Office (Excel, Word)
LUIS GONZALO DORAME FÉLIX
Operations Supervisor
Hermosillo,SON
Summary
Versatile and results-driven operations leader with proven experience in leading sales teams, customer service, and quality assurance within contact centers. Skilled in coaching, performance monitoring, and aligning teams with strategic goals to foster high-impact results and continuous improvement. Adept at matching talent with the right roles to optimize team output and elevate service standards. Recognized for streamlining operations, driving efficiency, and cultivating a strong culture of accountability and growth. Proactive, forward-thinking, and committed to delivering measurable business success through operational excellence and people-first leadership.
Overview
6
6
years of professional experience
16
16
years of post-secondary education
2
2
Languages
Work History
Operations Supervisor
Listentrust
03.2024 - Current
- Ensured full compliance with client-defined quality KPIs, maintaining performance above target levels.
- Delivered structured feedback sessions, team coaching, and continuous training to enhance agent development.
- Motivated and empowered team members through personalized support and performance tracking.
- Monitored individual metrics using QA evaluations and productivity reports, driving actionable improvements.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
Customer Service Representative
Listentrust
03.2024 - Current
- Handle incoming customer calls, providing clear product information and resolving inquiries.
- Professionally manage objections and sensitive situations.
- Promote positive customer experiences and satisfaction.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
MedVantx
09.2023 - 01.2024
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Assistant Contact Center Manager
Teleperformance
03.2023 - 06.2023
- Supervised team leads, ensuring alignment with key organizational KPIs and operational targets.
- Led quality assurance processes and implemented structured feedback cycles to enhance performance.
- Served as a point of contact for clients, resolving high-level and complex customer issues effectively.
- Provided administrative support, including accurate cash management and reporting duties.
- Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
Junior Supervisor
Teleperformance
12.2022 - 03.2023
- Daily monitoring of performance in sales and service campaigns.
- Conducted results-based coaching sessions.
- Implemented operational strategies tailored to the market.
- Managed budgets and resources effectively, optimizing resource allocation to maximize cost savings without compromising project quality.
- Assisted senior management in achieving departmental goals through effective delegation of tasks among junior staff members.
- Maintained accurate records of all relevant documentation, ensuring compliance with company policies and regulatory requirements.
Sales and Customer Service Supervisor
Teleperformance
04.2021 - 12.2022
- Performance evaluation based on sales and satisfaction metrics.
- Conflict management, training, and strategy design to meet goals.
- Promoted a positive work environment to exceed sales targets.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Manager
McDonald's
09.2019 - 04.2021
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Education
Business Administration -
Universidad Kino
01.2024 - Current
Partial studies -
Universidad De Sonora
01.2019 - 01.2021
Middle and High School - undefined
Instituto ICADES
01.2013 - 01.2019
Elementary School - undefined
Migdelina Gil Samaniego
01.2007 - 01.2013
Skills
Proven ability to lead and motivate high-performing teams in fast-paced environments
Strong communication skills, both verbal and written, for internal collaboration and client interaction
Skilled in conflict resolution and maintaining a positive team dynamic under pressure
Experienced in quality assurance, with a focus on data-driven performance metrics and compliance
Proficient in delivering targeted coaching sessions to individuals and groups
Highly adaptable and empathetic, with a people-first leadership approach
Results-oriented mindset with a consistent track record of exceeding KPIs
Expertise in customer relations and promoting exceptional service experiences
Competent in monitoring team performance and analyzing productivity reports
Effective staff supervision with a focus on engagement, accountability, and development
Deep understanding of QA standards and process improvement strategies
Analytical thinker with experience conducting root-cause analysis to drive operational solutions
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
CRM
ZenDesk
Salesforce
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridOn-SiteImportant To Me
Company CultureFlexible work hoursPersonal development programsTeam Building / Company RetreatsWork from home option401k matchCareer advancementHealthcare benefitsWork-life balanceLanguages
English
Advanced (C1)
Spanish
Advanced (C1)
Interests
Videogames
Lecture
Gym
Quote
"Believe in something, even if it means sacrificing everything."
Timeline
Operations Supervisor
Listentrust
03.2024 - Current
Customer Service Representative
Listentrust
03.2024 - Current
Business Administration -
Universidad Kino
01.2024 - Current
Customer Service Representative
MedVantx
09.2023 - 01.2024
Assistant Contact Center Manager
Teleperformance
03.2023 - 06.2023
Junior Supervisor
Teleperformance
12.2022 - 03.2023
Sales and Customer Service Supervisor
Teleperformance
04.2021 - 12.2022
Manager
McDonald's
09.2019 - 04.2021
Partial studies -
Universidad De Sonora
01.2019 - 01.2021
Middle and High School - undefined
Instituto ICADES
01.2013 - 01.2019
Elementary School - undefined
Migdelina Gil Samaniego
01.2007 - 01.2013