Salesforce
Victor Joseph Robles Gomez
Operations Team Leader (CX And KYC)
Mérida
Summary
Driven Operations Team Leader with a proven track record at Concentrix in enhancing workflow efficiency and team performance. Expert in quality assurance and process development, I led initiatives that significantly improved product consistency. Skilled in staff training and compliance, my leadership ensured optimal staffing levels and fostered a culture of excellence and accountability. Specialized in the Fintech Sector
Overview
2
2
years of professional experience
Work History
Operations Team Leader
Concentrix
06.2023 - Current
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
- Implemented quality assurance measures that led to improved product consistency.
- Streamlined workflows for increased efficiency by identifying redundancies and implementing lean principles where appropriate.
- Set schedules and oversaw daily workflow.
- Trained, coached and managed 10+-person team of CX and Fraud agents.
Legal Assistant
Social Justice Collaborative
07.2022 - 07.2023
- Prepared and drafted correspondence and legal forms to maintain smooth communications.
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Organized documents to manage paper and electronic filing systems of clients.
- Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
- Responded to client inquiries to provide accurate legal advice and offer assistance.
Education
Bachelor of Arts - Law (Pre-Law)
UNID
Merida, Yucatan12.2024
Skills
Staff Training
Quality Assurance
Efficiency improvement skills
Team Member Training
Process Development
Compliance requirements
Software
IWork
Excel
Intercom
Airtable
Jira
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Operations Team Leader
Concentrix
06.2023 - Current
Legal Assistant
Social Justice Collaborative
07.2022 - 07.2023
Bachelor of Arts - Law (Pre-Law)
UNID
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