Operations Manager
Operation Director, Foundever, La Aurora de Heredia | June 2013 – February 2024.Managed services for major clients within the company, overseeing ~350 collaborators and its corresponding hierarchy. Maximized the efficient use of company resources by leading fiscal responsibility, including monthly client invoicing, budgeting, and forecasting to exceed business objectives. Implemented strategic initiatives to optimize operational efficiency, resulting in improved service delivery and increased client retention.• Served as the primary point of contact for customer escalations, concerns, and inquiries for over 12 years, leveraging excellent people skills to manage conflicts successfully and ensure prompt, effective resolution.• Transformed business needs into actionable reports and dashboards, utilizing data analysis and key performance indicators to identify areas for improvement and enhance decision-making processes.• Directed daily operations to ensure seamless workflow, efficiency, and adherence to quality standards.• Developed and implemented strategies to optimize processes, reduce costs, and improve overall operational performance.• Lead a cross-functional team, providing clear direction, coaching, and support to achieve departmental goals.• Collaborated with key stakeholders, including executives, department heads, and front-line staff, to align operational objectives with overall business strategy, while also overseeing the account's fiscal performance and making decisions to ensure financial success.• Implemented and enforce best practices, policies, and procedures to enhance organizational efficiency and compliance.• Conducted regular performance reviews, identified operational needs, and implemented professional development programs for staff.
