JOSUE ARITA
San Pedro Sula
Summary
Accomplished Operations Manager with a proven track record at ITel BPO, enhancing operational efficiency and customer satisfaction. Expert in workflow optimization and leadership, demonstrated by a 12% sales increase at Refresh Financial. Skilled in cross-functional coordination and problem-solving, consistently fostering team excellence and innovation.
Overview
11
11
years of professional experience
Work History
Operations Manager
ITel BPO
San Pedro Sula
10.2021 - Current
- Motivated and evaluated personnel for performance improvement and goal achievement
- Suggested innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction
- Built strong operational teams to meet process and production demands
- Created detailed reports on the performance of individual departments within operations
- Delivered positive customer experiences by implementing effective quality assurance practices
- Directed operations staff by providing guidance, training, and support in order to meet company objectives
- Oversaw financial management, budget management, accounting and payroll activities
- Planned team workflows, and promotional initiatives
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Produced SOPs to document workplace procedures and optimize productivity through standardization
- Analyzed data from daily reports to identify trends in production performance metrics.
- Formed and sustained strategic relationships with clients
- Worked effectively in team environments to make the workplace more productive.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service
- Top performing Operations Manager for 3 years in a row
Operations Manager
Refresh Financial
San Pedro Sula
05.2018 - 01.2020
- Supervised and managed a team of 26 salespeople, providing support, motivation, and targets
- Planned and set monthly revenue goals that led to an increase in sales by over 12% over 6 months
- Provided mentoring of new hires and organized monthly feedback program for sales team
- Produced monthly performance reports
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans
- Tracked progress on projects and provided timely feedback to staff members
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows
- Developed strategies to improve team performance and productivity.
Senior Supervisor
Serve5ive
San Pedro Sula
06.2014 - 03.2018
- Coordinating and supervising various teams, including new employees, to ensure they are familiar with company regulations and the code of conduct.
- Supervising the effective working of different personnel, and preparing schedules to ensure compliance with the organization's policies.
- Coordinating with the quality assurance team to maintain quality production and ensure compliance with protocol
- Handled customer complaints with empathy and composure
- Proactively participated in meetings and helped create new practices
- Answered calls, responded to emails
- Processed a range of documentation and entered information into databases
- Pitched ideas on how to improve performance and efficiency
- Helped upper management identify workflow issues and find solutions, including finances
- Supervised and delegated tasks to a team of [80] people
Education
Bachelor - Science and Letters
Ovidio Decroly
San Pedro Sula01.2018
Business Management -
UNITEC
San Pedro SulaSkills
- Customer service
- Operations management
- Cross-functional coordination
- Teamwork
- Problem-Solving
- Workflow optimization
- Sales
- Trend analysis
- Leadership
- Mentoring
- Office administration
- Staff hiring and retention
- Social media
- Industry expertise
- Project management
Languages
- English, Advanced
- Spanish, Advanced
Personal Information
- Date of Birth: 10/19/93
- Nationality: Honduran
Affiliations
Adrenaline junkie and sports driven personality such as: soccer, volleyball, basketball, padel, and badminton
Timeline
Operations Manager
ITel BPO
10.2021 - Current
Operations Manager
Refresh Financial
05.2018 - 01.2020
Senior Supervisor
Serve5ive
06.2014 - 03.2018
Bachelor - Science and Letters
Ovidio Decroly
Business Management -
UNITEC
Similar Profiles
Shamiel BloomfieldShamiel Bloomfield
Head of Financial Planning & Analysis at Itel BPOHead of Financial Planning & Analysis at Itel BPO
DAYNA MITCHELLDAYNA MITCHELL
Customer Service Supervisor at Itel BPO Smart SolutionsCustomer Service Supervisor at Itel BPO Smart Solutions
Kenrick GordonKenrick Gordon
Customer Care Representative at Itel BPOCustomer Care Representative at Itel BPO
Anthony QuirozAnthony Quiroz
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Vilna Lizeth Fajardo CañasVilna Lizeth Fajardo Cañas
Quality Manager at RussellQuality Manager at Russell