Sofia Ruiz
Operations Team Leader
Querétaro City,QUE
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Coming together is a beginning; keeping together is progress, working together is success.- Henry Ford
Overview
9
9
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Team Leader Opi
Allianz Partners
Querétaro City, QUE
05.2022 - Current
- Developed strong & united team, via team building and collaborative activities. This has helped to create safe network for the agents, in which everyone can help their peers. There has been a notable increase in the personal and working development.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Led team of 18 Agents while providing exceptional customer service and Quality.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Carried out weekly evaluations regarding the Quality & proper use of the procedures and guidelines.
- In the last 6 months, average Quality score of agents has been 98.5, that is 1.7 point higher than before.
- Created humanized work environment in which every individual has something to teach and have the same value as everyone.
Rescue Agent RSA-2dary Tow-Gerber
Allianz
11.2021 - 05.2022
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Used coordination and planning skills to achieve results according to schedule.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Met customer call guidelines for service levels, handle time and productivity.
Human Resources Manager
Octavio O´Farrill
07.2017 - 10.2018
- Devised hiring and recruitment policies for 170-employee company.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for 80 new employees.
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
- Collaborated with senior management and performed benefits analysis, corrective action planning and big-picture data capturing.
- Leveraged cost-effective digital systems to manage payroll and benefit programs.
- Maintained company compliance with local, state and federal laws, in addition to established organizational standards.
- Maintained current knowledge of industry regulations and legislation to amend policies as needed and promote compliance.
- Discovered
Marketing Manager
Bert O. Pistor
07.2014 - 05.2017
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Capitalized on industry and marketplace trends to strategize marketing solutions and enhance business operations.
- Assessed marketing copy, art comps and final designs and compared with established specifications.
- Implemented creative partnership building, event sponsorship, activation platforms and consumer experience design.
- Planned and coordinated logistics and shipment of materials for attendees of trade shows.
- Successfully project managed numerous multi-lingual direct mail and email campaigns simultaneously.
- Maintained complete database of files, contacts and project materials.
Education
Artificial Intelligence
Tecnológico De Monterrey
01.2021 - 01.2022
- Lic.Diseño Gráfico Y Comunicación Visual
Universidad Marista
Queretaro 01.2010 - 06.2014
Skills
Strategic planning
Multitasking abilities
Effective workflow management
Conflict Resolution
Communication and delegation
Creation of personal development plans
Interpersonal Skills
Empathy & Emotional Intelligence
Timeline
Team Leader Opi
Allianz Partners
05.2022 - Current
Rescue Agent RSA-2dary Tow-Gerber
Allianz
11.2021 - 05.2022
Artificial Intelligence
Tecnológico De Monterrey
01.2021 - 01.2022
Human Resources Manager
Octavio O´Farrill
07.2017 - 10.2018
Marketing Manager
Bert O. Pistor
07.2014 - 05.2017
- Lic.Diseño Gráfico Y Comunicación Visual
Universidad Marista
01.2010 - 06.2014