Paloma Covarrubias
Operations Manager
Pachuca
Summary
Seasoned Operations Manager and talented leader with six years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Operations Manager
Nunnas
Mexico City
06.2024 - Current
- Recruited and onboarded over 15 Nurses, achieving a 25% increase in conversion.
- Negotiated custom agreements with English training platforms, reducing preparation timelines by 38%.
- Boosted partner study engagement, with 80% meeting a 6-hour weekly study goal, up from 40%.
- Launched different marketing campaigns that increased lead acquisition by 30%.
- Built and maintained dashboards to track progress, study hours, and partner engagement metrics.
Operations Manager
Tani Salud
Mexico City
08.2022 - 06.2024
- Managed partnerships with 30+ medical providers, expanding the network by 40%.
- Streamlined patient-provider connections, reducing response times by 20%.
- Designed and implemented funnel stages for the recruitment of doctors, optimizing the hiring process.
- Increased revenue per procedure: improved margins for circumcision surgeries from 15% to 40% and general surgeries from 15% to 25%.
- Fostered operational efficiencies and maintained strong partnerships with medical professionals in a competitive surgical marketplace.
Customer Service Manager
Porch Moving Group
Remote
01.2022 - 08.2022
- Led a dynamic service team of 23-51 employees (including 3-4 Team Leads) with seasonal fluctuations, achieving SLA compliance of 96% (up from 60%).
- Designed recruitment and training strategies to consistently exceed Fulfillment Rate and Answer Rate KPIs.
- Fostered a high-performance culture through targeted coaching, improving overall team efficiency by 25%.
- Streamlined reporting systems to enhance decision-making and operational oversight.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Increased team productivity by providing ongoing training and support to customer service representatives.
QA and Training Manager
Porch Moving Group
Remote
02.2021 - 01.2022
- Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Improved employee retention rates by creating engaging and interactive learning materials.
- Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.
- Managed new employee orientation training process for more than 50 employees each year.
Education
BBA - Industrial Engineering
Universidad TecMilenio
Mexico City 01.2022 - Current
High School Diploma -
Colegio De Bachilleres
Pachuca 01.2020 - 11.2020
Skills
Customer service
Operations management
Problem-solving
Performance monitoring
Process improvement
Team leadership
Data analysis
Operational efficiency
KPI tracking
Planning and implementation
Timeline
Operations Manager
Nunnas
06.2024 - Current
Operations Manager
Tani Salud
08.2022 - 06.2024
Customer Service Manager
Porch Moving Group
01.2022 - 08.2022
BBA - Industrial Engineering
Universidad TecMilenio
01.2022 - Current
QA and Training Manager
Porch Moving Group
02.2021 - 01.2022
High School Diploma -
Colegio De Bachilleres
01.2020 - 11.2020