Rocio Anayelli Cayetano Vera
Naucalpan
Summary
Dynamic Operations Supervisor with a proven track record at Foundever, enhancing team productivity and achieving sales goals through effective communication and staff supervision. Skilled in operations management and problem-solving, adept at driving performance and adapting to changing environments. Successfully coached teams to exceed targets, demonstrating a commitment to excellence and continuous improvement.
Overview
10
10
years of professional experience
Work History
Operations Supervisor
Foundever
Tlalnepantla, México, Mexico
09.2019 - 12.2024
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.
- Effectively coached team members to reach weekly and monthly sales goals.
- Collaborated with other departments to ensure seamless communication and smooth workflow across teams.
Customer Service Representative
Teleperformance
Guadalajara, Jalisco, Mexico
04.2015 - 09.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns..
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
Education
High School Diploma -
Clarke Central High School
Athens Georgia05-2010
Skills
- Operations management
- Performance monitoring
- Task delegation
- Staff supervision
- Sales strategy development
- Customer service
- Team management
- Effective communication
- Problem solving
- Adaptability
- KPI tracking
- Time Management
Languages
English
Bilingual or Proficient (C2)
Timeline
Operations Supervisor
Foundever
09.2019 - 12.2024
Customer Service Representative
Teleperformance
04.2015 - 09.2018
High School Diploma -
Clarke Central High School