I am an operations leader with more than 6 years of experience across customer service, technical support, and team leadership roles.
I have built my career around supervising teams, improving performance, and keeping operations running smoothly in fast-paced environments.
My background includes coaching agents, managing KPIs, supporting workforce planning, and driving process improvements that strengthen service quality and efficiency.
I am comfortable making decisions under pressure, resolving conflicts, and using data to identify opportunities for better results.
I also have experience stepping into expanded leadership responsibilities, including acting operations management duties, stakeholder communication, and cross-functional coordination.
I am currently studying Industrial Engineering and continue to develop my analytical and operational skills with a strong focus on continuous improvement and team development.
Lead a frontline service team, overseeing daily operations, performance, service quality, and client satisfaction. Manage coaching, workforce coverage, issue resolution, stakeholder communication, and data-driven performance improvements.
Led a customer service team, monitored quality and KPIs, delivered coaching, supported onboarding and training, resolved operational issues, and produced reports to improve performance and team engagement.
Worked as a voice agent for a fintech application, supported team members and team leaders, managed work tools, followed schedules, and served internally as a subject matter expert.
Handled appointment scheduling protocols for medical procedures, maintained work tools, worked under pressure, and followed strict schedules.
Provided training on electronic equipment and software, performed maintenance and repair of mobile and computing devices, managed resources, organized people, and supported customer service operations.
Implemented and advised on integrated management systems, supported compliance audits, trained workers, managed labor relations and resources, and provided customer service.
Team Leader Preparatory Academy, Leadership and Team Management
Preparatory training for team leader responsibilities.
Industrial Engineer, Industrial Engineering
Currently studying sixth semester; education was suspended for work reasons with plans to return.
Certification, Integrated Audits in Safety, Health, Environment and Quality (HSEQ) ISO 9001:2015, ISO 14001:2015, I
Certified as an internal auditor in integrated management systems.
Technical Diploma, Oil and Gas Production Technician
Training in inspection tools for oil and derivatives, industrial safety, teamwork, employee management, and advanced Excel and Word.
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