Bilingual professional with 10+ years of solid management experience developed in several companies. Project management background, leading cross initiatives, coordinating large scale projects with global stakeholders and delivering business value and client satisfaction.
Managing Security Administration Operation (EY Technology, IAM Services, IAM & PKI Operations) for Americas Region.
Currently managing 11 local/remote Level 3 technicians based in Argentina, Canada and United States who provide identity access management support to EY employees and partners globally.
As a team manager, some of my tasks are:
o Provide coaching and guidance to team members
o Reporting directly to offsite manager in a daily basis.
o Risk assessment and action plan development for KPI's deviation
o Team management.
o Recruiting.
o Meetings held with Global partners and stakeholders in a monthly basis.
Google Ads Implementation team currently on assignment at Google Offices in Buenos Aires.
Leading, coaching and managing a high performance team within the Client Services composed by:
- 1 Team Lead
- 3 Quality Leads
- 12 Online Advertising Analysts, with complete ownership of the end-to-end process of launching Google Adwords Campaigns for the Latin American market.
Managing all aspects of project: brief, scope of work, risk, schedule, budget, forecast, quality assurance and communication (reporting to Google local and global stakeholders).
Executing operational activities including:
-Team Management
-Project Management
-Process creation, standardization and optimization (service improvement)
-Workload / Productivity distribution and Utilization modeling / optimization
-Coaching, feedbacks and Appraisal reviews
-Risk Analysis and Action Plans development
-Recruiting and Team planning
Operations Manager leading two teams: "Audit Adjustment" and "Sales" of Telecom Personal account.
Managed 6 phone operators of second line/level selling cellular equipments / chips and 12 back office analysts performing monetary audit adjustments made on cellphone lines belonging to Telecom Personal customers and preparing reports requested by the stakeholders.
-Interacted directly with the client (Telecom) suggesting improvement plans, proposals for commercial solutions, decission making, etc.
-Partnership with HR, training and Operations areas to assist in busines related matters.
- Leadership and team management skills
- Product trainer.
- Process planning and modifications (workflow creation)
- Coaching and feedback sessions provided in a daily basis with Quality Team
- Administrative tasks
- Performance / Productivity control and follow up
- Action plans develop to action the opportunities detected.
- Assisting the agents to reach their individual and team's goals.
My main role is as Supervisor managing a team of 50 bilingual / trilingual agents.
- Organize and direct the daily activities of the agents.
- Management, training and guidance for task execution.
- Control of productivity and quality of the team. Reporting.
- Management and direction of the daily activities of agents. Supervision and monitoring of the claims worked by each agent.
- Coaching and training. Source of information, answering questions to agents, assigning tasks, follow-ups and giving instructions when necessary. Assistance in monitoring and resolving customer complaints.
- Carry out performance measurement, monitoring and evaluation of all agents to improve efficiency through performance evaluations with subsequent feedback to each agent. Update of databases, organization of work activities, establish procedures.
- Ensure compliance with all policies of the organization and procedures, compliance with quality objectives ensuring excellent quality of service to our customers.
- Report performance in a daily basis
- Optimize response times and deadlines granted by the client.