- Oversaw a team of 15-20 Microsoft Dynamics engineers, facilitating their onboarding and managing their performance to ensure seamless integration into production.- Collaborated extensively with internal teams, partners, and stakeholders, offering pivotal support for data-driven decision-making, aimed at enhancing operational efficiency and refining organizational structure and strategy.- Demonstrated assertiveness and adept negotiation skills in resolving escalated issues within the team, leveraging influence to achieve positive outcomes.- Conducted thorough system evaluations for engineers and proposed enhancements, resulting in heightened operational efficiency and improved performance management protocols.- Identified and implemented proactive measures to drive process and service improvements, optimizing team performance and aligning with organizational objectives.

- Spearheaded people management, performance optimization, and process improvement endeavors, yielding tangible enhancements in team productivity and efficiency.- Effectively steered and cultivated high-performing teams comprising 15-30 members, employing coaching, feedback, and training methodologies to instill a culture of continuous improvement and achieve exceptional outcomes.- Directed team member engagement initiatives aligned with organizational goals and vision, fostering a collaborative and supportive atmosphere conducive to maximizing employee satisfaction and retention.- Orchestrated change management strategies, swiftly addressing escalations, conducting thorough root cause analyses, and furnishing actionable recommendations to ensure seamless transitions and minimize disruption.- Enforced compliance with policies and procedures, maintaining team members' accountability for metrics, behaviors, and adherence to standards.- Managed concurrent projects across various stages, leveraging best practices in project management to drive process enhancements and realize strategic objectives.

- Ensured superior customer experience by auditing contacts for a team of 20-30 team members, identifying and addressing quality gaps to continuously improve customer satisfaction.- Optimized new hire training programs to incorporate QA methodologies, call flows, and structures, enhancing the quality and consistency of agent training and performance.

• Provide an exclusive customer experience to internal amazon employees. • Assisting internal customers through their employment and lifecycle with amazon, from candidate support and even after exiting the company by supporting them throughout their employment with amazon in all HR related questions. (Payroll, benefits, lifecycle, LOA) • Knowledge and expertise level in HR tools such as People Soft, My Time, Ticketing, Salesforce, ADP, 360, Visa pat.

• Customer Services and Sales professional trainer. New hire, Continuation and Conversion training. • Certified by AT&T to provide training in Mobility, U-Verse and DIRECTV products. • Marketing strategies. • Training material creation (Job Aids) • Measures success through different metrics to make sure all New Hire groups are ready to take calls. • Training planning. All planning related to new hire classes, reservation of training rooms, schedules. • Onboarding process.• Responsible for the performance for a nesting period of 1 month. • Meeting metrics and Key Performance Indicators (KPI’s). (4 nesting weeks) • Certified in Sykes San Salvador to be able to prepare and graduate new trainers for Sykes CR. • New hire talent selection and recruitment processes.

• Responsible for the performance and development of a group of 15-25 agents. • Execute administrative regular tasks, managing individuals, conducting monthly 1:1 meetings, delivering disciplinary actions. • Focused on contributing to the improvement of productivity for the sales and customer service • Responsible for my team’s metrics and aligning them to meet the account’s KPI’s, working on their strong areas, coaching, and finding areas of opportunities. • Generated and promoted development within the team members. • Great adaptability and ability to work under pressure, good time management, Self-motivation and conflict • Resolution/problem-solving Skills. • Ability to deal with ambiguity and use of high judgement

• Customer service solutions to AT&T Mobility customers in the United States. • Technical support advisor for AT&T Mobility customers in the United States.• Sales Agent for DIRECTV and AT&T Home Solutions • As floor support: Direct responsible for performance of a 20 people assigned team. (Coaching delivered by skill transfer sessions, shadowing and call monitoring)• Dedicated agent on a Lead role, walking the floor, rows, and providing assistance to a designated team.• In charge of customer escalations.