Vellya Alejandra Rodriguez
San Jose
Summary
As an Operations Manager at Support Services Group, I oversee the daily operations of a large call center team that provides customer service and sales solutions to various clients. I am responsible for ensuring the quality, efficiency, and profitability of the services, as well as the satisfaction and retention of the customers and the agents.
I also have experience in quality assurance and reports analysis, which enables me to monitor and measure the performance and impact of the call center activities. Additionally, I have a passion for coaching and mentoring, and I have developed and delivered various leadership development initiatives that have enhanced the skills, competencies, and motivation of the call center staff.
Overview
6
6
years of professional experience
Work History
Operations Manager
Support Services Group
09.2020 - Current
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
Operations Supervisor
Support Services Group
09.2019 - 08.2020
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Led continuous improvement initiatives aimed at reducing waste, increasing efficiency, and enhancing overall productivity levels within the organization.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
Quality Assurance Analyst
Support Services Group
07.2018 - 08.2019
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Collaborated with development teams to identify, track, and resolve software defects in a timely manner.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
Education
Bachelor - Marketing
Universidad San Marcos
San Jose, Costa Rica02.2018
Skills
- Program Administration
- Health and Safety Compliance
- Performance Monitoring
- Customer Retention
- Data Analysis
- Process Improvement
- Project Leadership
- Client Relationships
- Employee Motivation
- Team Leadership
Timeline
Operations Manager
Support Services Group
09.2020 - Current
Operations Supervisor
Support Services Group
09.2019 - 08.2020
Quality Assurance Analyst
Support Services Group
07.2018 - 08.2019
Bachelor - Marketing
Universidad San Marcos
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