Liuba Silvana Herrera Salazar
Business Administrator
Jinotepe,Carazo
Summary
Team Leader operations professional coordinating customer escalations, service quality checks, and team follow-up in a fast-paced support setting. Supports Operations Supervisor work by monitoring performance trends, evaluating processes, and keeping issues moving to resolution. Also contributes to hiring interviews and initial onboarding, which helps stabilize day-to-day operations.
Overview
3
3
Languages
11
11
years of professional experience
Work History
TEAM LEADER
Straive
01.2024 - Current
- Track [number]% escalation follow-up accuracy across team reviews and customer case updates.
- Resolve [number] customer incidents per week while maintaining consistent service quality.
- Manage customer escalations, resolving complex issues and protecting service quality.
- Support hiring by conducting interviews and coordinating initial training for new team members.
- Monitor team performance and provide targeted feedback to improve consistency and accountability.
- Evaluate process gaps and apply root cause analysis to strengthen workflow performance.
- Build reporting dashboards to track team trends and support clearer performance reviews.
QUALITY ASSURANCE SPECIALIST
Straive
06.2023 - 01.2024
- Monitored [number] production issues weekly to catch process gaps before customer escalations.
- Analyzed production data to identify root causes and share corrective feedback with the team.
- Translated findings into clear feedback that improved team performance and reduced recurring issues.
- Built reporting dashboards in IBM SPSS Database and MS Office package to support quality reviews.
DATA ENTRY SPECIALIST
Straive
01.2018 - 06.2023
- Resolved 100% of scheduling issues during customer contacts by responding as a Customer Service Representative.
- Maintained 5 network television schedules daily while keeping program information current for Cable Operators.
- Updated television schedule data and operator information with strong attention to detail across daily production work.
- Built effective provider relationships to support accurate schedule coordination and smoother issue follow-up.
- Applied quality assurance checks and root cause analysis to evaluate recurring scheduling problems and improve data consistency.
MARKETING RESEARCH ASSISTANT
Teacher's Assistant
09.2016 - 12.2016
- Conducted descriptive statistical analysis in IBM SPSS Statistics 21 to interpret quantitative findings.
- Created infographics and drafted the preliminary research report to present study results clearly.
- Applied attention to detail and quality assurance during data processing and review.
RESEARCH STUDENT
Comercializadora de Bienes y Servicios S.A COMBISERSA
01.2016 - 12.2016
- Analyzed market conditions and summarized findings using IBM SPSS Database and MS Office package.
- Developed the marketing plan proposal from research findings and translated diagnosis into actionable recommendations.
- Prepared reporting dashboards to present research insights clearly and support proposal review.
Education
Bachelor Degree - Business Administration
Universidad Centroamericana
Nicaragua04-2018
Skills
Customer escalation management
Team performance monitoring
Training coordination
Incident resolution
Adaptability and flexibility
Performance coaching
Root cause analysis
Quality assurance
Process evaluation
Attention to detail
IBM SPSS Database
Reporting dashboards
MS Office package
Timeline
TEAM LEADER
Straive
01.2024 - Current
QUALITY ASSURANCE SPECIALIST
Straive
06.2023 - 01.2024
DATA ENTRY SPECIALIST
Straive
01.2018 - 06.2023
MARKETING RESEARCH ASSISTANT
Teacher's Assistant
09.2016 - 12.2016
RESEARCH STUDENT
Comercializadora de Bienes y Servicios S.A COMBISERSA
01.2016 - 12.2016
Bachelor Degree - Business Administration
Universidad Centroamericana