Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

MICHELLE SILVA

León
MICHELLE SILVA

Summary

Dynamic Operations Manager with over 15 years of experience leading multiple campaigns in call center environments. Expertise in collaborative leadership emphasizes talent development and significantly reduces turnover rates. Proven ability to analyze metrics, implement quality assurance processes, and coordinate seamlessly with cross-functional teams to enhance performance and drive strategic objectives. Committed to fostering a high-performance culture that aligns operational goals with organizational success.

Overview

9
years of professional experience
1
Certification

Work History

GGA Solutions
Puebla

OPERATIONS MANAGER
04.2025 - 09.2025

Job overview

  • Managed 10 campaigns simultaneously, trough collaborative goal setting ensuring consistent KPI achievement
  • Significantly boosted team stability by reducing monthly attrition to less than 5%, focusing on agent development and closed collaboration with the recruitment team to attract and select top-tier talent

Muñoz y Asociados
León

CONTACT CENTER COORDINATOR
12.2024 - 04.2025

Job overview

  • Manage the JAFRA US account, with 16 agents under my hierarch Help to develop new QA guidelines, standardize and document process and procedures, created and deliver various workshops to help the agents to manage irate customers and improved listening skills

Oportun
León

SENIOR SUPERVISOR
10.2019 - 05.2024

Job overview

  • Manage operational support for back-office activities and collections teams, be responsible for up to 6 supervisors and 70-100 staff members. Led audit processes to validate agent performance, resulting in an increase of data penetration rates from 65% to 100%
  • Decreased customer complaints from 25% to 5% or less. Compliance and remediation follow up end to end QA scorecard creation, KPI, follow up, coaching

TTEC
Guadalajara, Jalisco

SERVICE DELIVERY MANAGER
12.2016 - 05.2018

Job overview

  • Project launch leadership in Guadalajara, reduce attrition rates from nearly 120% to 10% through competitive analysis and strategy implementation, Reduce the learning curve for new hire agents from 3 months to 1 month, Implement and monitor sales, from developing a sales strategy, goals, follow up and setting trends. Managing up to 12 supervisors and 140 agents
  • Weekly results presentation, building positive and affective communication with the client

Education

UTL

TSU from COMERCIALIZACIÓN
08-2007

Skills

  • Operations Strategy & Oversight
  • Cross-Functional Team Leadership
  • Stakeholder & B2C Relationship Management
  • Operational Efficiency & Process Optimization
  • Strategic Planning & Implementation
  • Conflict Resolution & Employee Relations
  • Performance Management & Mentorship
  • Complex Problem Solving & Critical Thinking
  • Regulatory Compliance & Risk Mitigation
  • Resource & Schedule Management
  • Change Management
  • Problem-solving

Certification

CBS training and SME certification

Timeline

OPERATIONS MANAGER

GGA Solutions
04.2025 - 09.2025

CONTACT CENTER COORDINATOR

Muñoz y Asociados
12.2024 - 04.2025

SENIOR SUPERVISOR

Oportun
10.2019 - 05.2024

SERVICE DELIVERY MANAGER

TTEC
12.2016 - 05.2018

UTL

TSU from COMERCIALIZACIÓN
MICHELLE SILVA