César Sánchez

• Managed daily operations, ensuring smooth workflow and timely completion of tasks.
• Implemented new software tools for better project tracking, leading to increased overall efficiency.
• Implemented quality assurance measures that led to improved product consistency.
• Streamlined workflows for increased efficiency by identifying redundancies and implementing lean principles where appropriate.
• Managed high workload with consistent record of achieving deadlines and production targets.
• Trained, coached and managed 10-person team of Software as a Service and Enterprise professionals.
• Optimized team performance, providing clear guidance and setting achievable goals.
• Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
• Achieved superior service levels by closely monitoring performance metrics and addressing any issues promptly.
• Provided effective leadership during periods of change or transition within the organization.
• Maintained team compliance with company standards, safety practices and regulatory and environmental requirements.
• Analyzed data to identify areas for improvement, resulting in higher levels of customer satisfaction.
• Developed strong relationships with cross-functional teams to improve communication and collaboration.
• Maintained current knowledge of industry trends, incorporating relevant insights into operational strategies.

• My core job is providing great support for all our clients across the globe delivering great response time with the help of our internal support teams. Exceeding week after week the metrics required by the business since week 1.
• Created the first QA reference center where new hires and tenured associates can go to find everything related to quality.
• On my first Talent Review I got SME+ thanks to the relentless focus on my core job.
• Helped achieve the verticalizaton of SDC CDMX, splitting the PSO team into connect and direct.
• As well, at the same time, I helped integrate Case Hopper on Mexico working with Bengaluru on tight time frames, gathering feedback from my team and discussing the best way to implement it, working day to day to help improve this tool, becoming DRI of Case Hopper on Mexico.
• When our managers went to a summit, I was acting team lead, following up with the team daily and sharing the information given by my manager, taking the responsibility of the team, giving results to our site lead and OM becoming DRI of Connect.
• Initiated Mexico's Spin up program, giving 2 waves full spin up, following up until today with questions and issues they might have on all the different topics we have on our day to day job embracing.
• As as result of the success of the spin up program, we started giving foundations training on Mexico City, aligning to the expectations of the different verticals within PSO embracing DRI responsibilities for foundations training.

• Lead a team of 10~15 people, helping them develop soft skills and knowledge based on internal policies and procedures while maintaining quality with daily calibrations and call listening, providing SBI model feedback and generating SMART commitments using tools like Maestro, Salesforce, Amazon Connect, Slack and GSuite for data analysis and KPI tracking

• Utilized excellent communication skills to resolve customer complaints promptly and professionally.
• Performed regular competitor analysis to stay informed about industry trends and adjust strategies accordingly.
• Enhanced customer satisfaction by providing exceptional service and product knowledge.
• Mentored junior team members, fostering a culture of continuous improvement and professional growth within the organization.

Phone agent giving service to USA clients of Grubhub's food delivery service

Service and technical support to SEP's
elementary school's computers

• Helped in making flight and hotel quotes and reservations