Excel
Wilder Gonzalez
Operation Manager, Customer Experience & Sales
Managua,Nicaragua
Summary
Determined & goal - driven executive offering 19 years of expertise in sales & 11 years in the BPO industry . Skilled in account management, client relationship & cross functional communication . Comfortable working is a fast pace environment and adapting to new situations and challenges to best enhance the organizational brand. Eager to contribute to team success through hard work, attention to detail & excellent organizational skills. Passionate about employee engagement and team development.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Sr. Operations Manager
Concentrix
Managua, Nicaragua
05.2018 - 05.2022
- Created, managed, executed business plan and communicated company vision and objectives to motivate teams.
- Supported regulatory compliance by overseeing all audits to verify policy adherence that has helped reduce company penalties by 90% which increased client satisfaction VoC score from 8 obtained in 2020 to 9.0 in 2022.
- Interacted with client and business partners to build connections and nurture relationships.
- Worked in conjunction with functional areas in talent acquisition, hiring, onboarding and training process of candidates.
- Oversaw workforce and staffing planning to ensure SLAs are met.
- Promoted positive ESAT through day-to-day supervision and quarterly employee satisfaction review.
- Designed and assess employee recognition program periodically to drive productivity and improve morale.
- Provided leadership for continual management and employee training initiatives.
- Prepared documents for internal and external audits.
Operations Manager
Convergys
Managua, Nicaragua
05.2015 - 05.2018
- Directed day-to-day operations focused on attainment of key business metrics by managing team leaders and their direct reports.
- Conducted performance reviews each week, offering praise and recommendations for improvement.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings which helped improved accuracy of evaluations by 3%.
- Responded to events, including network outages and issues related to circuits, websites, vendors and telecoms.
- Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
- Implemented ticket tracking system and worked with WFM team to create customized system for improved tracking and logging of work issues which reduced SLA by 1 day.
- Inspected coaching effectiveness delivered & conducted trainings to enhance skills which helped improve effective rate by 4%.
Team Leader
Convergys
Managua, Nicaragua
11.2013 - 04.2015
- Maintained team compliance with company standards, safety practices and regulatory requirements.
- Contributed to interviewing process and made new hire recommendations.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Held Daily and weekly coaching sessions with associates for performance improvement and action planning.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Monitored daily and weekly key performance indicators to maintain on-track status.
Education
Postgraduate Degree - Marketing And Sales
UPOLI
Managua 05.2013 - 10.2013
Bachelor of Business Administration - Tourism And Hotel Management
Universidad De Ciencias Comerciales
Managua 01.1998 - 12.2002
Skills
- Client Relationship
Accomplishments
- Top Performer for CNX Q1 2022
- Top Account for CNX LATAM Q1 2022 in revenue, CVA & CSAT.
- Won 3 Director's Cup in a row in 2022.
- Won 3 Director's Cup in 2021.
- Ranked 2nd Place in 2021 amongst other vendors handling the same program worldwide
- Highest Rating in ESAT in 2021 for CNX Nicaragua. (80%)
- Reduced operational expenses in customer escalations by 60%by implementing a new process in advisors weekly training & weekly audits
- Won the account 2018 Ace Trip for improved performance for the site.
Software
Power Point
Word
- Google Sheets
- ASANA
- Trello
Certification
- Team Leader at Convergys
Timeline
Sr. Operations Manager
Concentrix
05.2018 - 05.2022
Operations Manager
Convergys
05.2015 - 05.2018
Team Leader
Convergys
11.2013 - 04.2015
Postgraduate Degree - Marketing And Sales
UPOLI
05.2013 - 10.2013
Bachelor of Business Administration - Tourism And Hotel Management
Universidad De Ciencias Comerciales
01.1998 - 12.2002
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