Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

Monica Maria Fuentes Barron

Project Coach
General Escobedo, Nuevo León

Summary

Project Coach at AFNI with a proven track record in enhancing team performance through targeted coaching and training. Skilled in leadership and organization, I successfully identified skill gaps, driving productivity improvements. My collaborative mindset fosters effective communication, ensuring alignment on operational goals and achieving key performance indicators.

Overview

14
14
years of professional experience

Work History

Project Coach

AFNI
02.2024 - Current
  • Boosted overall productivity by identifying areas for improvement in individual team members'' skills and knowledge, then addressing them through targeted coaching interventions.
  • Enhanced team performance by conducting regular training sessions on key project management methodologies, tools, and best practices.
  • Work closely with management peers to identify and share best practices, brainstorm solutions to issues, and align on operational goals.

Assistant Contact Center Manager

Teleperformance
Monterrey, Nuevo Leon
12.2020 - 09.2023
  • Designed and implemented strategic plans to consistently achieve and exceed sales targets and key performance indicators (KPIs).
  • Communicated and collaborated freely with other departments to maintain superior customer relations and consistently meet operational needs.
  • Facilitated employee training to keep all staff at optimal knowledge levels, close skill gaps and consistently meet service standards.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.

Supervisor

Teleperformance
Monterrey, Nuevo Leon
04.2019 - 12.2020
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Participated in planning meetings to evaluate barriers and provide recommendations for work planning.

Quality Analyst

Teleperformance
01.2019 - 04.2019
  • Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

Customer Service Representative

Teleperformance
01.2012 - 01.2019
  • 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.

Education

Psychology

Universidad Metropolitana De Monterrey
Monterrey, Nuevo León, Mexico
08-2017

Skills

Coaching techniques

Multi-tasking skills

Leadership skills

Organization skills

Collaborative mindset

Software

Microsoft Office

Timeline

Project Coach

AFNI
02.2024 - Current

Assistant Contact Center Manager

Teleperformance
12.2020 - 09.2023

Supervisor

Teleperformance
04.2019 - 12.2020

Quality Analyst

Teleperformance
01.2019 - 04.2019

Customer Service Representative

Teleperformance
01.2012 - 01.2019

Psychology

Universidad Metropolitana De Monterrey

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Monica Maria Fuentes BarronProject Coach