Operations Manager | Customer Experience | Data Analyst

I led the customer support and collections operation, coordinating the team to ensure continuity of service and compliance with operational objectives.

I monitored key performance indicators such as SLA, AHT, FCR, NPS, and CSAT, preparing periodic reports to identify opportunities for improvement and optimize team performance.

I also designed interactive dashboards in Power BI and Microsoft Excel, managed CRM platforms including HubSpot, Odoo, and Digybot, and implemented AI tools such as ChatGPT and Claude to automate administrative tasks and support operational processes.

I provided customer support via chat, email, and internal platforms, resolving technical and administrative queries with a solution-oriented approach.

I managed multiple requests simultaneously, prioritized cases based on urgency, and ensured compliance with service level agreements.

I logged and tracked issues using internal tools and CRM systems, collaborated with other areas to escalate complex cases, and maintained high standards of quality in service.

I coordinated the operational planning of services for different sectors, optimizing resource allocation and scheduling activities.

I supervised technical teams to ensure compliance with quality standards and established timelines.

I also prepared budgets, reports, and operational analyses to support management decision-making and improve service continuity.

I managed commercial relationships with B2B clients and continuously monitored business opportunities and projects.

I maintained the CRM pipeline, coordinated meetings between clients, suppliers, and internal teams, and analyzed business indicators to support planning and decision-making.

I contributed to long-term client relationships through close follow-up and personalized attention.

I supervised compliance with industrial safety and occupational health standards in different operational areas of the plant.

I managed operational documentation, compliance reports, and internal process monitoring, while supporting continuous improvement initiatives.

I implemented Occupational Health and Safety programs under ISO 45001 standards and applied Lean Six Sigma and 5S methodologies to optimize processes.