Gerardo Antonio Orantes Lacayo
San Salvador,El Salvador
Summary
Dynamic Operations Director with over 17 years of experience in the BPO, Telecommunications, and Travel Agency industries. Proven leadership with 10+ years of management experience in large organizations across Sales, Customer Service, and Finance. Demonstrated expertise in achieving financial objectives and operational KPIs. Dedicated to fostering people development and driving team excellence. Extensive experience in budget planning, strategic initiatives, and client relationship management.
Overview
18
18
years of professional experience
2003
2003
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Regional Director of Operations
Focus El Salvador
01.2017 - Current
- Manage 8+ clients/accounts with 10 different lines of business in voice and chat channels.
- Own staffing capacity planning and delivery through effective management of shrinkage and productivity standards.
- Lead a group of Senior Leaders to drive clients' KPIs and financial delivery.
- Strategize and execute plans for client KPI delivery and revenue generation.
- Oversee P&L and overall financial performance for each line of business, including budget planning and attainment.
- Direct a team of 150+ employees to maintain high operational performance and meet service standards.
- Ensure SOW adherence for all assigned clients, fostering healthy client relationships and seeking win-win situations.
Director of Operations
Focus El Salvador
11.2012 - 01.2017
- As a Director of Operations (Account Manager for a sales campaign), I managed day-to-day operations across different departments, making sure everything ran smoothly.
- I set high standards for quality and kept a close eye to ensure we consistently met them, always aiming for operational excellence.
- Mentored and coached team members to foster productive and engaging work environment.
- Achieved company goals through formalized training plans, coaching, and performance management.
- Achieved company-wide recognition for leadership excellence, mentoring high-performing team that consistently exceeded operational goals and objectives.
QA Analyst
The Office Gurus
07.2009 - 11.2012
- Establish QA standards of service for over 6 different customers, including implementation, monitoring, and improvement of clients' QA standards.
- Achieved a 15% improvement in QA standards within the first 3 months by implementing over 5 highly effective processes.
Corporate Accounts Sales & Customer Service representative
Escamilla Travel Agency
05.2008 - 05.2009
- Promoted and attracted new corporate relationships by building strong connections with over 10 corporate clients.
- Provided air tickets, hotels, and car rental options to Corporate Account Executives.
Store Manager
Digicel Telecommunication Company
01.2007 - 02.2008
- Implemented sales and customer satisfaction initiatives to increase store revenue and margins.
- Led a team of 6+ employees to drive operational performance and maintain high service standards.
Education
Middle School & High School -
Colegio Maya
Bachelor of Business Administration - undefined
UJMD
Skills
- Strong Data Analysis
- Critical Thinking
- Problem Solving
- Business Planning
- Attention to Details
- Cross-functional coordination
- Teamwork and collaboration
Certification
Lean Manufacturing & Lean Six Sigma 'Yellow Belt' Certificate, 03/01/23
Awards
- Focus Services Director of the Year Award - 2015, 2016, 2017
"Presented to a Director from Operations who has accomplished success on their campaign, client relationships, growth, and management development."
Personal Information
- Date of Birth: 08/22/84
- Marital Status: Married
Timeline
Regional Director of Operations
Focus El Salvador
01.2017 - Current
Director of Operations
Focus El Salvador
11.2012 - 01.2017
QA Analyst
The Office Gurus
07.2009 - 11.2012
Corporate Accounts Sales & Customer Service representative
Escamilla Travel Agency
05.2008 - 05.2009
Store Manager
Digicel Telecommunication Company
01.2007 - 02.2008
Bachelor of Business Administration - undefined
UJMD
Middle School & High School -
Colegio Maya
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