JAVIER VILLAVICENCIO
San Salvador
Summary
Dynamic Human Resources Business Partner with Telus Digital, skilled in strategic planning and employee engagement. Achieved over 95% satisfaction ratings through effective training and compliance initiatives. Proven track record in developing retention strategies and optimizing HR operations, ensuring alignment with legal standards and client expectations.
Overview
8
8
years of professional experience
Work History
Human Resources Business Partner
Telus Digital
El Salvador
05.2023 - Current
- Partnered with senior leadership and client stakeholders to drive alignment with contractual obligations and service level agreements across multiple accounts.
- Developed and executed HR policies and procedures to uphold compliance with internal standards and client specifications.
- Served as a key liaison between operations, clients, and cross-functional teams to address operational challenges and promote seamless service delivery.
- Analyzed HR and operational metrics to validate compliance with contractual KPIs and provided strategic recommendations based on data insights.
- Championed workforce planning initiatives to ensure contract deliverables and client expectations were consistently achieved.
Learning Services Specialist- Trainer
Telus Digital
El Salvador
02.2021 - 04.2023
- Formulated and executed comprehensive work plans to fulfill client contractual obligations while successfully onboarding over 300 front-line team members.
- Facilitated learning and development operations in TICA region, partnering with international teams in Bulgaria and Philippines to maintain uniformity in process standards.
- Established and updated comprehensive training documentation and standard operating procedures to uphold quality standards and operational consistency across all programs.
- Coordinated cross-functional and external communications to ensure compliance with contractual commitments and operational needs.
- Secured over 95% satisfaction ratings by upholding rigorous training quality standards and meeting client-specified competency benchmarks.
- Assessed and documented training metrics, guaranteeing alignment with contractual obligations and client satisfaction.
Customer Service Representative
Telus Digital
El Salvador
05.2020 - 01.2021
- Consistently followed communication procedures, guidelines, and policies while maintaining adherence to compliance standards and client requirements
- Exceeded personal and team metrics targets, achieving 90% overall performance rating across all KPIs including customer satisfaction, quality assurance, and productivity metrics
- Handled average of 50+ customer interactions daily while maintaining compliance with established protocols and quality standards
- Maintained accurate records and documentation ensuring audit readiness and regulatory compliance
Jr. Consultant
CDMYPE
El Salvador
05.2018 - 12.2018
- Developed organizational policies and comprehensive internal documentation for client organizations
- Designed process manuals and flow charts to optimize operational efficiency, resulting in 15% cost reduction while maintaining quality standards
- Created HR tools including job descriptions, induction manuals, and personnel retention strategies aligned with organizational policies
- Assisted in vendor relationship management and ensured service delivery aligned with client agreements
Education
Master of Applied Strategy - Strategic Management
ESI School of Management
El Salvador11-2024
BBA - Business Administration
Universidad Dr. Jose Matias Delgado
El Salvador06-2021
International Marketing Specialization - International Marketing
Universidad Dr. Jose Matias Delgado
El Salvador06-2019
Skills
- Employee retention
- Adaptive learning
- Employee relations
- Retention strategies
- Coaching leadership
- Legal compliance
- Strategic planning
- Managing employee relations
- Labor law compliance
- Employee engagement
- Human resources operations
- Time management
- Attention to detail
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Human Resources Business Partner
Telus Digital
05.2023 - Current
Learning Services Specialist- Trainer
Telus Digital
02.2021 - 04.2023
Customer Service Representative
Telus Digital
05.2020 - 01.2021
Jr. Consultant
CDMYPE
05.2018 - 12.2018
Master of Applied Strategy - Strategic Management
ESI School of Management
BBA - Business Administration
Universidad Dr. Jose Matias Delgado
International Marketing Specialization - International Marketing
Universidad Dr. Jose Matias Delgado