Carmen Marcela Garcia Dimas
San Salvador,San Salvador
Summary
An organized team leader who fosters strong relationships and motivates teams to reach organizational goals. Skilled at facilitating collaboration across departments, working closely with co-managers and senior leadership. Dedicated to training, mentoring, and developing others.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Experience Senior Team Lead
TELUS Digital Experience
05.2022 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated customer needs and feedback to drive product and service improvements.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Generated reports detailing findings and recommendations.
- Maintained database systems to track and analyze operational data.
Coaching Consultant
TELUS Digital Experience
11.2021 - 04.2022
- Collaborated with teams to define, strategize, and implement performance SMART plans and objectives.
- Managed up to 4 direct reports and 40 indirect reports.
- Identified learning and coaching opportunities of team leads.
- Developed working relationships between team leads and front-line team members.
- Led strategic discussion regarding training and coaching work plan.
- Facilitated comprehensive reporting and root cause analysis for senior management, showcasing performance trends and improvement opportunities.
Customer Experience Analyst
TELUS Digital Experience
02.2018 - 10.2021
- Audited client interactions to ensure adherence to quality standards, provided actionable feedback to front-line team members, and conducted in-depth analysis to identify areas for improvement.
- Reported high level of data quality metrics to staff and management.
- Compiled research data and gave weekly and monthly business reviews including highlighting and lowlights finds, and recommendations.
- Gathered, documented, and tabulated data to assess business trends.
Customer Service Subject Matter Expert
TELUS Digital Experience
10.2016 - 01.2018
- Collaborated with staff members to enhance customer service experience.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Provided support through different line of businesses including customer service and pre-sales support.
Customer Service Representative
TELUS Digital Experience
03.2014 - 09.2016
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Experience in Customer Service, Pre-sales and survey research.
Education
Masters in Business Psychology - Psychology
ESI School of Management
San Salvador, El Salvador01.2019
Bachelor in Global Political Economy - Social Studies
Tamkang University
Yilan County, Taiwan01.2013
No Degree - Legal Sciences
Dr. José Matías Delgado University
Antiguo Cuscatlán, El SalvadorHigh School Diploma -
La Sagrada Familia School
San Salvador, El Salvador01.2008
Skills
- Coaching and Mentoring
- Stakeholder Management
- People Management
- Customer Service Management
- Documentation And Reporting
- Employee Evaluation
- Coaching
- SMART goals
- Team motivation
- Analytical Thinking
- Leading Team Meetings
Coursesseminars
- Liderazgo Gerencial, Metas y Vision, S.A. de C.V., 10/2023, San Salvador
- Gestión de Proyectos, Cámara Oficial de Comercio de España en El Salvador, 11/2019, El Salvador
- Microsoft Excel - Intermedio, New Millenium S.A. de C.V., 02/2018, San Salvador, El Salvador
- Microsoft Excel - Básico, Universidad Don Bosco, 10/2017, Soyapango, El Salvador
- Curso de Inteligencia Emocional Aplicada al Trabajo, GMC International Business School, 09/2017, Antiguo Cuscatlán, El Salvador
- Guía Práctica para la Organización de Eventos, Exequatur, Protocolo y Eventos Integrados, 2016, Antiguo Cuscatlán, El Salvador
- Curso de Project Management, Universidad Centroamericana José Simeón Cañas, 02/2015 - 03/2015, Antiguo Cuscatlán, El Salvador
- Seminario-Taller Acuerdo de Asociación Centroamérica-Unión Europea, Oportunidades para Exportar, RREE, 11/2013, Antiguo Cuscatlán, El Salvador
- Seminario “Promueve Tu País”, FUSADES, 06/2012, Antiguo Cuscatlán, El Salvador
- Seminario de Relaciones Humanas, Dale Carniege, 12/2006, San Salvador, El Salvador
References
- Ana Patricia Duarte de Magaña, Gerente General, SGB Servicios Generales Bursatiles, San Salvador, 7886 7534
- Silvya Alejandra Rivera, Gerente de Operaciones, Amin Empire LLC, Antiguo Cuscatlán, El Salvador, 7749-4058
Certification
- Project Management Online Course - Spanish Chamber of Commerce in El Salvador - June 2019
- Creativity and Innovation - Solutions Consulting - June 2019 – July 2019
- Emotional Intelligence Applied at the workplace, GMC International Business School - June, 2019
- Seminar-workshop Association Agreement of Central America and the European Union - Ministry of Foreign Affairs of El Salvador - November, 2013
- Human Relations Seminar, Dale Carnegie - December, 2026
Languages
Spanish
Native or Bilingual
English
Full Professional
Chinese (Mandarin)
Elementary
Timeline
Customer Experience Senior Team Lead
TELUS Digital Experience
05.2022 - Current
Coaching Consultant
TELUS Digital Experience
11.2021 - 04.2022
Customer Experience Analyst
TELUS Digital Experience
02.2018 - 10.2021
Customer Service Subject Matter Expert
TELUS Digital Experience
10.2016 - 01.2018
Customer Service Representative
TELUS Digital Experience
03.2014 - 09.2016
Masters in Business Psychology - Psychology
ESI School of Management
Bachelor in Global Political Economy - Social Studies
Tamkang University
No Degree - Legal Sciences
Dr. José Matías Delgado University
High School Diploma -
La Sagrada Familia School
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