Excel
Marco Antonio Olvera Molina
Business Administration
Cuernavaca
Summary
Accomplished Operations Manager with a proven track record at TTEC and Qualfon, enhancing operational efficiency and customer satisfaction. Leveraged analytical skills and problem-solving abilities to increase profit margins and streamline processes. Excelled in demonstrating keen attention to detail and a strong understanding of BPO metrics.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations Manager
Qualfon
08.2020 - 06.2025
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Led initiatives to track and optimize B2P (Bill to Pay), resulting in measurable improvements in team performance and operational output.
- Streamlined interdepartmental collaboration through clear and structured communication.
- Designed bonus structures to support strategy, improve performance, and retain talent.
Operations Manager
TTEC
01.2017 - 04.2020
Operations Supervisor
TTEC
07.2016 - 12.2016
- Lead, motivate, and supervise a team of customer service representatives or back-office staff to ensure they meet performance targets.
- Conduct regular performance evaluations, identify areas for improvement, and implement coaching or training to enhance productivity and quality.
- Track and monitor key performance indicators (KPIs).
Business Analytics Specialist
TTEC
01.2015 - 06.2016
- Generated reports detailing findings and recommendations.
- Conducted regular reviews of operations and identified areas for improvement.
- Maintained database systems to track and analyze operational data.
Quality Assurance Analyst
TTEC
05.2014 - 12.2014
- Quality Monitoring and Evaluation, review interactions, to ensure adherence to quality standards.
- Prepare detailed reports on quality performance metrics, identifying patterns and areas for improvement.
- Work closely with team leaders to provide targeted feedback and coaching for agents based on quality scores and evaluations.
CSR
TTEC
09.2013 - 03.2014
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
Education
BBA - Business Administration
TEC De Monterrey
Cuernavaca, Morelos, Mexico 05.2001 -
Skills
Analytical Skills
Problem-Solving Abilities
Understanding of BPO Metrics
Attention to Detail
Data analysis
KPI tracking
Customer service
Process improvement
Performance monitoring
Staff management
Software
CISCO
Avaya
UKG
Calabrio
Certification
Six Sigma - Green Belt
Timeline
Six Sigma - Green Belt
06-2021
Operations Manager
Qualfon
08.2020 - 06.2025
Operations Manager
TTEC
01.2017 - 04.2020
Operations Supervisor
TTEC
07.2016 - 12.2016
Business Analytics Specialist
TTEC
01.2015 - 06.2016
Quality Assurance Analyst
TTEC
05.2014 - 12.2014
CSR
TTEC
09.2013 - 03.2014
BBA - Business Administration
TEC De Monterrey
05.2001 -
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