Martha Melissa Sanchez Rodriguez
Nogales, Sonora
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Operations Supervisor
Ultimate Strategic Solutions, S. DE R.L. DE C.V.
05.2021 - Current
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Motivated and trained employees to maximize team productivity.
- Managed internal operational standards and productivity targets.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Compiled training materials for new employees and tracked skill development.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Analyzed department metrics and performance and reported findings to management.
- Tracked company equipment, tools and technology to manage inventory.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Interceded between employees during arguments and diffused tense situations.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Managed over 200 customer calls per day with Service Level over 95%
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions
Team Leader
Ultimate Strategic Solutions, S. DE R.L. DE C.V.
12.2017 - 05.2021
- Monitor agents to provide daily direction to ensure calls are handled in efficient and knowledgeable manner.
- Ensure agents have developed skills and competencies to reach and maintain operational goals.
- Respond to escalated calls, chats or emails and resolving problems.
- Serves as traffic, floor and general administrator directing call flow and taking agents questions for call management.
- Take calls, chats or emails when needed it.
- Ensure all agents are logged in, monitor queue and track inbound calls.
- Monitors agents for quality and training purposes on overall policies and procedures to ensure high performance.
- Conduct team meetings to disseminate information, communicate USS initiatives and updates related to their role.
- Present on bi-weekly basis breakdown of previous week’s agent observation review.
- Performs all agents’ related duties during breaks, peak time and / or as needed.
- Demonstrates complete understanding of all computer applications.
- Reports all IT system problems immediately to Operations Supervisor or IT Support.
- Maintains professional customer service demeanor at all times.
- Documents agent complaints and reports all incidents to Operations Supervisor in timely fashion.
- Participates in development of program policies.
- Ensure compliance with agent performance evaluation.
- Performs other related duties as assigned.
- Started new process of chat system, handled more than 150 chats per day worked with team of 10 members and keeping service level above 90%
Education
Bachelor of Science in Psychology - Psychology
Universidad De Sonora
Nogales, Sonora12.2019
High School Diploma -
CETis #128
Nogales, Sonora06.2014
Skills
- Strategic Goals
- Project Planning
- Employee Development
- Individual and Team Goals
- Quality Improvement Strategy
- Accuracy and Efficiency in Documentation
- Complex Problem-Solving
Accomplishments
- Supervised team of 26 staff members.
- Collaborated with team of 6 in the development of Ramp-up and Ramp-down season.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
Diploma in Health and Safety at Work
Mexican Official Standard NOM-035-STPS-2018, Psychosocial risk factors at work-Identification, analysis and prevention.
Additional Information
Active listening.
Empathy.
Assertiveness.
Group management.
Capacity for self-learning.
Languages
English
Upper intermediate (B2)
Timeline
Operations Supervisor
Ultimate Strategic Solutions, S. DE R.L. DE C.V.
05.2021 - Current
Team Leader
Ultimate Strategic Solutions, S. DE R.L. DE C.V.
12.2017 - 05.2021
Bachelor of Science in Psychology - Psychology
Universidad De Sonora
High School Diploma -
CETis #128
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