Microsoft Office 365 Suite
Edgar Flores
Executive Assistant / Front Line Manager
Ciudad De Guatemala
Summary
I am an experienced Front-Line Manager and Executive Assistant with over 10 years in BPO operations, specializing in customer care, billing, and finance. With four years in management, I have a proven track record of leading teams, managing escalations, and driving performance to exceed SLAs. My expertise includes billing reconciliations, financial projects, reporting, data analysis, and forecasting. Additionally, I provide high-level administrative support to leadership, ensuring smooth daily operations. I am dedicated to operational excellence, proactive problem-solving, and supporting business growth.
Overview
13
13
years of professional experience
1
1
Certification
2
2
Languages
Work History
Executive Assistant
Stafi
11.2024 - 05.2025
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Handled confidential and sensitive information with discretion and tact.
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Managed approximately 60 incoming calls, emails and faxes per day from customers.
Front Line Manager
HCL Technologies
12.2019 - 10.2024
- Led and supervised a team of 12 billing specialists in both remote and on-site environments.
- Promoted a culture of accountability among staff members through consistent performance management practices that emphasized continuous improvement and professional development.
- Contributed to long-term strategic planning endeavors by providing input on projections, resource allocation plans, and departmental growth opportunities.
- Conducted performance reviews for team members, identifying strengths, areas for improvement, and opportunities for growth within the company.
- Drove process improvements by analyzing key performance metrics regularly and adjusting strategies accordingly.
- Mentored new hires, providing guidance and resources to help them acclimate quickly to their roles.
- Streamlined production processes by identifying bottlenecks, reallocating resources when necessary, and implementing continuous improvement initiatives.
- Fostered a positive team culture that encouraged collaboration, innovation, and high-quality workmanship among all staff members. Assisted in organizing and overseeing assignments to drive operational excellence.
- Developed and implemented strategies to improve customer service.
Trainer
HCL Technologies
04.2018 - 12.2019
- Conducted on-site new hire training sessions, managing groups of approximately 30 participants per wave.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborated with subject matter experts to create accurate training content.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
Billing Specialist
HCL Technologies
05.2017 - 04.2018
- Managed a billing portfolio of approximately 10,000 printing devices, ensuring accurate invoicing and account maintenance.
- Researched and resolved billing discrepancies to enable accurate billing.
- Worked with multiple departments to check proper billing information.
- Strengthened client relationships through effective communication regarding billing issues and concerns.
- Maintained up-to-date knowledge of billing regulations and compliance requirements, ensuring adherence to legal standards.
- Contributed to improved financial reporting by reconciling discrepancies between invoiced amounts and actual payments received.
- Simplified complex billing procedures for clients by creating easy-to-understand documentation and training materials.
- Generated and submitted invoices based upon established accounts receivable schedules and terms.
Customer Care Supervisor
Pan American Communications
05.2013 - 02.2017
- Supervised a team of 15 call center agents while managing an average of 10 escalation calls daily.
- Introduced innovative strategies for streamlining workflows, reducing average handle time without sacrificing quality.
- Spearheaded continuous improvement initiatives aimed at enhancing overall customer experience.
- Enhanced customer satisfaction by resolving complex issues and providing exceptional service.
- Streamlined call center operations for increased efficiency and productivity.
- Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
- Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment.
Customer Care Representative
Pan American Communications
06.2012 - 02.2013
- Managed an average of 80 customer calls per day, ensuring efficient issue resolution and high service quality.
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Navigated multiple computer systems and applications to find information.
Education
Bachelors In Organizational Psychology - Psychology
Bachelors In Organizational Psychology
Universidad Panamericana 05.2001 - 12.2030
High School Diploma -
Colegio El Alamo
Guatemala City, Guatemala 01.2007 - 12.2009
Bachelor in Music Production - Music Business
Universidad Galileo
Guatemala 01.2010 -
Skills
Organizational support skills
Senior executive assistance
Email organization
Customer service expertise
Coaching individuals
Effective troubleshooting skills
Time management
Efficient document organization
Calendar management
Project management
Organizational strategy development
Team leadership
Software
Google Workspace
Adobe Acrobat
My Case
Clio
QuickBooks
Otterai
ChatGPT
Zoom
General AI Prompting
Certification
QwikSolver Certification (Lean Six Sigma)
Timeline
Executive Assistant
Stafi
11.2024 - 05.2025
Front Line Manager
HCL Technologies
12.2019 - 10.2024
QwikSolver Certification (Lean Six Sigma)
12-2018
Trainer
HCL Technologies
04.2018 - 12.2019
Billing Specialist
HCL Technologies
05.2017 - 04.2018
Customer Care Supervisor
Pan American Communications
05.2013 - 02.2017
Customer Care Representative
Pan American Communications
06.2012 - 02.2013
Bachelor in Music Production - Music Business
Universidad Galileo
01.2010 -
High School Diploma -
Colegio El Alamo
01.2007 - 12.2009
Bachelors In Organizational Psychology - Psychology
Bachelors In Organizational Psychology
05.2001 - 12.2030
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