Manager Customer Service

ANI TAVAREZ

**********@*****.***

829-***-**** Santo Domingo, D.R.

Operations Manager

Executive Summary

Dedicated and highly effective

operations manager with 3 years of

experience managing customer

success programs for Fortune 500

companies. Responsible for

organizational planning, staffing,

training, directing and managing

operations to meet business objectives.

Effectively managed 200+

representatives and 17 support staff

members in an office environment.

Successfully deployed and managed

chat and messaging campaigns with

outstanding delivery since inception.

Languages

English - Fluent

Spanish - Native

French - Beginner

Skills

MS Office

Customer

Support

Customer

Success

Leadership

Strategic

Planning

Delegating

Customer

Relationship

Management

Problem Solving

Staff Planning

Out of Office

Reading Personal Development

books/articles.

Traveling

WORK EXPERIENCE

06/2019 -

Present

OPERATIONS MANAGER

OutPLEX, Dominican Republic

- Recruit, select, train, assign, schedule, coach, counsel and discipline employees.

- Lead daily, weekly and/or quarterly business review calls to drive programalignment.

- Track and measure results and impacts of programs/projects.

- Communicate job expectations; planning, monitoring, appraising and reviewing job contributions.

- Plan and review compensation actions; enforcing policies and procedures.

- Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality and customer service standards; resolve problems; complete audits; identify trends.

- Maintain safe and healthy work environment by establishing, following and enforcing standards and procedures; complying with legal regulations. OPERATIONS MANAGER 06/2017 - 11/2019

TechNearshore, Dominican Republic

- Maintain office services by organizing office operations and procedures;preparing payroll; controlling correspondence; designing filing systems;reviewing and approving supply requisitions.

- Manage Cashflow and Quickbooks.

- Manage Accounts Payable and Accounts Receivables.

- Maintain office efficiency by planning and implementing office systems,layouts, and equipment procurement.

- Design and implement office policies by establishing standards andprocedures; measuring results against standards; making necessaryadjustments.

- Contribute to team effort by accomplishing related results as needed.

- Coordinating internal resources and vendors for the flawless execution of projects.

- Ensuring that all projects are delivered on-time, within scope and withinbudget. OPERATIONS 08/2018 - 06/2019

OutPLEX, Dominican Republic

- Talk with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, business initiatives and technologies. - Research, plan, organize and conduct training programs, seminars, and conferences for all CCC staff. - Handle strenuous customer deadlines and be flexible and available to interact with employees at all levels. - Review individual calls and provide appropriate coaching to ensure attainment of set goals, observe employee demeanor, technical accuracy and conformity to company policies. - Communicate and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions. - Identify and resolve problems in a timely manner; gather and analyze information skillfully develop alternative solutions. - Improve quality/performance results by setting performance management. - Keep equipment operational by following established procedures; reporting malfunctions. PAYROLL COORDINATOR 03/2018 - 06/2019

OutPLEX, Dominican Republic

- Review and import employee time cards into the payroll system via spreadsheets completed and approved by the Senior Accountant.

- Prepare and process hourly and salaried bi-weekly payrolls.

- Check figures for accuracy and necessary approvals.

- Review payroll documentation for accuracy through audit reports and make any necessary adjustments.

- Communicates with the Human Resources Department to ensure the integrity of the payroll data including data related to new hires, terminations, transfers and rate changes. Make updates as necessary.

- Process special payrolls including the annual bonus and year-end adjustment payrolls.

- Assist in special projects as assigned by management. OPERATIONS SUPERVISOR 09/2016 - 03/2017

OutPLEX, Dominican Republic

- Review individual calls/chats and provide appropriate coaching to ensure attainment of set goals, observe employee demeanor, technical accuracy and conformity to company policies.

- Communicate and follow up to ensure representatives are fully informedof all new information related to products, procedures, customer needs andcompany related issues, changes, or actions.

- Identify and resolve problems in a timely manner; gather and analyze information skillfully develop alternative solutions.

- Improve quality/performance results by setting performance management.

- Keep equipment operational by following established procedures; reporting malfunctions.

- Take chats as needed.

QUALITY ANALYST 03/2016 - 09/2016

OutPLEX, Dominican Republic

- Coaching agents on sales and customer service on chat.

- Evaluate the quality and performance of the sales agents.

- Run daily performance metrics.

EDUCATION

BACHELOR OF SCIENCE - BS, BUSINESS, MANAGEMENT AND ECONOMICS:CONCENTRATION FINANCE

State University of New York Empire State College

01/2018 - 04/2020

ASSOCIATE'S DEGREE, FINANCIAL ANALYSIS

Universidad APEC

01/2016 - 12/2018

CONFERENCES

05/2019 - Guest Speaker, LivePerson Conversational Commerce Conference, NY. Scan the QR code to view my online resume with more information about my career.

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