Summary
Overview
Work History
Education
Skills
Languages
Timeline
OperationsManager

Veronica Barragan

El Paso

Summary

Dynamic Operations Manager with over 8 years of leadership experience in building and managing high-performing teams in customer support and business process outsourcing (BPO) environments. Proven expertise in developing scalable processes, driving data-informed improvements, and fostering cross-functional collaboration to deliver exceptional self-service support and client satisfaction. Skilled in content strategy, performance coaching, and operational excellence, with a track record of increasing efficiency by 60% and achieving 93%+ First Call Resolution (FCR) and 96% Service Level Agreement (SLA) adherence. Adept at navigating ambiguity, championing inclusion, and aligning operations with strategic business goals.

Overview

10
10
years of professional experience

Work History

Operations Manager

Oveana
03.2022 - Current
  • Led the launch of two BPO lines, developing standard operating procedures (SOPs) aligned with client-defined scopes of work, enabling seamless self-service support and client onboarding within 90 days.
  • Designed and implemented end-to-end training programs, leveraging Learning Management Systems (LMS) to ensure operational readiness and consistent content delivery for global client support.
  • Coached and mentored supervisors and team leads, establishing KPIs for customer satisfaction, service quality, and operational efficiency, achieving 93% FCR and 96% SLA adherence.
  • Spearheaded continuous improvement initiatives using Lean methodologies, enhancing content processing efficiency by 60% and reducing turnaround time by 10%.
  • Collaborated with cross-functional teams to optimize content architecture and delivery, ensuring alignment with client expectations and brand standards.
  • Utilized data analytics to assess performance trends, identify gaps, and drive actionable improvements in user experience and operational outcomes.
  • Managed stakeholder relationships, representing the team in strategic discussions to align operational metrics with business priorities.
  • Mitigated risks during workforce transitions by implementing training and contingency plans, ensuring content and service continuity during remote-to-on-site migrations.

Lead Supervisor

Sagility
03.2021 - 04.2022
  • Supervised a team of agents, ensuring adherence to client-driven content standards and company benchmarks for self-service support delivery.
  • Analyzed performance data to identify trends and implement process improvements, enhancing team efficiency and content quality.
  • Developed and facilitated training sessions focused on process knowledge and customer engagement, improving content accessibility and usability.
  • Collaborated with HR to recruit and onboard talent, ensuring alignment with operational and content governance needs.

Assistant General Manager (Contract)

Shreem Capital
05.2020 - 08.2021
  • Oversaw training and content development for hotel staff, ensuring consistent guest service through streamlined SOPs and digital support tools.
  • Managed guest database and scheduling systems, optimizing content for accessibility and operational efficiency.
  • Collaborated with marketing to create promotional content and respond to guest feedback, driving improvements in self-service support and user experience.
  • Conducted data-driven needs assessments to enhance operational workflows and guest-facing content.

Account Services Supervisor

Continuum Global
10.2015 - 08.2020
  • Led a team of 18 agents in a high-volume BPO environment, achieving a 20% increase in FCR through targeted coaching and content optimization.
  • Maintained 95%+ SLA adherence by developing governance frameworks and escalation protocols, ensuring consistent support content delivery.
  • Conducted trend analysis to identify performance gaps, driving continuous improvement in self-service content and operational efficiency.
  • Collaborated with quality assurance and workforce management teams to optimize scheduling and content production for peak demand periods.
  • Delivered data-driven performance reports to leadership, providing insights to enhance support content and service delivery.

Education

Bachelor - Business Management

Park University
Kansas City, MO
12.2026

Skills

  • Content Strategy & Governance: SOP Development, Content Architecture, Quality Assurance
  • Leadership & Talent Development: Staff Training, Performance Coaching, Team Mentoring
  • Data-Driven Decision Making: Analytics, KPI Development, Continuous Improvement
  • Cross-Functional Collaboration: Stakeholder Management, Program/Project Management
  • Customer Support Expertise: Contact Center Operations, Self-Service Support, FCR Optimization
  • Technical Proficiency: Learning Management Systems (LMS), Enterprise CMS, Data Analytics
  • Soft Skills: Communication, Conflict Resolution, Public Speaking, Inclusion & Engagement

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Operations Manager

Oveana
03.2022 - Current

Lead Supervisor

Sagility
03.2021 - 04.2022

Assistant General Manager (Contract)

Shreem Capital
05.2020 - 08.2021

Account Services Supervisor

Continuum Global
10.2015 - 08.2020

Bachelor - Business Management

Park University

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