Sheila Duran
Sr. Agile Project Manager
León
Summary
- Dynamic Operations Team Leader at Ergeon with a proven track record in efficiency optimization and quality assurance. Expert in project management and staff training, successfully enhancing team productivity and customer satisfaction. Recognized for streamlining workflows and fostering cross-functional collaboration, driving significant improvements in operational performance.
- Professional with strong background in operations management and leadership. Skilled in optimizing processes, enhancing productivity, and driving team collaboration to meet organizational goals. Adept at adapting to changing business needs and ensuring consistent performance. Reliable, results-focused, and proficient in strategic planning, problem-solving, and team development.
- Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Operations Team Leader
Ergeon
Remote Company
01.2025 - Current
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Implemented quality assurance measures that led to improved product consistency.
- Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
- Streamlined workflows for increased efficiency by identifying redundancies and implementing lean principles where appropriate.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Optimized team performance, providing clear guidance and setting achievable goals.
- Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
- Promoted a positive work environment by fostering open communication and encouraging teamwork among employees.
- Achieved superior service levels by closely monitoring performance metrics and addressing any issues promptly.
- Analyzed data to identify areas for improvement, resulting in higher levels of customer satisfaction.
- Developed strong relationships with cross-functional teams to improve communication and collaboration.
- Improved operational efficiency by streamlining processes and implementing more effective procedures.
- Evaluated customer needs and feedback to drive product and service improvements.
- Conducted regular reviews of operations and identified areas for improvement.
Senior Agile Project Manager
Ergeon
07.2024 - 12.2024
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
- Provided detailed project status updates to stakeholders and executive management.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
- Completed projects within tight deadlines, coordinating team efforts and prioritizing tasks effectively.
- Streamlined project initiation processes, enabling quicker transition from planning to execution.
- Enhanced team performance with targeted training programs, addressing skill gaps and promoting professional development.
- Led cross-functional teams to successful project completions, improving team cohesion and productivity with effective leadership strategies.
- Oversaw implementation of new project management software, facilitating more efficient workflow and better project tracking.
- Monitored project progress, identified risks and took corrective action as needed.
- Analyzed project performance data to identify areas of improvement.
Operations Associate Team Lead
Ergeon
06.2022 - 07.2023
- Oversaw daily operations, ensuring timely completion of tasks and adherence to company policies and procedures.
- Improved operational efficiency by implementing new processes and streamlining existing workflows.
- Maintained and prioritized to-do-list and followed up to complete tasks on-time.
- Resolved customer issues promptly and professionally, maintaining high satisfaction rates while minimizing escalations.
- Trained and mentored new team members, fostering a positive work environment and promoting professional growth.
- Collaborated with cross-functional teams to achieve project goals and meet deadlines.
- Leveraged technology to automate routine tasks, freeing up team members to focus on more strategic initiatives.
- Achieved significant improvements in process compliance by revising and implementing new operational guidelines.
- Optimized workspace layout for improved workflow and efficiency, leading to more productive work environment.
- Enhanced team productivity by leading weekly strategy meetings focused on operational improvements.
- Drafted common document templates to reduce time spent creating documents from scratch.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Assisted in recruitment to build team of top performers.
- Conducted regular reviews of operations and identified areas for improvement.
- Generated reports detailing findings and recommendations.
Senior Project Manager
Ergeon
01.2022 - 06.2022
- Maintained schedules to meet key milestones at every project phase.
- Adapted quickly to unexpected challenges or obstacles encountered during project execution, devising creative solutions without compromising objectives.
- Mentored junior project managers and team members to enhance their skills and career growth.
- Monitored project progress, identified risks and implemented corrective measures to acquire success.
- Presented regular status reports to executive leadership, providing insights into progress made toward achieving key milestones.
- Established effective communication channels with stakeholders to ensure transparency and alignment of expectations.
- Streamlined project management processes by implementing agile methodologies, resulting in improved efficiency and reduced costs.
- Partnered with project team members to identify and quickly address problems.
- Oversaw development and implementation of training programs for junior project managers, building pipeline of future leaders.
