Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Hansell Mendez

Senior Quality Management System Manager
Santiago,Santiago De Los Caballeros

Summary

Accomplished Senior Quality Management System Manager at Support Services Group, enhancing operational efficiency and customer satisfaction through strategic planning and team leadership. Skilled in performance management and complex problem-solving, I've driven significant improvements in service delivery and team productivity, leveraging both hard and soft skills to achieve competitive excellence.

Overview

5
5
years of professional experience

Work History

Senior Quality Management System Manager

Support Services Group
07.2024 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Developed and implemented business strategies to achieve business goals and stay competitive.

Senior Operations Manager

Support Services Group
03.2024 - 07.2024
  • 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.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.

Operations Manager

Support Services Group
09.2023 - 03.2024
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Facilitated smooth collaboration between departments through clear communication channels.

Senior Operations Team Leader

Support Services Group
11.2022 - 09.2023
  • Managed a high-performing operations team, fostering a culture of collaboration and excellence.
  • Implemented process improvements that led to increased customer satisfaction and retention rates.
  • Mentored junior team members, helping them develop their skills and advance their careers within the organization.

Operations Team Leader

Support Services Group
04.2022 - 11.2022
  • Managed daily operations, ensuring smooth workflow and timely completion of tasks.
  • Implemented quality assurance measures that led to improved product consistency.
  • Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
  • Streamlined workflows for increased efficiency by identifying redundancies and implementing lean principles where appropriate.

Customer Service Representative

Support Services Group
02.2022 - 04.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Technical Support Specialist

Data Vimenca
08.2021 - 11.2021
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.

Customer Service Representative

UNO Call Center
09.2019 - 02.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

Engineering - Civil Engineering

UTESA
Santiago De Los Cabelleros
05.2001 -

Sciences - Computer And Information Sciences

Politecnico El Ave Maria
Espaillat
05.2001 -

Skills

    Team Leadership

    Operations Management

    Strategic Planning

    Performance Management

    Staff Development

    Financial Management

    Complex Problem-Solving

Accomplishments

    Successfully grew a telecom campaign from 50 to nearly 300 agents in just 2 years, alongside a leadership team of over 20 staff members. Established strong client relationships through meeting expectations, understanding needs, and maintaining open, clear communication. Achieved high-performance standards, effectively competing with other vendors while rapidly expanding the project.

Languages

Spanish
Native or Bilingual
English
Full Professional

Timeline

Senior Quality Management System Manager

Support Services Group
07.2024 - Current

Senior Operations Manager

Support Services Group
03.2024 - 07.2024

Operations Manager

Support Services Group
09.2023 - 03.2024

Senior Operations Team Leader

Support Services Group
11.2022 - 09.2023

Operations Team Leader

Support Services Group
04.2022 - 11.2022

Customer Service Representative

Support Services Group
02.2022 - 04.2022

Technical Support Specialist

Data Vimenca
08.2021 - 11.2021

Customer Service Representative

UNO Call Center
09.2019 - 02.2021

Engineering - Civil Engineering

UTESA
05.2001 -

Sciences - Computer And Information Sciences

Politecnico El Ave Maria
05.2001 -

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Hansell MendezSenior Quality Management System Manager