ISABEL VILLANUEVA
Resumen profesional
With over a decade of experience at the intersection of BPO and Technology, I specialize in scaling AI initiatives for global leaders including Nvidia, Oracle, Samsung, and Cisco. I bridge the gap between complex technical requirements and operational excellence.
My focus is on building and leading multidisciplinary teams that don't just meet KPIs—they redefine them. By implementing lean methodologies and continuous improvement frameworks, I have a proven track record of optimizing workflows to drive measurable gains in productivity and accuracy. Whether managing internal units or international crowdsourced teams, I ensure seamless alignment with project goals and uncompromising quality standards.
Datos destacados
11
11
years of professional experience
Experiencia
Project Manager
Telus
2025.05 - Actual
- Project management from conceptualization to completion, ensuring quality and deadlines.
- Coordination of multidisciplinary teams to achieve specific project objectives.
- Implementation of agile and traditional methodologies for effective project management.
- Conflict management within the project team, fostering a collaborative work environment.
- Monitoring and control of project risks, implementing corrective actions to mitigate impacts.
- Supervision of project objective achievement, adjusting strategies as needed.
- Negotiation with suppliers and stakeholders to secure resources and align expectations.
- Production of project progress reports and management of related documentation.
- Preparation, execution, and control of assigned projects in terms of time, scope, and quality.
- Control of the budget allocated to each project.
- Regular contact with clients and external stakeholders.
- Definition of goals to be achieved with each client and project.
- Coordination with other departments to provide comprehensive service.
- Identification of obstacles and decision-making for problem resolution
Project Coordinator
Telus International
Guatemala city
2022.06 - 2025.05
- Project Planning: Assist in creating project plans, timelines, and schedules, ensuring they align with project goals and objectives.
- Documentation and Reporting: Maintain project documentation, including meeting minutes, progress reports, and project updates. Generate regular status reports for stakeholders.
- Resource Coordination: Coordinate resources, including personnel, equipment, and materials required for project tasks. Ensure availability and allocation as per project needs.
- Communication Facilitation: Facilitate communication between team members, stakeholders, and different departments involved in the project. Serve as a point of contact for project-related inquiries.
- Task Tracking and Follow-up: Monitor project tasks, track progress against timelines, and follow up with team members to ensure timely completion of milestones.
- Risk and Issue Management: Identify and report project risks or issues. Assist in implementing risk mitigation strategies and resolutions for project-related problems.
- Quality Assurance: Support in ensuring project deliverables meet quality standards. Conduct quality checks and collaborate with teams to address any discrepancies.
- Meeting Coordination: Organize and schedule project meetings, prepare agendas, and ensure all necessary materials and resources are available for effective meetings.
- Stakeholder Management: Manage relationships with stakeholders, ensuring their needs and expectations are addressed, and maintain regular communication to manage expectations.
- Change Management: Assist in managing changes to project scope, schedule, and costs, documenting change requests and evaluating their impact on the project.
- Documentation of Lessons Learned: Gather insights and document lessons learned from completed projects to improve processes for future endeavors.
- Green Belt: Lean Six Sigma
- Leads improvement projects and/or serves as a team member as a part of more complex improvement projects lead by a Certified Black Belt.
- Project Management: Application of processes, methods, skills, knowledge and experience to achieve specific project objectives according to the project acceptance criteria within agreed parameters.
Quality assurance supervisor
Genpact
Guatemala city
2019.02 - 2023.06
- Audit quality control of raw data, internal processes and external processes.
- Ensure Quality Team is completing expected deliverables in a timely manner while meeting department standards to ensure accuracy.
- Assigned tasks to the project team members.
- Measures performance against process requirements, aligning improvement projects to close performance shortfalls.
- Be part of the daily scrum meetings.
- Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
- SOW creation of the different process and projects.
- Keep up to date with developments in QA Department. Provides timely feedback to improve performance and make sure motivations are high.
- Addresses performance as needed, provides coaching and feedback to direct reports.
- Reviewing and processing requests from operations.
- Identify dependency.
- Design, Develop and Deploy Test Cases.
- Create the QPA, (Quality and performance assessments). This is the file that we use to measure the Team performance.
- Weekly attends different meetings related to the projects.
- Support Sr. Managers / Project Managers with the team development.
Quality assurance
Genpact
Guatemala city
2017.03 - 2019.02
- Create quality measurements to track improvement in products.
- Execute quality improvement testing and activities.
- Develop quality assurance standards and company processes.
- Adhere to industry quality and safety standards.
- Ensure products meet customer expectations and demand.
- Create reports documenting errors and issues for fixing.
- Work closely with the development team to improve existing products.
- Maintain standards for reliability and performance of production.
Operation supervisor
Alorica
Guatemala city
2014.09 - 2017.03
- Accountable for functional, operational, and/or account management.
- Coming up with effective strategies to enhance the team performance health.
- Recruiting quality employees to provide high-quality customer support.
- Motivating and supervising employees.
- Evaluating the performance of your assigned employees, delivering positive and/or negative feedback, and addressing any shortcomings.
- Designing and implementing departmental policies, procedures, goals, and objectives.
- Evaluating and reporting on department metrics to upper management.
- Developing strategies to improve department metrics and performance.
- Improving the work environment and operations of your department and the organization.
Formación
Bachelor's Degree - International Relations
University of San Carlos of Guatemala
2012.01 - 2018.01
Bilingual secretary -
Guatemalan Commercial College
2005.01 - 2007.01
BACHELOR OF BUSINESS ADMINISTRATION -
School of Management
2023.01 -
MASTER OF PROJECT MANAGEMENT -
School of Management
2025.01 -
Enfatiza tus habilidades clave
- Excel
- Google Sheets
- Microsoft Project
- Visual Studio
- Hive
- Nice
- Project Management
- Mondaycom
- Hubspot
- Freshdesk
- Fine Studio
- AWS
- Google Drive
- Teams
- Google chat
- Canva
- Asana
- Miro
Idiomas
Spanish
Nativo
C2
English
Avanzado
C1
Personalizado
- Reading
- Volunteering
- Music
- Traveling
Cronología
Project Manager
Telus
2025.05 - Actual
MASTER OF PROJECT MANAGEMENT -
School of Management
2025.01 -
BACHELOR OF BUSINESS ADMINISTRATION -
School of Management
2023.01 -
Project Coordinator
Telus International
2022.06 - 2025.05
Quality assurance supervisor
Genpact
2019.02 - 2023.06
Quality assurance
Genpact
2017.03 - 2019.02
Operation supervisor
Alorica
2014.09 - 2017.03
Bachelor's Degree - International Relations
University of San Carlos of Guatemala
2012.01 - 2018.01
Bilingual secretary -
Guatemalan Commercial College
2005.01 - 2007.01