Jose Andres Lopez Zelada
Guatemala City,GU
Summary
Dynamic IT professional with over 13 years of experience in BPO and Contact Center Management, adept at designing and implementing innovative processes that enhance operational efficiency. Demonstrated expertise in managing teams of 20+ individuals, driving performance metrics, and optimizing resource allocation to exceed organizational goals. A strong background in IT management complements a keen attention to detail and strategic planning skills, enabling the delivery of exceptional service and support. Committed to fostering collaborative environments and leveraging conflict resolution techniques to improve team dynamics and customer satisfaction. Ready to contribute to impactful IT solutions that drive success.
Experienced analyst prepared for this role with strong focus on data interpretation, financial modeling, and strategic planning. Known for collaboration and delivering results, adaptable to changing needs, and reliable. Skilled in data visualization, problem-solving, and stakeholder communication. Employers value analytical mindset, teamwork, and consistent performance.
Qualified for GCC coordinator with solid background in analysis and problem-solving. Proven track record of identifying inefficiencies and implementing solutions that improve operational performance. Demonstrated ability to leverage data analytics and strong communication skills to drive strategic initiatives.
Analytical professional prepared for this role with extensive experience in data analysis and interpretation. Known for delivering actionable insights and driving process improvements that align with business goals. Highly collaborative team player with focus on achieving results and adapting to changing needs. Skilled in statistical analysis, data visualization, and project management.
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow, and production by uncovering trends affecting business success.
Overview
16
16
years of professional experience
Work History
Solutions Design Analyst SDA
HCLTech
09.2019 - 09.2025
- Created and implemented innovative design processes to enhance efficiency.
- Led Project management for an account exceeding 140+ million, ensuring compliance with KPIs and SLAs.
- Managed teams, fostering skill development and improving performance metrics.
- Communicated directly with client to align services with expectations and requirements.
- Developed strategies for resource allocation and troubleshooting to optimize project outcomes.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
IT Manager
Atos
04.2018 - 09.2019
- Supported users with technology needs, ensuring prompt resolution of IT issues.
- Directed and managed IT department operations, enhancing team efficiency and service delivery.
- Controlled and allocated departmental budget, optimizing financial resources.
- Implemented and integrated new software solutions to improve system functionality.
- Developed IT strategies, aligning with organizational objectives to drive innovation.
- Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
Supervisor
Xerox
10.2016 - 02.2018
- Led a team of 15+ support agents in resolving user escalations, achieving a 95% customer satisfaction rate and reducing average resolution time by 30% through targeted training and process optimization.
- Designed and implemented a comprehensive training program for new and existing agents, resulting in a 40% improvement in first-call resolution rates and a 20% reduction in on-boarding time.
- Spearheaded a process improvement initiative that streamlined support workflows, cutting down operational costs by 25% and increasing agent productivity by 35% through the integration of advanced CRM tools and automation techniques.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Telus Csa
TELUS Business Solutions
08.2016 - 08.2016
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Built strong relationships with customers by consistently delivering outstanding service and follow-up support.
- Increased sales through effective product recommendations and upselling techniques.
- Assisted in inventory management, ensuring accurate stock levels and timely replenishment of merchandise.
- Balanced multiple priorities during peak times while maintaining composure under pressure situations.
- Provided amazing customer service by greeting customers, attending to orders and addressing specific requests.
Front line manager
GENPACT
11.2013 - 04.2015
Supervisor Operations
NCO Group
06.2009 - 11.2013
Education
Psychology
Universidad de San Carlos de Guatemala
01.2018
graphic designer
Universitat Autònoma de Barcelona
01.2007
Skills
- Attention to Detail
- Conflict Resolution
- Employee Management
- IT Escalation
- Key Systems
- Performance Metrics
- Skill Development
- Team Coaching
- Team Performance
- Troubleshooting
- Analytical thinking
- Time management
- MS Excel
- Team collaboration and leadership
- Attention to detail
- Microsoft office
- Documentation and reporting
- Project management
- Excel proficiency
LANGUAGES
English
SOCIAL PROFILES
LinkedIn: linkedin.com/in/jose-andres-lopez-zelada-515997aa
PERSONAL INFORMATION
- Address: ,
- Nationality:
- Driving License:
- Hobbies:
Timeline
Solutions Design Analyst SDA
HCLTech
09.2019 - 09.2025
IT Manager
Atos
04.2018 - 09.2019
Supervisor
Xerox
10.2016 - 02.2018
Telus Csa
TELUS Business Solutions
08.2016 - 08.2016
Front line manager
GENPACT
11.2013 - 04.2015
Supervisor Operations
NCO Group
06.2009 - 11.2013
graphic designer
Universitat Autònoma de Barcelona
Psychology
Universidad de San Carlos de Guatemala
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