Karime Castellanos Hernandez
Summary
Dedicated and results-oriented professional with over 6 years of experience in BPO and Contact Center Operations and Quality. I am committed to delivering exceptional customer care by leveraging my expertise in operations, quality management, and creative problem-solving. Thriving under pressure, I possess excellent time management skills and a profound understanding of the customer service industry. I am eager to apply my skills and drive to proactively lead positive change in my next role.
Overview
8
8
years of professional experience
5
5
Certifications
Work History
Associate Manager
SpotOn
05.2024 - Current
- Mentored and supported a team of 40 analysts in the technical department, fostering a strong and collaborative workplace culture.
- Provided strategic leadership to the operations, ensuring optimal performance through KPI monitoring and alignment with organizational objectives.
- Analyzed merchant's feedback and operational data to drive continuous improvement, identify trends, and enhance customer experience strategies.
- Oversee business performance, ensure implementation of QA-recommended retraining strategies, lead team briefings, and keep the team aligned with policies, procedures, and objectives.
- Collaborate with cross-functional teams, including product, training, and QA departments, to improve processes and support the seamless implementation of tools for merchants.
Service Delivery Manager
The Functionary
01.2023 - 05.2024
- Business lines managed include Phone, Chat, and Email.
- Oversaw managed services and staff augmentation for health services, technical accounts, and customer support sectors.
- Facilitated the remote ramp-up process for new clients with teams based in Mexico, Colombia, El Salvador, and the Philippines.
- Developed, implemented, and monitored operational processes according to industry best practices and ensuring certified HIPAA compliance.
- Played a key role in devising strategies that significantly enhanced customer satisfaction.
- Implemented cost-optimization strategies throughout the service delivery process.
- Ensured the successful delivery of customer support service projects, consistently meeting customer expectations and SLA requirements.
- Led and managed teams ranging from 50 to 60 members.
Operations Manager
Boldr
08.2021 - 09.2022
- Business lines I managed: Chat and Email
Managed multiple clients. - Experience of ramp process remotely for new clients with team located in Mexico, Canada, Philippines and South Africa.
- Worked to maintain an open dialogue with clients in both positive and negative situations.
- Improved operational management systems, processes, and best practices that guaranteed organizational well-being.
- Specialized in team shaping, development, management, and motivation by providing regular and constructive feedback
- Managed teams of 50 to 60 people
CRMs: Zendesk, Freshdesk, Hubspot, Shopify, and Gorgias.
Contact Center Manager
Teleperformance
03.2017 - 07.2021
- Business lines I managed: Chat, Email and eCommerce.
- Developed strong and healthy relationship with clients.
- Followed up on the Client's requirements
In charged of operations financials. - Worked on innovation projects.
- Controlled and improved efficiency metrics.
- Conducted employee performance reviews.
- Developed strategies for better workplace efficiency and goal achievement.
- Managed teams of 100 to 120 people.
Education
Physical Therapy
Universidad De Durango
01-2016
High School Diploma -
McAllen High School
05.2001 -
Skills
- Leadership
- Problem Solving
- Effective Time Management
- Team Player
Certification
Customer Service Certification Level II (CCSP), 01/01/19
Timeline
Associate Manager
SpotOn
05.2024 - Current
Service Delivery Manager
The Functionary
01.2023 - 05.2024
Operations Manager
Boldr
08.2021 - 09.2022
Contact Center Manager
Teleperformance
03.2017 - 07.2021
High School Diploma -
McAllen High School
05.2001 -
Physical Therapy
Universidad De Durango
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