Liset Alean Diaz
Alajuela ,Alajuela
Summary
Dynamic leader with a proven track record at Foundever(Sykes), excelling in team leadership and complex problem-solving. Achieved significant departmental goals through strategic planning and performance management. Skilled in MS Office and fostering teamwork, I have effectively enhanced business operations and employee retention. Demonstrated excellence in training development and business analysis, driving growth and operational efficiency.
Overview
21
21
years of professional experience
Work History
Technical Team Manager
Foundever(Sykes)
12.2014 - Current
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Onboarded new employees with training and new hire documentation.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Launched new products and services with thorough market research, leading to increased revenue growth.
Call Center Sales Supervisor
All American Auto Protection
09.2013 - 10.2014
- Assisted in creating sales scripts that resulted in higher conversion rates during outbound calls campaigns.
- Supported continuous learning initiatives among team members, fostering skill development and career growth opportunities.
- Collaborated with other supervisors to share best practices and streamline call center operations.
Reservations Manager
Orquídeas Inn Hotel
06.2003 - 06.2013
- Participated in industry events or networking opportunities to build relationships with travel partners or industry professionals for referral business generation purposes.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Worked closely with front desk to achieve full occupancy of property.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Streamlined reservation processes for increased efficiency and improved guest experience.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Provided customers with information about availability and pricing.
Education
Project Management
Universidad Latina De Costa Rica
Costa RicaBusiness Administration Technology Degree - Tourism And Travel Management
Universidad Mayor De Bolivar
Cartagena, Colombia 12.2001
Skills
- Expectation setting
- Training and Development
- Administration and Reporting
- Key Performance Indicators
- Performance Management
- Complex Problem-Solving
- Teamwork and Collaboration
- Staff Training and Development
- MS Office
- Business Analysis and Reporting
- Team Leadership
- Decision-Making
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Portuguese
Advanced (C1)
French
Elementary (A2)
Timeline
Technical Team Manager
Foundever(Sykes)
12.2014 - Current
Call Center Sales Supervisor
All American Auto Protection
09.2013 - 10.2014
Reservations Manager
Orquídeas Inn Hotel
06.2003 - 06.2013
Project Management
Universidad Latina De Costa Rica
Business Administration Technology Degree - Tourism And Travel Management
Universidad Mayor De Bolivar
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