Luis C.

• Customer Service
• Sales
• Personnel Management
• Coaching and Development
• Project Management
• Problem Solving

OPERATIONS COORDINATOR- NICHEAIM | OCTOBER 2022 – PRESENT DAY
Activities and Accomplishments:

• Maintaining comprehensive project forms of communication between DevOps and clients, in accordance with the established SOP for project management artifacts, communication guidelines, and access to information.
• Ensuring that all projects are delivered on-time, within the scope with great quality and within budget.
• Monitor/Track project progress and set deadlines.
• Communicates with the team on progress, roadblocks, goals etc.
• Monitoring tasks, activity progress, and that tasks are properly assigned
• Ensure that all assigned tickets have an estimate of time spent on it.
• Ensure that all tickets in Project Tracker have the correct Tracker type.
• Ensure that all assigned tickets in Project Tracker have a Due Date in accordance with SOP.
• Ensure that all open tickets in Project Tracker have an Owner.
• Ensure that everyone is reporting their efforts accurately and on time
• Ensure that efforts are reviewed and approved by the Manager on a weekly basis.
  • Ensure that every developer is making daily commits to their work.
• Ensure that comments are properly documented.
• Ensure that all efforts are applied against a ticket or that it is properly documented in the comments of the efforts.
• Measuring performance and giving feedback to individual contributors, projects, and processes.
• Interpret dashboards and report for presenting to management.
• Promote and monitor adherence to Nicheaim Policies and Procedures.
  • Coordinate standup meetings.

SERVICE DELIVERY MANAGER- BOLDR | AUGUST 2021 – SEPTEMBER 2022
Activities and accomplishments:

• DAILY REMOTE OPERATIONS MANAGEMENT OF DIFFERENT
• CLIENTS/ACCOUNTS (+5 PROJECTS)
• DATA MANAGEMENT
• CUSTOMER SERVICE
• SALES
• DEVELOP TEAM CAPTAINS FROM MULTIPLE ACCOUNTS.
• OVERSEE AND COORDINATE WITH CLIENT SUCCESS MANAGER TO ACHIEVE CLIENT AND MULTIPLE STAKEHOLDERS SATISFACTION. CREATE AND APPLY DIFFERENT ACTION PLANS TO ENSURE IMPROVEMENT AND ACHIEVEMENT OF KPI’S.
• INNOVATE PROCESSES WITHIN MY ACCOUNTS, AS WELL AS
• RECOMMENDATIONS FOR IMPROVEMENTS IN THE OVERALL COMPANY’S PROCESSES.

OPERATIONS MANAGER-RESULTS-CX | JUNE 2017 – JUNE 2021
Activies and Accomplishments:

• DAILY CALL CENTER OPERATIONS MANAGEMENT.
• COACHING TO SUPERVISORS AND AGENTS.
• MULTIPLE PROJECTS OVERSIGHT, IDENTIFY AREAS OF OPPORTUNITY AND CREATE ACTION PLANS TO ADDRESS OPPORTUNITIES FOUND.
• DRIVE OPERATIONS BY KPI ACHIEVEMENT.
• RESPONSIBLE FOR MAINTAINING A HEALTHY STAFFING, PAYROLL MARGIN AND BILL TO PAY IN MY ACCOUNTS.
• CLIENT FACING MEETING AND STAKEHOLDER MEETINGS.
• DAILY REVENUE TRACKING.
• HAD DIRECT REPORT OF 7 SUPERVISORS AND INDIRECTLY MANAGED OVER 80 PEOPLE.

SUPERVISOR- RESULTS-CX | DECEMBER 2013 – JUNE 2017

• PROVIDED FEEDBACK TO AGENTS ON THEIR CALLS.EVALUATED CALLS FROM AGENTS AND PROVIDED FEEDBACK BASED ON THEM.
• COORDINATED A TEAM OF 15 PEOPLE.

• PROJECT MANAGEMENT FOUNDATIONS: REQUIREMENTS
• PROJECT MANAGEMENT FOUNDATIONS: BUDGETS
• PROJECT MANAGEMENT FOUNDATIONS: RISK
• HIGH-STAKES COMMUNICATIONS
• BUILDING TRUST
• CLIFTON STRENGHTS PROGRAM
• FIELDING QUESTIONS
• MEETING ETIQUETTE
• CLIENT COMMS: HOW TO RESPOND IN DIFFICULT
• CONVERSATIONS
• THOUGHT ORGANIZATION
• TIPS FOR BETTER BUSINESS WRITING
• PRIORITIZING EFFECTIVELY AS A LEADER

• UNIVERSIDAD DE SONORA
• BACHELOR OF CHEMICAL ENGINEERING PROMOTION OF 2013
• CONCLUDED. NO DEGREE ISSUED