Gladys Maria Rodriguez Aguilar
Computer science
West Hollywood,CA
Summary
Interest in participating in a company that allows me to develop my knowledge, and at the same time, obtain experience to grow professionally. While I consider that I can make a great contribution to it, as well as enrich my work career. I'm a highly-motivated employee with desire to take on new challenges, adaptability, and exceptional interpersonal skills. Skilled at working effectively without supervision and quickly mastering new skills.
Overview
16
16
years of professional experience
Work History
Operational Excellence Administrative Supervisor
BAC Credomatic
Tegucigalpa, Francisco Morazán
06.2013 - 07.2022
- Directed and supervised team of 15 employees in daily operations.
- During the COVID-19 pandemic, I supported the attention of banking clients who connected to the WhatsApp service for queries or problem solving. Due to the nature of the disease, there were too many mass customers and the area in charge reached the maximum attention clients.
- Ensure compliance with offers made to clients, follow the delivery of debit and credit cards, and resolution of procedures through monitoring of procedures or other offers with Back Office functions.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Carry out permanent coaching to develop the necessary skills of the collaborators in charge.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Collaborated with other departments to coordinate workflow processes between teams.
- Hold meetings with the staff in charge to review results in goal deployments and design action plans to improve, and do performance evaluations of the employees in charge.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Compliance with operational and quality indicators that impact the operation of business areas.
- Developed and implemented operational policies and procedures to ensure efficiency, and accuracy of workflows.
- Tracked progress on projects and provided timely feedback to staff members.
- Resolved customers complaints in a timely manner while ensuring customer satisfaction.
- Identified opportunities for data optimization and automation of processes.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Created reports for senior management regarding departmental performance, budgeting, and staffing.
- Communicated with customers, competitors and suppliers to stay abreast of industry or business trends or lead meetings for fix some issues and reach agreements of solutions.
Business Intelligence Analyst in Marketing
BAC Credomatic Network – Strategy and Information
Tegucigalpa, Francisco Morazán
09.2011 - 06.2013
- Data analysis regarding loyalty programs, area expenses, issuing market share in relation to the competition.
- Generation of statistics in relation to social networks such as Facebook, likewise, obtaining results from web chats, emails, cellphones, and data related to the BAC Honduras and Credomatic.
- Preparation of annual forecasts for management.
- Created technical documents outlining processes, procedures and standards used in Business Intelligence development efforts.
- Analyzed customer profiles, segmentation models, market research and sales performance metrics to develop insights into customer behavior patterns.
- Prepared presentations summarizing findings from data analysis projects.
- Participated in peer reviews of reports developed by other team members.
- Worked closely with IT teams on developing database objects such as views, tables.
- Generated daily, monthly and annual reports to address short- or long-term business intelligence questions.
- Developed complex SQL queries to extract and analyze data from multiple sources.
- Analyzed competitive market strategies through related product, market or share trends.
- Maintained library of model documents, templates or other reusable knowledge assets.
- Synthesized current business intelligence or trend data to support recommendations for action.
Contact Center Information Analyst
BAC Credomatic – Information and Technology
Teguciggalpa, Francisco Morazán
02.2009 - 09.2011
- Generation of statistics regarding the operation of the Contact Center for decision making and focus on compliance with indicators.
- Developed and managed SQL databases, including data modeling, optimization, and maintenance.
- Created dashboards in Power BI to monitor KPIs and performance metrics.
- Analysis and purification of databases, in order to obtain valid records, for good customer contact effectiveness.
- Analysis to identify the generation of income and expenses produced by the Contact Center, in order to be productive.
- Generation of information, in order to pay commissions to officers, supervisors, bosses and deputy managers of the Contact Center.
- Preparation of commission payments to 350 employees of the banking Contact Center.
- Conflict management and validation capacity regarding disagreements in the payment of commissions.
- Analysis carried out in order to identify the work of the performance oriented towards the excellence of the Contact Center officers to grant awards and guarantee their satisfaction towards the improvement of the organizational climate
- Collaborated with stakeholders across different departments to ensure successful project delivery.
