GEORGINA ZUNIGA SOTO
Las Vegas,NV
Summary
High-energy Operations & Training Leader with 18 years of experience in the call center industry, including 16 years in leadership roles. Proven track record in building and motivating high-performing teams, resulting with continuous increase in employee satisfaction and reduction in turnover. Successfully fostered a collaborative company culture where employees feel empowered to contribute ideas on quarterly basis, leading to over 35% increase in operational efficiency. Skilled in developing and delivering innovative training programs that have improved the learning curve and reduced training time on multiple client accounts. Proficient in leveraging technology to deliver training to 60 employees globally and measure performance improvement in real-time. Committed to driving continuous improvement to create a best-in-class learning experience.
Overview
14
14
years of professional experience
Work History
Operations Project Manager
AB's Medical Equipment
10.2025 - Current
- Managed projects from procurement to commission.
- Developed comprehensive project plans aligning with organizational goals and resource allocation.
- Managed vendor relationships, negotiating contracts to achieve cost savings and quality assurance.
- Oversee project timelines, ensuring milestones are being met while maintaining budgetary constraints.
- Facilitate regular internal/external meetings to communicate project status and address any challenges effectively.
- Created customized reporting tools for internal/external teams to track key performance indicators effectively.
- Conducted comprehensive risk assessments to proactively address potential issues before they arise/escalate.
- Monitor project progress closely, adjusting strategies as needed to ensure all objectives were met within deadlines.
Operations Manager
TTEC
04.2022 - 09.2025
- Successfully managed 3 large-scale training programs and projects with external clients and internal business leaders, resulting in a 10% improvement in project outcomes.
- Led a division of 18 Leaders and their respective teams driving strategic initiatives and operational efficiency.
- Facilitated 8 strategic workshops with executive leadership, resulting in 15 actionable insights and 7 implemented recommendations that improved operational efficiency.
- Oversaw cross functional teams to enhance operational efficiency and significantly improved client satisfaction.
- Led multiple client projects, coordinating with cross-functional teams to ensure successful implementation of training initiatives.
- Developed 10+ engaging and effortless learning experiences that resulted in 21% improvement in retention and 5% increase in employee satisfaction.
Corporate Training Supervisor
TTEC
02.2020 - 04.2022
- Conceptualized and launched a Leadership Development program that prepared 100+ high-potential employees for succession planning, achieving a 95% program satisfaction rate.
- Oversaw the development and delivery of 32 specialized courses, workshops, and seminars tailored to meet the specific needs of 22 different departments or employee groups.
- Designed and implemented comprehensive assessment systems to evaluate instructor effectiveness, course quality, and student learning outcomes.
- Developed and implemented comprehensive training programs to enhance employee skills and knowledge.
- Evaluated training effectiveness through assessments and feedback, driving continuous improvement initiatives.
- Mentored junior trainers, fostering a culture of knowledge sharing and professional growth within the team.
- Managed training budgets and resources efficiently, ensuring maximum impact of development initiatives.
- Utilized Learning Management Systems (LMS) to track progress, manage course delivery, and streamline reporting processes.
Corporate Trainer
TTEC
11.2018 - 01.2020
- Continuously developed and delivered training programs enhancing employee performance, engagement and skills.
- Assessed training needs through surveys and performance evaluations.
- Collaborated with management to align training objectives with organizational goals.
- Collaborated with cross-functional teams to identify training needs and implement tailored solutions.
- Evaluated training effectiveness through assessments, ensuring continuous improvement in course content and relevancy.
- Streamlined onboarding processes, reducing time-to-productivity for new hires significantly.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
Team Lead/Supervisor
TTEC
11.2016 - 10.2018
- Implemented a new training program for call center agents, resulting in a 25% increase in customer satisfaction scores and a 10% decrease in call abandonment rates.
- Analyzed call center data to identify trends and opportunities for improvement, leading to the implementation of a new call routing system that reduced average call wait times by 30%.
- Developed and implemented call center policies and procedures, resulting in a 15% increase in agent performance.
- Resolved customer complaints and escalated issues as needed, resulting in a 20% decrease in customer churn and a 15% increase in customer satisfaction scores.
- Worked different stations to provide optimal coverage and meet production goals.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Coached team members in techniques necessary to complete job tasks.
Collections Supervisor
Alorica
01.2012 - 11.2016
- Achieved a 63% success rate in locating and recovering assets, exceeding company targets by 13%.
- Set clear goals and performance expectations for the team, conducting regular evaluations and providing constructive feedback.
- Foster a collaborative and positive work environment that promotes teamwork, efficiency, and high morale and promote a culture that supports continues improvement and change.
- Stay informed of changes in regulations and industry best practices, updating internal policies and procedures accordingly.
- Communicate regularly with the Director and VP of Collections regarding team performance, challenges, and opportunities for improvement.
- Utilized CRM systems to track accounts receivable, improving accuracy in reporting and follow-ups.
Education
Bachelor’s - International Business
UTEL
04-2026
Certificate in Vocational - Human Resources
IVEI
01-2016
International Secretary Skillset Diploma - undefined
CECATI
01-2011
Skills
- Staff Training and Development
- Operational efficiency
- Client Management
- Problem Solving & Decision Making
- Budgeting & Financial Management
- Strategic Planning
- Customer Retention
- Project Management
- Team collaboration
- Learning & Development Strategy
- Adaptability
- Financial/Medical Translation-Interpreting
Languages
Spanish- Proficient in Speaking, Writing and Reading
English- Proficient in Speaking, Writing and Reading
Travel and Experience
Argentina:
- Selected to Travel to Argentina for intensive Training in call center operations and performance standards.
- Promoted to On-Board and Train New Hires from systems to workflows, customer service protocols, etc.
Philippines:
- Responsible for Training a group of 20+ Administrative Staff for the launching of new billing system and streamlined knowledge bases.
- Developed a communication system for learning progress on each staff member.
Idaho, US:
- Client requested travel to their Site for Training on their products and services to then collaborate with internal management and build a remote training and operation managing workflow for Client.
Georgia, US:
- Travel at Corporate Level for overseeing the Launching of a New Client account being responsible of managing project being in charge of 60+ employees.
Timeline
Operations Project Manager
AB's Medical Equipment
10.2025 - Current
Operations Manager
TTEC
04.2022 - 09.2025
Corporate Training Supervisor
TTEC
02.2020 - 04.2022
Corporate Trainer
TTEC
11.2018 - 01.2020
Team Lead/Supervisor
TTEC
11.2016 - 10.2018
Collections Supervisor
Alorica
01.2012 - 11.2016
Certificate in Vocational - Human Resources
IVEI
International Secretary Skillset Diploma - undefined
CECATI
Bachelor’s - International Business
UTEL