Brenda Madriz

• As an Operations Manager, I am a direct liaison with the owners of different areas to assist with mapping, rationalization, and implementation of improvement strategies, as well as to conduct daily analysis of back-office statistics and implement changes/actions to improve results.

Leadership & Team Development

• As a Back-office manager, I have been able to promote specialists to Leadership and Tech positions, as well as to create new departments and transition more job responsibilities and tasks of greater complexity.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Implemented data-driven decision making to inform business strategies and drive operational excellence.
• Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
• Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.

Operational Efficiency

• Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
• Oversaw workforce management planning, volume predictions and capacity planning.
• Provided leadership for continual management and employee training initiatives.
• Spearheaded process improvements to reduce errors and increase overall quality in operations management.
• Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
• Managed complex projects from concept to completion, ensuring on-time delivery within budget constraints.

• Promoted a positive work environment through active engagement with employees, fostering a culture of open communication and mutual respect.
• Streamlined vendor management processes by centralizing information storage, and building strong relationships with key suppliers.
• Increased operational efficiency by streamlining back office processes and implementing automation tools.
• Maintained high levels of data security with the implementation of strict access controls, encryption protocols, and ongoing employee training on cybersecurity best practices.
• Facilitated cross-functional collaboration on key projects by establishing clear communication channels and fostering a culture of teamwork among employees.
• Managed complex budgeting processes with attention to detail, ensuring proper allocation of resources across departments while maintaining financial stability.
• Enhanced team productivity by developing and delivering comprehensive training programs for new hires and existing staff members.
• Evaluated the performance of back office staff members through regular feedback sessions and annual reviews, identifying areas for growth and development opportunities.
• Organized office operations, leading daily activities and controlling email communication with key stakeholders.
• Supervised processing of orders, order tracking and delivery of goods
• Scheduled and led regular meetings with staff to review progress and acknowledge achievements.
• Assessed special productivity reports, summarizing information and identifying trends to guide decision making related to headcount.

• Actively contributed to company growth by leveraging insights from customer data within the CRM system for strategic decision-making.
• Boosted CRM adoption by streamlining processes and providing comprehensive training to team members.
• Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
• Implemented and created around 100 new Knowledgebase articles in CRM with procedures, product briefs, workflows for both Australia and New Zealand

• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Enhanced customer satisfaction by resolving issues promptly and professionally.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
• Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
• Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
• Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
• Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

• Dell gave me the opportunity to discover new talents such as the technical and analytical skills I can develop that went in line with the career I chose to study in school.
• I was able to support IT specialists from Small & Medium Businesses and learn more about software and hardware issues and how to resolve and prevent issues that implied the company spending unnecessary money replacing parts due to wrong diagnostics.
• Customer satisfaction and the company values and policies have always been the core of my career projection since I started in the call-center industry.