San Salvador, San Salvador, El Salvador
Tenured operations leader specializing in multi-disciplinary team management and values-based leadership. I bridge the gap between high-level strategy and daily execution, focusing on employee retention and client satisfaction to safeguard revenue, core competencies in software estimation and planning, backlog management, Kanban methodologies, and Jira Service Management, with a proven track record of resolving complex operational bottlenecks through a collaborative, win-win approach.
1. Core Competencies - Strategic Business-to-Tech Translation: Expert ability to interpret commercial and client needs, transforming them into precise technical specifications (Backlog) and vice versa. - Agile Methodology Management: Mastery of iteration-based workflows, backlog prioritization, and defining Acceptance Criteria to ensure high-quality deliverables. - Stakeholder Governance & Communication: Proven skill in managing external client expectations and reporting project health status to administrative and sales leadership. - Feasibility Analysis & Estimation: Proficiency in breaking down technical solutions into SDLC phases (Analysis, Dev, QA, Deploy) and assigning complexity levels. 2. Operational Expertise - Financial & Timeline Control: Active monitoring of burn rates (hours consumed vs. budget) with the ability to provide early warnings for deviations in fixed-timeline projects. - Executive Documentation: Drafting professional meeting summaries focused on agreements and actionable items to ensure commitment accountability. 3. Differentiated Service Management: - Support: Focused on SLA compliance and urgency management. - Projects: Focused on scope control, milestones, and deliverables. 4. Tech-Environment Soft Skills - Tone Adaptability: Versatility in communicating with developers (direct/technical), clients (value/security), and sales/admin (costs/deadlines). - Conflict Resolution: Acting as a strategic mediator to eliminate information bottlenecks between departments and teams.
In this role I help my team of DevOps engineers unblock stoppers, we help our teams by providing support to multiple projects, drafting quotes and assembling tailor-made cloud solutions for software applications to run on top of.
In this role I am responsible for: •Managing a team to achieve or exceed goals and key performance indicators by means of coaching and mentoring. •Ensuring that agents are informed and trained on product and system updates necessary to perform their tasks effectively. •Completing daily and weekly coaching sessions with the team. •Conducting business reviews and performance management activities to assist in the customer service agents continuous development. •Performing floor support duties as a subject matter expert on policy and procedural items and handling escalated calls when needed. •Assisting in queue management using the tools available to them and in coordination with Workforce Management. •Assisting with the preparation of business reports (which includes but is not limited to the agents KPI performance, scorecards, case analysis). •Attending internal and external calibration sessions and other client meetings. •Performing administrative and other similar tasks, as assigned. •Conducting team building activities and designing/supporting performance-based incentive programs in accordance with documented policies. •Ensuring that the agents conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time. •Scouting for agents that have a great potential to get promoted to other positions. Developing new leaders and analysts for the Company
Worked as a call center agent, my responsibilities included handling calls and inquiries via emails, maintaining knowledge bases and making suggestions to management as to where we can improve and simplify established procedures