Account Manager

• Feb 2022 - Present

Operations Manager

• Jul 2021 - Feb 2022

Manage 4 Operations of +150 employees in different verticals (Energy, Health, Home Warranty).* Oversee and create plans to achieve operational KPI's for Customer Care, Sales & Collections accounts.* Oversee the performance of 5 Supervisors to accomplish Operational metrics.* Manage the relationship with 3 clients (WBR-MBR-QBR).* Control all the P&L and set action plans to meet financial metrics. Manage 4 Operations of +150 employees in different verticals (Energy, Health, Home Warranty).* Oversee and create plans to achieve operational KPI's for Customer Care, Sales & Collections accounts.* Oversee the performance of 5 Supervisors to accomplish Operational metrics.* Manage the relationship with 3 clients (WBR-MBR-QBR).* Control all the P&L and set action plans to meet financial metrics.

Operations manager

• Nov 2020 - May 2021

Manage an operation of +150 employees.* Oversee the performance of 4 supervisors to accomplish Operational metrics.* Manage the relationship with client (WBR-MBR-QBR).* Control all the P&L and set action plans to meet financial metrics. Manage an operation of +150 employees.* Oversee the performance of 4 supervisors to accomplish Operational metrics.* Manage the relationship with client (WBR-MBR-QBR).* Control all the P&L and set action plans to meet financial metrics.

Operations Manager

• Jul 2018 - Nov 2020

Manage an operation of +300 employees with different LOB's.* Oversee the performance +10 Supervisors to accomplish Operational metrics.* Control all the P&L and set action plans to meet financial metrics.* Oversee and create plans to achieve operational KPI's for Customer Care, Backoffice, Sales & Retention teams. Manage an operation of +300 employees with different LOB's.* Oversee the performance +10 Supervisors to accomplish Operational metrics.* Control all the P&L and set action plans to meet financial metrics.* Oversee and create plans to achieve operational KPI's for Customer Care, Backoffice, Sales & Retention teams.

Team Manager

• Mar 2015 - Jan 2018

Customer service giving support to users through Twitter, Facebook and the Community Supervise and overview the team performance providing coaching to team members. Teams were between 15 and 20 people. Performed as an interim Senior Team Manager (Operations Manager) and was the POC (point of contact) for any Social Media related matters. Also, I was in charge of reviewing and provide feedback to Team Managers about their stats and deliverables. Customer service giving support to users through Twitter, Facebook and the Community Supervise and overview the team performance providing coaching to team members. Teams were between 15 and 20 people. Performed as an interim Senior Team Manager (Operations Manager) and was the POC (point of contact) for any Social Media related matters. Also, I was in charge of reviewing and provide feedback to Team Managers about their stats and deliverables.

Asesor

• Jun 2012 - Dec 2014

Customer support looking forward to have great customer inteactions and searching for excelence through every call. Customer support looking forward to have great customer inteactions and searching for excelence through every call.

Supervisor

• Apr 2010 - Oct 2011

Started as a call center agent performing on inbound and outbound calls. Promoted to supervisor and got experience managing people and excel skills. Started as a call center agent performing on inbound and outbound calls. Promoted to supervisor and got experience managing people and excel skills.