Dennise Quevedo
Guatemala City,Guatemala
Summary
Personable Service Manager driving process optimization and business profitability on continuous basis. Accomplished in leading by example and enabling employees to achieve personal and professional best. Understands, keeps abreast of and complies with client's requirements, regulations or contracture items that affect service operations. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Flexible hard worker ready to learn and contribute to team success. Goal-driven Service Manager offering over 6 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Learning Services Manager
TELUS International
Guatemala, Guatemala
08.2016 - 06.2023
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Created employee work schedules to keep shifts properly staffed.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Monitored employee performance through key metrics analysis.
- Motivated and supported employees to maintain low turnover.
- Improved customer satisfaction ratings by listening to calls and finding appropriate ways to improve our Learning department.
- Pitched in to complete various duties during peak periods or employee absences.
- Adhered to customer service standards to foster satisfaction and retention.
- Hired and trained service department staff to drive performance.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Created annual department budget, aligning with organization's financial and operational objectives.
- Collaborated with customers to offer solutions to service needs.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Produced thorough, accurate and timely reports of project activities.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Organized team activities to build engagement and foster pleasant workplace culture.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Recruited and trained new employees to meet job requirements.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Analyzed business performance data and forecasted business results for upper management.
- Proposed or approved modifications to project plans.
- Reviewed completed work to verify consistency, quality and conformance.
- Created and managed budgets for travel, training and team building activities.
- Trained and Lead teams from India and Philippines to achieve growth in those regions. (1000+ India and 500+ Philippines, 100+ El Salvador)
Operations Manager
24/7ai
Guatemala, Guatemala
10.2007 - 11.2010
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Managed scheduling, training and inventory control.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Built strong operational teams to meet process and production demands.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Addressed customer concerns with suitable solutions.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Developed initiatives for process improvement and reviewed and assessed ongoing operations.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Conducted employee observations and documented findings.
- Collaborated with team leaders on quality audits.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Planned delivery routing, team workflows and promotional initiatives.
- Anticipated and tracked operational and tactical risks to provide strategic solutions.
- Created corrective actions based on adverse KPI trends.
Education
Some College (No Degree) - International Relations And Affairs
Universidad Rafael Landivar
GuatemalaProject Management
ESI School of Management
Guatemala07.2022
High School Diploma -
Colegio Yulimay PC
Guatemala10.2003
Skills
- Revenue Generation
- Project Management
- Customer Service
- Business Development
- Time Management
- Employee Supervision
- New Employee Hiring
- Service Scheduling
- Flexible Schedule
- Policy and Procedure Enforcement
- Goal-Oriented
- Process Optimization
- Technical Support
- Expert in Google Workspace
- Technical Troubleshooting
- Positive Attitude
- Data Analytics
- Staff Motivation
- Upselling
- Staff Supervision
- Performance Evaluations
- Strategic Business Planning
- Interpersonal Relationships
- Process Implementation
- Conflict Resolution
- Analytical Thinking
- Trustworthy and Honest
- Customer Service Management
- Coaching and Mentorship
- Problem-Solving
- Schedule Management
- Project Planning
- Workflow Management
- Fluent in English and Spanish
Accomplishments
- Led the Training team to achieve great results and growth in different teams and different industries such as Websites Customer Services, The biggest Online Retail Company in the World, Texas Retail Energy Provider Company, the most-visited real estate website in the United States, an App Dieting Company and an American-British multinational cosmetics company.
- Created highly effective new program that significantly impacted efficiency and improved operations. This was key for our success and growth nationally and abroad. (2500+ Guatemala, 1000+ India, 500+ Philippines, 150+ in El Salvador)
- Developed relationships with new clients and existing clients by getting to know their needs and thoughts creating a solid partnership to achieve positive results and add value as no other competitor.
Certification
- English Teacher Certification, MINEDUC Guatemala, - 2011
- Google Apps For Work, TELUS International, - 2017
- Certified Trainer, TELUS International, - 2018
- Mentor and Coach for Excellence, TELUS International, - 2018
- Customer Relation Management, Udemy, - 2019
- Project Management, Udemy, - 2020
Timeline
Learning Services Manager
TELUS International
08.2016 - 06.2023
Operations Manager
24/7ai
10.2007 - 11.2010
Some College (No Degree) - International Relations And Affairs
Universidad Rafael Landivar
Project Management
ESI School of Management
High School Diploma -
Colegio Yulimay PC
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