Summary
Overview
Work History
Education
Skills
Technicalabilities
Id
Phone
Personal Information
References
Accomplishments
Certification
Languages
Timeline
Generic
Wilmar Rivera Diaz

Wilmar Rivera Diaz

Municipio Los Alcarrizos,R.D.

Summary

Insightful Project Manager dedicated to identifying and cultivating team members' skills and talents. Polished in implementing continuous enhancements and building and maintaining accurate project budgets. Focused and driven team player practiced in leading multiple simultaneous projects leveraging proven project management tools. Forward-thinking professional with deep understanding of resolving customer problems with efficiency and civility. Expert in product issues with dedication to increasing productivity through close analysis of tasks. Proven history of increasing customer satisfaction.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Project Manager

Glowtouch RD
Distrito Nacional, Santo Domingo
09.2023 - Current
  • Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
  • Identified risks associated with each project and developed strategies for mitigating those risks.
  • Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
  • Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.

Operations Manager

Alorica
01.2020 - 07.2023
  • In charge of driving client performance as well as financial growth for every line of business I’ve worked with, 3 with a total headcount of 100+ agents on each project, where I was able to add substantial growth and development for other leaders through coaching and mentoring improving client performance KPIs by meeting and exceeding expectations in the 3 LOBs I worked for
  • Was manager of the month 7 times in 2022 and reached financial goals throughout the whole year as well as accomplishing with the quality standards of the project.

Floor Supervisor

Alorica
01.2018 - 01.2020
  • In charge of supervising as well as developing group of agents around 16 to 18 headcounts
  • My main duty was coaching and developing this group of agents to help them achieve their professional and personal goal within the company
  • During my journey as a floor supervisor I was in charge of what it was called The LAB, this was the name of a particular section of agents I was in charge who were the bottom performers from the LOB, my main strategy was about providing 2 coaching per week as well as multiple follow ups to track their development, I was able to successfully meet a survival rate of 87% out 45 agents I was in charge of during the 6 month lengths of this process.

Customer Service Representative/ Support coach

Concentrix
02.2016 - 01.2018
  • In charge of assisting customer with the level and standards set by the project, where I was able to demonstrate my capacity and people skills, moving my self to the support coach position sharing my knowledge with new employees to help them be successful.

Education

7th semester international relationships -

Universidad del Caribe
01.2023

High school -

Politecnico Max Henriquez Urena
01.2011

Primary School -

colegio Nazareno
01.2007

Leadership workflow -

INFOTED

Skills

  • Good people Skills
  • Proactive
  • Responsible
  • Process oriented
  • Effective handling of the complete package Microsoft Office
  • Project management
  • Finances
  • P&L and GP projections
  • Bilingual ability in English
  • Data Analysis
  • Procedure Development
  • Root Cause Analysis
  • Schedule Management
  • Project development

Technicalabilities

  • Effective handling of the complete package Microsoft Office
  • Project management and finances, P&L and GP projections
  • Bilingual ability in English for cases in which communication with customers and suppliers is essential.

Id

229-0021791-4

Phone

829.284.2356, 809.364.1193

Personal Information

Date of Birth: 12/22/94

References

  • Wilmary Santos, 809-864-1193
  • Eddy de la Rosa, 829-470-2833
  • Paul Baez , 829-391-2009

Accomplishments

  • Manager of the month 13 times
  • Revenue Award on 2022
  • Client Success specialist

Certification

  • Coaching and development
  • Planing and strategy
  • White glove leadership

Languages

English
Professional
Spanish
Native/ Bilingual

Timeline

Project Manager

Glowtouch RD
09.2023 - Current

Operations Manager

Alorica
01.2020 - 07.2023

Floor Supervisor

Alorica
01.2018 - 01.2020

Customer Service Representative/ Support coach

Concentrix
02.2016 - 01.2018

7th semester international relationships -

Universidad del Caribe

High school -

Politecnico Max Henriquez Urena

Primary School -

colegio Nazareno

Leadership workflow -

INFOTED

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Wilmar Rivera Diaz