Microsoft Office
Sharon Kristell Galvan Lopez
Operations Manager
Cuautitlán Izcalli
Summary
Dynamic Operations Manager with a proven track record at Foundever, excelling in employee training and communication. Spearheaded initiatives that enhanced operational efficiency and elevated customer experience. Recognized for developing engagement strategies that improved team performance and achieved high-quality service levels, fostering a culture of collaboration and continuous improvement.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Operations Manager, Customer Experience
Foundever
07.2020 - Current
- Mentored team members in developing their skills and advancing their careers within the organization.
- Organized quarterly town hall meetings to foster open communication among employees about company updates.
- Established effective communication channels, fostering strong relationships between team members and departments.
- Introduced new technologies to optimize operational efficiency and improve overall customer experience.
- Inspection on Vendor request towards teams in Operations and evaluate.
- Forecasting.
- Achieving daily, weekly and monthly targets with each TL.
Call Center Supervisor
ATT
Mexico
07.2019 - 06.2020
- 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.
Call Center Representative
Telvista Call Center
Mexico
08.2018 - 06.2019
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Education
Bachelor On International Relationships - International Relationships
Escuela Superior De Comercio Y Administracion IPN
Mexico, México, Mexico 05.2001 -
Skills
Employee training
Client acquisition strategies
Development of engagement strategies
Data-driven decision making
Communication Skills
Team Work
Coordinating events and proyects
Software
Interests
Travel
Own a Business
Timeline
Operations Manager, Customer Experience
Foundever
07.2020 - Current
Call Center Supervisor
ATT
07.2019 - 06.2020
Call Center Representative
Telvista Call Center
08.2018 - 06.2019
Bachelor On International Relationships - International Relationships
Escuela Superior De Comercio Y Administracion IPN
05.2001 -
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