JOSÉ MANUEL SOTO JIMÉNEZ
Service Delivery Supervisor
Tlajomulco de Zúñiga,JAL
Summary
Experienced Service Delivery Supervisor with 25+ years of managing teams, driving operational efficiency, and delivering exceptional customer service. Skilled in training and mentoring agents, overseeing workforce operations, and optimizing service delivery. Proven success in leading high-performance teams and improving processes through Lean Six Sigma methodologies to achieve KPIs. Seeking a management role to leverage leadership expertise and passion for continuous improvement.
Overview
22
22
years of professional experience
24
24
years of post-secondary education
6
6
Certifications
2
2
Languages
Work History
Service Delivery Supervisor
TTEC Solutions CX
03.2010 - Current
- Led and developed a team of 25 bilingual agents across onshore, nearshore, and offshore locations, providing coaching and support to ensure consistent achievement and exceeding of KPIs for customer satisfaction and service quality.
- Managed daily operations, payroll, reliability.
- Oversaw workforce operations, maintaining efficient scheduling and resource allocation to ensure seamless service delivery
- Trained new hires for the HCSC and T-Mobile campaigns, preparing them with product knowledge and customer service skills to excel in phone support
- Acted as a hybrid supervisor/trainer, balancing leadership duties while delivering hands-on training to ensure a smooth transition from training to active service roles
- Implemented strategies that resulted in improvement in operational efficiency, in reduction in customer churn, and increase in team productivity
- Built and maintained strong client relationships, addressing concerns and resolving issues that led to timely problem solving.
- Reduced customer complaints by closely monitoring team performance and providing regular feedback.
Production Supervisor
Trinity Marine Industries
06.2003 - 01.2009
- Supervised production operations, ensuring efficiency, quality, and safety standards were consistently met
- Coordinated team schedules and resources to meet tight deadlines and quality benchmarks
- Led process improvements that resulted in a 15% increase in productivity while maintaining high safety standards
- Trained new staff, reducing onboarding time and improving team integration and performance
Education
Bachelor Engineering - Software Design And Networks Engineering
Universidad Del Valle De México
Guadalajara, Jalisco, Mexico 05.2001 - Current
Skills
Leadership & Team Management
Certification
Lean Six Sigma White Belt
References
Available upon request.
Timeline
Service Delivery Supervisor
TTEC Solutions CX
03.2010 - Current
Production Supervisor
Trinity Marine Industries
06.2003 - 01.2009
Bachelor Engineering - Software Design And Networks Engineering
Universidad Del Valle De México
05.2001 - Current
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