps and provides feedback and coaching •Provide guidance, leadership and motivation to promote maximum performance •Assess and evaluate current team competencies to develop a baseline of service opportunities. Assisting in training new employees and ensuring ongoing training is effective. •Measuring service levels and tracking systems for program improvement. •Analyze and resolves customer service escalations •Administer company personnel policies in all areas and follows company staffing standards and training recommendations. •Maintain adherence in areas such as attendance, punctuality, use of time-off, etc. Achievements: -Maintaining the lowest Average Handling Time (AHT ) percentage from incoming calls according to project goals. - Reduced staff turnover . - Increased calls handling productivity. Show less

Education

  • Instituto Tecnológico de Las Américas (ITLA)
    Técnico, Computer Programming
    2010 - 2012
  • Universidad Autónoma de Santo Domingo
    Civil Engineering

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