Sujey Diaz López
Tijuana
Summary
Forward-thinking Operations Specialist bringing over 8 years of expertise in the call center industry, focused on sales and management positions. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems, and deliver innovative improvement strategies.
Reliable business professional with experience in project management, process improvement, and financial analysis. Proven track record of successfully streamlining business operations and optimization of pipelines. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
I consider myself to bring strong problem-solving skills and a proactive approach to new tasks. Known for adaptability, creativity, and a results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Virtual Assistant
Dedicated People
09.2024 - Current
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Facilitated smooth operations with proficient data entry and document management for various projects.
- Maintained a well-organized database system for improved information accessibility in daily operations.
- Ensured client deliverables were met on time by closely monitoring deadlines and coordinating task completion across teams.
Senior Sales Supervisor
One Star
02.2024 - 08.2024
- Mentored junior staff members, helping them grow professionally and contribute positively to the overall team dynamic.
- Developed incentive programs to motivate sales team members, resulting in increased productivity and revenue generation.
- Conducted regular performance evaluations for direct reports, providing constructive feedback to support professional growth.
- Increased sales revenue by implementing effective direct sales strategies and conducting regular team training sessions.
- Optimized sales processes by identifying bottlenecks and streamlining operations, ultimately increasing productivity.
- Developed and implemented sales strategies to increase revenue.
- Managed a team of direct sales representatives, ensuring consistent achievement of individual and team goals.
- Scheduled sales appointments to discuss products and services and to close qualified leads.
- Increased conversion rate with targeted outreach strategies, including email campaigns and cold calling.
- Enhanced lead quality by conducting thorough pre-screening of prospects before forwarding to the sales team.
- Streamlined lead generation processes by utilizing CRM tools for efficient tracking and management of leads.
- Stayed up-to-date on best practices in lead generation strategies by participating in industry forums and engaging with thought leaders, continuously improving personal performance.
Junior Supervisor
GGA solutions
06.2021 - 11.2023
- Opened new campaigns hand by hand with clients
- Business reviews directly with client (weekly and quarterly)
- Schedule creation based on campaign hoop and client requirements
- Follow up and action plan creation on a operational level
- Handled +50 agents and team leads pay roll
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
- Enhanced operational efficiency by streamlining processes and implementing best practices in the workplace.
- Adapted quickly to changing business needs, ensuring the operations team was always prepared for any shifts in demand or industry trends.
- Developed and implemented training programs for new hires, improving overall team productivity and performance.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
- Conducted interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
Insurance Team Leader
GGA Solutions
01.2021 - 07.2021
- Manage large group of agents
- Expertise on agent follow up and commitment plans
- Strategy and action plan for agent development and improvement
- Root cause analysis on KPI's goals
- Metric (KPI's) accomplishment
- Facilitated regular team meetings to review progress, address concerns, and set goals for continued success.
- Monitored team productivity and provided regular progress reports to senior management, highlighting areas for improvement.
- Streamlined workflow processes through continuous analysis and improvement initiatives that reduced operational inefficiencies.
- Acted as a liaison between team members and upper management to facilitate communication and ensure alignment with company objectives.
- Oversaw performance evaluations for team members, setting clear expectations and providing constructive feedback that led to enhanced productivity levels.
Team Leader, Sales Operations
Teleperformance
08.2019 - 01.2021
- Streamlined sales processes to improve efficiency and productivity within the team.
- Reduced employee turnover by recognizing top performers and creating tailored development plans for outliers.
- Analyzed sales data to identify trends, opportunities, and potential risks in order to inform future strategy adjustments.
- Established effective communication channels within the team, ensuring timely updates on market trends and competitor activities.
- Exceeded sales targets by motivating team members and providing ongoing coaching.
- Conducted regular performance evaluations, identifying areas of improvement and adjusting training programs accordingly.
- Boosted team performance by implementing efficient sales strategies and techniques.
Quality Assurance Analyst
Teleperformance
04.2017 - 07.2019
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
Sales Representative
Teleperformance
12.2016 - 03.2017
- Type of product handled: Sales, reservations, customer service,
- Taking calls in English and Spanish
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Extensive experience in managing high volume calls (B2B)
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Education
Business Administration Technician -
Centro de bachillerato tec. agropecuario No.135
Misantla, Veracruz01.2015
Industrial engineer -
Tijuana, B.C.03.2025
Business management Engineer -
Instituto tecnológico superior de Misantla
Misantla, Ver.01.2016
Skills
- Excellent listening and understanding skills
- Positive attitude
- Attention to detail
- Ability to handle complex and escalated issues
- Strategic business/product vision
- Expertise in CRM equipment and system management
- Ability to work under stress
- Emotional Intelligence
- Time management control
- Proficient in Office 365
- Upselling strategies
- Team support and assistance
Certification
Lean si
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Virtual Assistant
Dedicated People
09.2024 - Current
Senior Sales Supervisor
One Star
02.2024 - 08.2024
Junior Supervisor
GGA solutions
06.2021 - 11.2023
Insurance Team Leader
GGA Solutions
01.2021 - 07.2021
Team Leader, Sales Operations
Teleperformance
08.2019 - 01.2021
Quality Assurance Analyst
Teleperformance
04.2017 - 07.2019
Sales Representative
Teleperformance
12.2016 - 03.2017
Industrial engineer -
Business management Engineer -
Instituto tecnológico superior de Misantla
Business Administration Technician -
Centro de bachillerato tec. agropecuario No.135
Similar Profiles
Allen Gonzalez GaliciaAllen Gonzalez Galicia
Customer Service Representative at Dedicated PeopleCustomer Service Representative at Dedicated People
Christopher MosleyChristopher Mosley
Truck Driver at CWS Dedicated ServiceTruck Driver at CWS Dedicated Service
GA'BREESHA BAKERGA'BREESHA BAKER
Shipping and Receiving Clerk at TA DedicatedShipping and Receiving Clerk at TA Dedicated