Summary
Overview
Work History
Education
Skills
Software
Interests
Timeline
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Sharon Kristell Galvan Lopez

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

Microsoft Office

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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Sharon Kristell Galvan Lopez Operations Manager