I am a results-driven operations and customer service professional with more than a decade of experience in retail store management, quality assurance, telecommunications, and administrative support. I have led teams, monitored performance indicators, and maintained high standards of service delivery in fast-paced environments.
I bring extensive experience managing store operations, including opening and closing procedures, inventory control, cash reconciliation, supplier coordination, sales reporting, and customer complaint resolution. I am comfortable making decisions under pressure while protecting operational efficiency and profitability.
In my current quality control role, I monitor technical service operations, audit service-order documentation, verify compliance with quality standards, and close resolved technical cases. My background in telecommunications also strengthened my ability to diagnose service issues, manage escalations, and coordinate resolutions across internal teams.
I have developed strong customer retention and conflict-resolution capabilities through roles supporting billing disputes, contract renewals, repair requests, technical configurations, and at-risk customers. I focus on building trust, identifying practical solutions, and delivering a positive customer experience.
I am skilled in team leadership, KPI optimization, inventory auditing, financial controls, administrative processes, and Microsoft Office tools. As a native Spanish speaker with intermediate professional English, I can collaborate effectively with diverse teams and stakeholders.
Monitor and evaluate technical service operations to ensure compliance with established quality standards. Review and audit complete documentation for technical orders, including breakdowns and new installations.
Perform technical control checks, validate resolved cases, and officially close completed service orders. Support accurate documentation and consistent service quality across technical operations.
Managed daily store openings, closures, facility maintenance, and operational activities. Monitored key performance indicators to support profitability and store performance.
Supervised cash register processes, petty cash allocation, daily cash reconciliations, and cyclical inventory audits covering warehouse, spare parts, and motorcycle stock. Resolved complex customer complaints and coordinated with external suppliers.
Oversaw operations across multiple store locations, including daily opening and closing procedures, retail KPI monitoring, and sales performance reporting to corporate leadership.
Conducted selective inventory counts, coordinated replenishment from the central distribution center, and managed inter-store transfers to align stock with customer demand. Partnered with customer service and workshop teams on repair orders and product exchanges.
Provided administrative support to cooperative members, executive board councils, and general assembly activities. Coordinated logistics and supported organizational processes for leadership stakeholders.
Supervised inventories across warehouses in Matagalpa, Estelí, Jinotega, and Managua. Processed supplier payments, issued checks, managed petty cash budgets, and prepared commercial insurance policies.
Directed daily retail store operations, including staff coordination, operational controls, KPI monitoring, and inventory accuracy. Ensured the store met performance and service objectives.
Led customer retention and loyalty initiatives designed to reduce subscriber churn. Supported customers and teams in resolving service-related concerns while maintaining a positive store experience.
Held progressive customer service, retention, back-office, and supervisory responsibilities within a telecommunications customer service center. Managed store openings and closings, audited sales contracts, and assumed management duties when required.
Handled second-line escalation claims, technical issue diagnosis, billing disputes, contract renewals, device configurations, direct sales, repair coordination, and customer retention cases. Collaborated with internal departments to resolve complex issues and retain at-risk clients.
Bachelor of Science, Tourism and Hotel Administration
Bachelor of Science in Tourism and Hotel Administration completed in Managua, Nicaragua.
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