Alexia Arango
Business Operations Manager
Miraflores,Av Paseo de la republica 5655
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Business Operations Manager
TRANZACT
11.2021 - Current
- In charge of arrange the hiring process in Smartsheet and Power BI for interviewing and onboarding for the sales agents helping enormously to have a better tracking of the candidates in each step of the process (interview, documents required, equipment pickups/shipping etc. Leading to the reduction of our recruiting costs which in 2023 were down by 50% from 2022
- In charge of all the agents program moves and requests e received from Sales Directors, validating that all the procedures are accurate and valid, double checking that agents are RTS (Ready to Sell) and all set to dial in their new program or campaign
- Optimize the RTS (Ready to Sale) process by having all veteran and new agents need to complete certifications to make sure are ready to sale from a carrier perspective to sell new insurance plans
- In charge of schedule training, scheduling classes without exceeding the number of agents out of the phones per day.
- Interpreting high volume of customer's date ans building reports based on it.
- Leading a human group of more than 10 analysts during busy seasson
Quality Assurance Analyst
- Verify, investigate and audit production processes and their conformance to QA standards and procedures
- Design, create and establish a QA control compliance checklist
- Study and review different company products to ensure QA controls
- Monitor, score and evaluate the sales calls from different company products to identify opportunities
- Ensure high-quality standards at all levels of operations
- Ensure compliance of QA controls with the company's best practices and standards.
Client Support Senior Agent
TRANZACT
- Supervise the customer support service given through different channels of communication (telephone, chat, and email)
- Lead a human group to provide the best customer experience and achieve goals based on KPI'S
- Create new procedures in order to guarantee customer satisfaction
- Identifying business improvement and latest bet trends using customer data to create narratives and stories to help inform decision-making
- Make weekly reports for support to the business leadership team
- Manage a portfolio of VIP clients, in coordination with the Key Account team to create a fidelity status
- Supervise deposit channels and bank withdrawals.
Education
Bachelor in Communications and Digital Media -
San Martin De Porres University
01.2014 - 05.2019
Diplomat - KPI's And Management
CIBERTEC
05.2001 -
Skills
Analytical Skills
Business Administration
Logistics Management
Presentation Skills
Onboarding and training
Operations Management
Client Service
Data Analytics
Workforce Planning
Microsoft Office proficient
Problem-Solving
Timeline
Business Operations Manager
TRANZACT
11.2021 - Current
Bachelor in Communications and Digital Media -
San Martin De Porres University
01.2014 - 05.2019
Diplomat - KPI's And Management
CIBERTEC
05.2001 -
Quality Assurance Analyst
Client Support Senior Agent
TRANZACT
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