- Monitored system performance indicators and identified areas where improvements could be made.
- Coordinated with IT teams on implementation strategies for new technologies into existing architectures.
- Assessed programs to identify risks or problems to determine appropriate responses.
Systems Analyst
General Directorate of Transport - SOPTRAVI
Tegucigalpa, Francisco Morazán
09.2006 - 02.2009
- Analyzed user requirements and implemented system changes to improve efficiency.
- Developed technical documentation such as flowcharts, diagrams, and process maps.
- Domain creation for 120 computers.
- Server Administration: User control, control of dynamic and static IPs and others.
- Access permissions for users when entering the network, as well as access to the different programs and databases that run in the D.G.T.
- Search and solution for faults found in the programs used in the D.G.T.
- Installation of operating systems, antivirus, backup of the database, and other files.
- Data migration.
- Provided support to end users regarding errors generated in the system.
- Strengthening security in databases and applications.
- Designed, developed, tested, documented, and maintained new applications and software components.
- Interacted with vendors to negotiate contracts for hardware and software purchases or services rendered.
Education
Bachelor of Computer Science - Information Technology
Universidad Católica De Honduras (UNICAH)
Tegucigalpa, Honduras12-2006
Bachelor of Science And Letters -
"La Fraternidad" Departmental Institute
12-2001
Currently Studying English Language At Advanced Level C -
Claremont High School
Claremont, CACertificate Course with Jürgen Klaric. Get Rich On The Internet. -
Academy Jürgen Klaric
Conference With Jürgen Klaric. Sell To The People And Not To The Mind. -
Academy Jürgen Klaric
TEDx Conference (Technology, Social Networks, Entertainment and Design) -
TEDx
Negotiation techniques and Leadership -
"Valor Humano"
Effective Communication, and Tools to Influence Others. -
"Valor Humano"
Total Quality Management Diploma. -
Catholic University of Honduras
Skills
- Analytical person
- Proposal Writing
- Presentation Design
- Expense Reporting
- Deadline-oriented
- Operations Management
- Cross-Functional Teamwork
- Compliance Monitoring
- Organized, responsible, spirit overcoming, and helpful
- Proposal Writing
- Management of software applications; AS400, creating and modifying queries SQL Server, MICROSOFT VISUAL STUDIO, MICROSOFT SQL SERVER, CRYSTAL SQL DESIGNER, MICROSOFT OFFICE advanced level, GOOGLE CHROME, MOZILLA FIREFOX, MICROSOFT WINDOWS SERVER, CRYSTAL REPORTS
Identity
0801-1985-18151
Birth Location
Tegucigalpa, Francisco Morazán
Personal Information
- Date of Birth: 09/21/85
- Nationality: Hondureña
Languages
Spanish
Native/ Bilingual
English
Professional
Timeline
Operational Excellence Administrative Supervisor
BAC Credomatic
06.2013 - 07.2022
Business Intelligence Analyst in Marketing
BAC Credomatic Network – Strategy and Information
09.2011 - 06.2013
Contact Center Information Analyst
BAC Credomatic – Information and Technology
02.2009 - 09.2011
Systems Analyst
General Directorate of Transport - SOPTRAVI
09.2006 - 02.2009
Bachelor of Computer Science - Information Technology
Universidad Católica De Honduras (UNICAH)
Bachelor of Science And Letters -
"La Fraternidad" Departmental Institute
Currently Studying English Language At Advanced Level C -
Claremont High School
Certificate Course with Jürgen Klaric. Get Rich On The Internet. -
Academy Jürgen Klaric
Conference With Jürgen Klaric. Sell To The People And Not To The Mind. -
Academy Jürgen Klaric
TEDx Conference (Technology, Social Networks, Entertainment and Design) -
TEDx
Negotiation techniques and Leadership -
"Valor Humano"
Effective Communication, and Tools to Influence Others. -
"Valor Humano"
Total Quality Management Diploma. -
Catholic University of Honduras
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