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
Operational Workforce Planning
Training & Development
Process Improvement
High-Quality Customer Interaction
Fluent Bilingual Communication
Experienced with Microsoft Office Suite
Workforce Management Software
Client Service Software
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