Strategic and results-driven Bilingual (Spanish) Operations Manager with 15+ years of experience leading contact center operations, team performance, and workforce management. Proven success in managing large teams (20+), improving KPI outcomes, and driving service-level excellence across multiple industries. Adept at performance coaching, scheduling, process optimization, and staff development. Strong communicator and leader with a background in startup environments and structured organizations. Proficient in MS Office (Excel, Outlook, Word, PowerPoint), CRM platforms, and contact center tools.
Driven Call Center Operations Manager with a robust background in designing and implementing effective training programs. Demonstrated success in enhancing employee performance and fostering a culture of continuous learning—proven ability to develop and execute training strategies while utilizing strong leadership and communication skills.
Society for Industrial and Organizational Psychology (SIOP)
American Veterans (AMVETS)