Interested in continuous learning and understanding new operational approaches
Jennifer Guadalupe Hernandez Garcia
Emerging Products AMS Training & Quality Team Lead
Ciudad de Mexico
Summary
Dynamic and reliable Team Lead with extensive experience at TikTok/Bytedance, excelling in cross-functional collaboration, performance management, and quality assurance. Proven track record in training and coaching multicultural teams, streamlining processes, and implementing continuous improvement initiatives to enhance operational efficiency and ensure consistent product excellence. Skilled in identifying process gaps, developing strategic solutions, and adapting to dynamic project requirements, fostering a collaborative and high-performing work environment. Strong analytical mindset with a commitment to driving operational excellence and achieving measurable results.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Emerging Products AMS Training & Quality Team Lead
Tiktok Bytedance
07.2024 - Current
- Collaborated with cross-functional teams to identify areas for improvement and implement corrective actions.
- Developed comprehensive training materials to ensure consistent understanding of quality standards among team members.
- Conducted root cause analyses on reported issues, identifying underlying factors contributing to problems and recommending appropriate solutions.
- Managed documentation related to quality control procedures, keeping detailed records of inspections, audits, and other relevant activities.
- Spearheaded collaboration between departments to ensure a seamless flow of information and a unified approach to quality control.
- Championed continuous improvement initiatives, leading efforts to optimize existing processes for better overall results.
- Applied coaching techniques and tools to support managers and team members in improving performance.
OPS Video Safety Operations AMS Advisor
Tiktok Bytedance
07.2022 - 07.2024
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
- Strengthened team efficiency by training new moderators on best practices, guidelines, and workflow processes.
Costumer Service Team Leader
Ttec (TeleTech)
07.2020 - 06.2022
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Championed a culture of teamwork and collaboration within the department, resulting in higher employee morale.
Costumer Service Agent
Ttec (TeleTech)
08.2018 - 07.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
Education
High School Diploma -
Colegio Latinoamericano
Ciudad De Mexico 05.2001 -
Skills
- Leading and coaching cross-functional and multicultural teams
- Performance management and continuous feedback
- Delegation, workload prioritization, and conflict resolution
- Recruitment support and onboarding/offboarding processes
- Ensuring compliance with policies and operational standards
- Workforce planning and scheduling
- Clear and concise communication with stakeholders
- Cross-team collaboration across regions
- Monitoring KPIs and performance metrics
- Identifying process gaps and implementing improvements
- Adaptability and strategic thinking
- Time management and decision-making
Interests
Learning about ways to improve workflows, processes, and team efficiency
Timeline
Emerging Products AMS Training & Quality Team Lead
Tiktok Bytedance
07.2024 - Current
OPS Video Safety Operations AMS Advisor
Tiktok Bytedance
07.2022 - 07.2024
Costumer Service Team Leader
Ttec (TeleTech)
07.2020 - 06.2022
Costumer Service Agent
Ttec (TeleTech)
08.2018 - 07.2020
High School Diploma -
Colegio Latinoamericano
05.2001 -