Karen Velasquez
Managua
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Oral and written communication skills paired with excellent time management and leadership abilities. Strong leader and problem-solver dedicated to streamlining operations and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Hardworking and passionate job seeker with strong organizational skills. Ready to help team achieve company goals.
Overview
11
11
years of professional experience
Work History
Senior Team Manager
Remitly
05.2022 - 04.2023
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Implemented training programs to maximise team member development and potential.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Facilitated effective communication between the abroad sites
- Worked in a multicultural environment
- Worked on efficiency strategies and system improvements
Team Manager
Remitly
05.2021 - 04.2022
- Coordinated team collaboration to share ideas and build best practices.
- Reduced waste and pursued revenue development strategies to keep department aligned with processes.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Worked on a motivational structure that boosted team engagement while working to achieve company's goals.
- Coached based on the GROW methodology and SMART action plans
- Administrative tasks: Reliability, Aux Usage and adherence, Vacation reports, Medical Subsidy.
Customer Behavior Investigator
Remitly
12.2020 - 05.2021
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Learned and adapted quickly to new technology and software applications.
- Evaluated onboarding, funding, and spending behaviors.
- Created and implemented rules to prevent fraud
Financial Service Escalations
Remitly
03.2020 - 11.2020
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Developed strong communication and organizational skills through working on group projects.
- Paid attention to detail while completing assignments.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Proven ability to learn quickly and adapt to new situations.
Financial Service Specialist
Remitly
11.2019 - 02.2020
- Analyzed and interpreted financial data to inform business decisions.
- Delivered guidance on financial regulations and requirements.
- Analyzed and approved ACH transactions.
- Supported onboarding process for new customers.
- Analyzed transaction data, investigate, and make decisions to process disputes through Visa rules
- Deep analysis on Reg E to provide internal and external guidance
Outband Dialer
OneLink Nicaragua
01.2018 - 10.2019
- Cultivated interpersonal skills by building positive relationships with others.
- Self-motivated, with a strong sense of personal responsibility.
- Resolved problems, improved operations and provided exceptional service.
- Paid attention to detail while completing assignments.
- Developed debt collecting tactics depending on debt.
Customer Service Representative
OneLink Nicaragua
01.2017 - 12.2018
- Implemented and developed customer service training processes.
- Trained new personnel regarding company operations, policies and services.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Acted as a Team Leader for new waves. Provided guidance and completed administrative tasks.
Customer Service Associate
Sitel S.A
03.2012 - 12.2016
- Delivered prompt service to prioritize customer needs.
- Provided training and support to new associates to help provide high-quality customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Associate of Science - Diploma in Labor Law And Labor Relations
CETAE
Managua08.2023
No Degree - Structure Query Language SQL
Universidad Nacional De Ingenieria UNI
Managua05.2021
Bachelor of Science - Business Administration
Universidad De Occidente
Granada11.2011
Bachelor of Science - Law
Universidad Centroamericana UCA
Managua08.2019
Skills
- Leadership
- Communication
- Workforce Management/Strategic Forecasting
- Team-Building Exercises
- Decision Making
- Big picture thinking
- Cultural Awareness
- Interpersonal Skills
- Stress Management
- Change Management
Timeline
Senior Team Manager
Remitly
05.2022 - 04.2023
Team Manager
Remitly
05.2021 - 04.2022
Customer Behavior Investigator
Remitly
12.2020 - 05.2021
Financial Service Escalations
Remitly
03.2020 - 11.2020
Financial Service Specialist
Remitly
11.2019 - 02.2020
Outband Dialer
OneLink Nicaragua
01.2018 - 10.2019
Customer Service Representative
OneLink Nicaragua
01.2017 - 12.2018
Customer Service Associate
Sitel S.A
03.2012 - 12.2016
Associate of Science - Diploma in Labor Law And Labor Relations
CETAE
No Degree - Structure Query Language SQL
Universidad Nacional De Ingenieria UNI
Bachelor of Science - Business Administration
Universidad De Occidente
Bachelor of Science - Law
Universidad Centroamericana UCA
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