Andrea González Barrera
TTEC
Mexico City,MX
2
Languages
6
years of professional experience
Operations Manager leading large-scale contact center performance across revenue, customer experience, productivity, and talent development. Co-leads a business unit of 158 representatives, 22 support coaches, and 17 supervisors while partnering with workforce management, training, quality, HR, and senior leadership. Increased RPC to $22+ above goal, reduced DE% back to lower than 23%, built the Support Coach Supervisor role, and developed 10+ leaders during rapid growth.
Work History
OPERATIONS MANAGER
1 Year 4 Months- Lead Verizon Fios operations and drive RPC from approximately $10 to over $23 above goal and DE% lowered from nearly 30% to 23% through targeted performance management.
- Co-lead a business unit of 158 representatives, 22 support coaches, and 17 supervisors across daily operations and execution.
- Drive strategies that improve customer experience, productivity, quality, employee engagement, and revenue performance.
- Partner with workforce management, training, quality, human resources, and senior leadership to align operating priorities.
- Lead succession planning and talent development initiatives to strengthen bench depth and leadership readiness.
- Present operational performance and strategic recommendations to executive leadership for decision support.
- Establish the support coach supervisor role and onboard newly promoted supervisors during periods of rapid growth.
ACTING OPERATIONS MANAGER / SUPPORT COACH SUPERVISOR
7 Months- Tracked 9-12 coaching cases weekly to support frontline performance management across the team.
- Led support coaches responsible for frontline performance support and day-to-day coaching execution.
- Coordinated coaching strategies across multiple operational teams to keep guidance aligned and consistent.
- Supported operational planning and performance management activities through reporting and cross-team coordination.
- Assisted in leadership development and succession planning efforts to strengthen future team coverage.
OPERATIONS SUPERVISOR / REMEDIATION TEAM
3 Months- Managed representatives needing accelerated performance improvement through clear expectations, coaching, and follow-up.
- Built targeted action plans from performance data and coaching opportunities to address gaps and drive steadier output.
- Improved operational outcomes through structured recovery programs, reinforcing accountability and stronger day-to-day execution.
OPERATIONS SUPERVISOR / NESTING PROGRAM
2 Months- Led newly hired agents through the post-training transition into production, reinforcing expectations and daily performance standards.
- Partnered with training and quality teams to strengthen graduation readiness and close gaps before agents entered production.
- Supported onboarding efforts during rapid business expansion, adjusting workflows to maintain service continuity and team readiness.
CUSTOMER SERVICE REPRESENTATIVE
11 Months- Delivered customer support for Verizon Fios customers, resolving questions and issues with a professional, reliable approach.
- Supported performance analytics & reporting by monitoring KPIs and sharing service trends with the team.
- Earned selection for leadership roles based on strong performance and positive business impact.
QUALITY ANALYST
1 Year 11 Months- Analyzed performance trends in Microsoft Excel and Power BI to identify recurring issues and improvement opportunities.
- Partnered with operations and training teams to translate quality findings into practical customer experience improvements.
- Prepared clear performance reporting in Microsoft Office Suite to support data-driven decisions and ongoing coaching discussions.
Skills
Microsoft Excel
Power BI
Microsoft Office Suite
Performance analytics & reporting
KPI monitoring & trend analysis
Customer relationship management & customer management platforms
Data-driven decision making
Customer experience management
Quality assurance
Employee engagement
Operational planning
Resource allocation
Cross-functional collaboration
Change management
Coaching
Succession planning
Professional Profile
Operations Manager | Contact Center Operations | Revenue & Leadership Development
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
OPERATIONS MANAGER
TTEC
07.2025 - CurrentRead More
ACTING OPERATIONS MANAGER / SUPPORT COACH SUPERVISOR
TTEC
11.2024 - 06.2025Read More
OPERATIONS SUPERVISOR / REMEDIATION TEAM
TTEC
07.2024 - 10.2024Read More
OPERATIONS SUPERVISOR / NESTING PROGRAM
TTEC
04.2024 - 06.2024Read More
CUSTOMER SERVICE REPRESENTATIVE
TTEC
04.2023 - 03.2024Read More
QUALITY ANALYST
SYKES
02.2021 - 01.2023Read More