Fredy Alejandro Franco Funes
Operations Team Lead
Guatemala City
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
2025
2025
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
QA / Support Operator
Icon Solutions
11.2022 - 11.2024
- Coordinated with sales representatives to address pre-sales inquiries and provide prospective clients with accurate information about products or services offered.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Created user accounts and assigned permissions.
Team Lead
Nearsol - Peco
04.2021 - 08.2022
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
Team Lead
Telus International - BBVA
1 2020 - 10.2020
- The Operations Team Leader is responsible for managing customer service representatives
- Regularly monitors the performance of each team member and provides the necessary support and assistance in order for metrics to be obtained
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Team Lead
Telus International - Epic Games
05.2020 - 08.2020
- I was a part of Epic Games project from May through August of 2020
- My role as a Team Lead was to guide a group of employees to complete the project
- I was responsible for developing and implementing a timeline for my team to reach its end goal
- Based on our overall performance we all managed to keep the account here in Guatemala City
Customer Service Representative / Team Lead
Telus International - FSV
04.2015 - 12.2019
- A customer service representative supports customers by providing helpful information, answering questions, and responding to complaints
- They're the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features
Education
High School Diploma -
Belmont High School
Los Ángeles, California 01.2003 - 12.2006
Skills
Customer Service
Ability to Multitask
Communication Skills
Leadership and Teamwork
Creativity and Problem Solving
Highly Motivated
Good people skills
Call center experience
Training and coaching
Problem-solving aptitude
References
- Francis Ezequiel Martinez Aquino, Telus International, Operations Manager FSV, 5120-2328
- Roger Steve Kevin Juarez Moran, Telus International, Operations Manager Direct Energy, 5516-9022
- Juan Antonio Sandoval Funes, 4090-1151
- David Adrian Gomez Bustamente, 5339-5318
Timeline
QA / Support Operator
Icon Solutions
11.2022 - 11.2024
Team Lead
Nearsol - Peco
04.2021 - 08.2022
Team Lead
Telus International - Epic Games
05.2020 - 08.2020
Customer Service Representative / Team Lead
Telus International - FSV
04.2015 - 12.2019
High School Diploma -
Belmont High School
01.2003 - 12.2006
Team Lead
Telus International - BBVA
1 2020 - 10.2020
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