- Streamlined project delivery timelines by implementing agile methodologies, significantly enhancing team productivity and client satisfaction.
Project Manager
Ergeon
03.2021 - 01.2022
- Successfully managed 50+ projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Provided detailed project status updates to stakeholders and executive management.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Ensured projects aligned with strategic objectives, working closely with senior management to refine project goals.
- Improved client relationships, consistently meeting or exceeding project expectations and maintaining open lines of communication.
Junior Project Manager
Ergeon
02.2021 - 04.2021
- Improved team collaboration through clear communication and timely feedback on performance.
- Supported project managers in various aspects of project planning, execution, and closure activities.
- Provided excellent quality assurance to customers to promote best value possible for customer budget.
- Interacted with customers to identify preferences and specifications, fostering timeline and budget adherence.
Customer Retention Specialist
Porch
02.2019 - 11.2020
- Coordinated with sales teams to develop targeted promotions aimed at retaining high-value customers effectively.
- Adhered to appropriate legal scripting when required.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Contributed to company growth by upselling additional products and services during support interactions.
- Provided exceptional support for new customers, ensuring seamless onboarding experiences.
- Trained junior team members, boosting overall department performance and service quality levels.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Identified and resolved discrepancies and errors in customer accounts.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Collections Supervisor
Oportun
08.2015 - 11.2018
- Developed customized payment plans for clients experiencing financial difficulties to minimize losses.
- Established performance metrics to evaluate team success and identify areas for improvement.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Processed payments and applied to customer balances.
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Researched accounts and completed due diligence to resolve collection problems.
- Set up and updated customer accounts and CRM with interactions, payments and personal information.
- Improved team productivity through ongoing coaching, training, and performance evaluations.
- Managed escalated customer issues, providing resolutions that balanced both company interests and customer needs.
- Interviewed and assisted in selection of candidates for collections positions.
- Mentored junior staff members on best practices in debt collection techniques and procedures.
- Scheduled regular team meetings to review goals, analyze results data, discuss challenges faced during the collection process.
- Reviewed delinquent accounts daily, prioritizing efforts based on balance size and days past due status.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Ensured compliance with federal, state, and company regulations in all collection activities.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Trained new team members on scripts, company services, and collection strategies.
- Kept high average of performance evaluations.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
Education
Certificate - Manager Core Training L2
Ergeon
Remote Course 12.2024 - 01.2025
Certificate - Agile Scrum Master
Ergeon
Remote Course 04.2024 - 05.2024
Certificate - Project Management
Ergeon
Remote Course 06.2022 - 08.2022
Bachelor - Business Management
Universidad Virtual Del Estado De Guanajuato
León, Guanajuato, Mexico 05.2001 -
Certificate - Manager Core Training L1
Ergeon
Remote Course 05.2001 -
Skills
Accomplishments
- Collaborated with team of 10 in the development of the Company Roadmap.
- Supervised team of 10 staff members.
- Resolved product issue through consumer testing.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementCompany CulturePersonal development programsWork from home optionTeam Building / Company Retreats4-day work weekLanguages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
Operations Team Leader
Ergeon
01.2025 - Current
Certificate - Manager Core Training L2
Ergeon
12.2024 - 01.2025
Senior Agile Project Manager
Ergeon
07.2024 - 12.2024
Certificate - Agile Scrum Master
Ergeon
04.2024 - 05.2024
Operations Associate Team Lead
Ergeon
06.2022 - 07.2023
Certificate - Project Management
Ergeon
06.2022 - 08.2022
Senior Project Manager
Ergeon
01.2022 - 06.2022
Project Manager
Ergeon
03.2021 - 01.2022
Junior Project Manager
Ergeon
02.2021 - 04.2021
Customer Retention Specialist
Porch
02.2019 - 11.2020
Collections Supervisor
Oportun
08.2015 - 11.2018
Bachelor - Business Management
Universidad Virtual Del Estado De Guanajuato
05.2001 -
Certificate - Manager Core Training L1
Ergeon
05.2001 -
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