Rosa Alicia Barranco Trujillo
Call Center Operations Manager
Cancún, Quintana Roo
Summary
Proven leader in operational excellence and team leadership, I significantly enhanced efficiency at Fiesta Americana Hotel Chain by automating processes and fostering a culture of continuous improvement. Expert in workforce planning and customer service, I improved first-call resolution rates and service levels, demonstrating a strong ability to solve problems and drive results.
Overview
14
14
years of professional experience
3
3
Languages
Work History
Call Center Ops. Manager
Fiesta Americana Hotel Chain
01.2014 - 06.2023
- Identified opportunities for process automation, leading to increased efficiency and reduced manual workload for staff members.
- Cultivated a positive work environment through open communication channels, encouraging collaboration, and fostering a culture of continuous improvement.
- Reduced equipment downtime by establishing preventive maintenance programs, improving overall system reliability.
- Managed daily operations, ensuring smooth workflow and optimal resource allocation across departments.
Call Center Supervisor
Travel Mexico
05.2009 - 06.2012
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Developed process controls and metrics for daily management of call center.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
Education
Bachelor of Science - Educational Psychology
Universidad De Guadalajara
Guadalajara, Jalisco, Mexico 05.2001 -
Skills
Workforce planning
Key performance indicators
Standard operating procedures
Logistics management
Operational excellence
Customer service
Problem-solving
Planning and implementation
Team leadership
Timeline
Call Center Ops. Manager
Fiesta Americana Hotel Chain
01.2014 - 06.2023
Call Center Supervisor
Travel Mexico
05.2009 - 06.2012
Bachelor of Science - Educational Psychology
Universidad De Guadalajara
05.2001 -
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