Dina Jimenez
Accounter
Guatemala,San Jose Pinula
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
15
15
years of professional experience
9
9
years of post-secondary education
Work History
Call Center Operations Leader
Telus International,S.A.- Operations Team Leader
1 2021 - Current
- Lead and manage team of 14 call center agents in international environment, ensuring achievement of customer service goals and operational efficiency in [relevant languages]
- Implement strategies to improve quality of customer interactions, reducing wait times and increasing customer satisfaction
- Analyze key performance metrics and identify areas for improvement to optimize call center processes and procedures, using data analysis tools and methodologies
- Provide coaching and development to agents to enhance their skills and product knowledge, considering different cultures and market needs
- Manage team performance, providing constructive feedback and setting individual goals aligned with company's overall objectives.
Senior Analyst
Bank Gyt Continental,S.A.
01.2012 - 01.2021
- Monitored financial market performance and economic conditions at national and international level to identify risks and opportunities, using economic analysis tools and methodologies
- Supported strategic decision-making through data analysis in order to approved limit of credit card according to customer conditions.
Management Assistant
Vresa and Multisurtidos,S.A.
01.2010 - 01.2012
- Provided administrative and logistical support to management in multicultural environment, ensuring efficiency and fulfillment of assigned tasks
- Managed calendars, scheduled meetings, and coordinated international travel, considering different time zones and cultures
- Prepared presentations and supporting materials for meetings and events in English and Spanish, adapting content to target audience and culture
- Maintained updated records and files, ensuring confidentiality and compliance with document management regulations
- Performed other tasks as instructed by management, demonstrating flexibility and adaptability to new responsibilities.
Education
Bachelor of Science in Clinical Psychology - Fourth Semester
Mariano Galvez University of Guatemala
Guatemala City 01.2016 - Current
Skills
Highly organized and motivated professional with over 12 years of experience in progressively demanding roles, from Management Assistant to Call Center Operations Leader Possess strong analytical, communication, and leadership skills acquired through my experience in the financial and customer service sectors Additionally, I have a solid background in Clinical Psychology, which has allowed me to develop excellent interpersonal and problem-solving skills My experience has enabled me to collaborate with multicultural teams and adapt to international work environments
Coaching abilities
Visionary Thinking
Employee Motivation
Microsoft packages, Drive, AI (chat GPT 4 and Gemini)
Linkedin Profile
https://www.linkedin.com/in/marleny-jimenez-921638316/
Languages
Spanish
English
Additional Information
Personal References:
Meyina Cortez: (502) 55761190
Alejandra Garcia: (502) 50050596
Alvaro Daniel: (502) 30295643
Timeline
Bachelor of Science in Clinical Psychology - Fourth Semester
Mariano Galvez University of Guatemala
01.2016 - Current
Senior Analyst
Bank Gyt Continental,S.A.
01.2012 - 01.2021
Management Assistant
Vresa and Multisurtidos,S.A.
01.2010 - 01.2012
Call Center Operations Leader
Telus International,S.A.- Operations Team Leader
1 2021 - Current
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