Johan Galvan Email & Phone Number

Santo Domingo, Do

Bávaro, La Altagracia, Dominican Republic

As part of the strategies to define the new Contact Center Procedures i have to:• Overview an outsourced CC and make sure they peform under our KPIs and standards. • Reingeneer operations through system performance monitoring, KPI adjustment, and opportunity recognition and rectification.•SOP development: By providing structure and standardizing processes, this helped our team. •Forms and guidelines: Prepare some templates to enable the team work as efficiently as possible, as well as documents that will help standardize and be used by all supervisors.• Monitor and review operational reports (attendance, adherence,etc.) to support, encourage, assess, train, and coach Supervisors to make sure they can consistently reach our targets and follow the daily, weekly, and monthly instructions from operations. • Analyze data using performance management techniques to identify the most crucial opportunities for my team of supervisors to follow up on.• Manage all HR-related concerns for my program and assist with the hiring process.

Punta Cana, La Altagracia, Dominican Republic

• Use performance management approaches to analyze data and determine which opportunities are most important for my team of supervisors to pursue.• Handle all HR-related issues pertaining to my program and take part in the hiring procedure.• Assist, encourage, evaluate, train, and mentor Supervisors to ensure they can regularly meet our objectives and adhere to the daily, weekly, and monthly instructions from operations by monitoring and reviewing operational reports (attendance, adherence, scorecard, etc.).

As a Program Manager, my primary role is to oversee the operations, ensuring their efficiency while nurturing a positive environment where the specialists feel happy to come and be productive. Some of my tasks are:• Analyze data using techniques like performance management to identify the most crucial opportunities that my team of supervisors should pursue.• Get in touch with clients as needed to discuss and find solutions to project-specific issues, growth opportunities, and best practices.• Participate in client business evaluations once a week.• Work together with support depts. To ensure the campaign has a robust Workforce Planning strategy and a solid Training and Quality plan established.• Keep an eye on the business and assess its growth requirements.• Develop and send out invoices to clients.• Manage all HR-related concerns about my program and participate in their recruitment process.• Help, support, assess, develop, and coach Supervisors so they can consistently achieve our goals and follow the operations' monthly, weekly, and daily directives by controlling and examining operational reports (attendance, adherence, scorecard, etc.)Effectively manage operations by tracking system performance, identifying and fixing opportunities, creating and implementing action plans, leading process improvement, and guiding Supervisors and Quality Analysts towards operational success considering our Key Performance Indicators.

Santo Domingo, Distrito Nacional, Dominican Republic

• Reingeneer operations through opportunity identification and correction, KPI adjustment, and system performance monitoring.•SOP development: This benefited our team by standardizing procedures and offering structure. •By creating plans that will increase the operation's effectiveness and make it more accessible to all members, we can raise our conversion rate. •Forms and guidelines: Create a few templates to help the team function as effectively as possible. You should also prepare certain documents that will help standardize and be utilized by every supervisor.• Keep an eye on and monitor operational reports (adherence, attendance, etc.) to help, motivate, evaluate, and coach supervisors in order to ensure that they can consistently meet our goals and adhere to operations' daily, weekly, and monthly directives. • Use performance management tools to analyze data and determine which opportunities are most important for my supervisory team to follow up on.• Oversee all HR-related issues for my program and help with recruitment.

As a customer experience expert, my primary responsibility was ensuring passengers had a seamless, unbroken, and consistent experience at all contact points and throughout the journey.I monitored customer journeys, corresponded with customers across channels and platforms, and worked with all internal stakeholders to continually improve passengers' transition from arriving at the Jet to reaching their destination.

In charge of all the products exported to northern Europe. Ensure that all the containers have the proper documentation and Freight Forwarding permits to arrive and be received by our clients.

República Dominicana

Santo Domingo

Licenciatura, International Business, International Business Major

Lideres Cercanos

Excel Básico

Excel Intermedio

Excel Avanzado

Manejo Del Tiempo

Diplomado En Desarrollo De Habilidades Gerenciales 2.0

Técnicas De Supervisión

Diagnosis Of A Leader: Leadership & Communication

Desarrollo De Liderazgo Y Dirección De Personas