REBECA REYNA
Senior Operations Supervisor
Guatemala City
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills, vast experience in high volume Accounts Receivable, Collections and Technical Support. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Senior Operations Supervisor
PayPal
01.2022 - Current
- Ensured compliance with industry regulations and safety standards through continuous monitoring and enforcement.
- Mentored junior staff members on best practices in operations management, contributing to their professional growth within the organization.
- Streamlined operations by implementing efficient processes and workflow improvements, resulting in increased productivity and reduced costs.
Escalation Remote Support Engineer
HCL
06.2019 - 11.2021
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
Operations Supervisor
ATENTO S.A.
10.2017 - 06.2019
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to team members.
Client Services Account Manager
HUNTER WARFIELD INC.
06.2015 - 02.2017
- Developed strong relationships with clients through consistent communication and proactive problemsolving.
- Streamlined account management processes for improved efficiency and client retention.
- Enhanced client satisfaction by addressing concerns promptly and providing tailored solutions.
OTC Process Developer / Team Leader
GENPACT
02.2011 - 05.2015
- Prioritized secure handling of sensitive customer information within processes, minimizing potential liability issues by proactively managing risk.
- Participated in continuous improvement initiatives, focusing on eliminating non-value-added activities and reducing variability in processes.
- Trained new employees on established processes, ensuring consistent performance across the team.
Customer Service and Sales Representative
24/7 Customer
01.2008 - 12.2010
Education
No Degree - Medicinal And Pharmaceutical Chemistry
Universidad San Carlos
05.2005 - 01.2007
High School Diploma -
Colegio Jose Cecilio Del Valle
05.2003 - 01.2004
Magisterio - Primaria
INSTITUTO MARIA AUXILIADORA
01.2001 - 01.2002
Basicos - undefined
INSTITUTO DE ESTUDIOS AVANZADOS DE OCCIDENTE
01.1995 - 01.2000
Skills
Regulatory compliance
Process improvement
Customer service
Team building
Client relationship management
Workflow optimization
Technical documentation
Mentorship development
Performance management
Communication skills
Accounts receivable software
Cash application
Timeline
Senior Operations Supervisor
PayPal
01.2022 - Current
Escalation Remote Support Engineer
HCL
06.2019 - 11.2021
Operations Supervisor
ATENTO S.A.
10.2017 - 06.2019
Client Services Account Manager
HUNTER WARFIELD INC.
06.2015 - 02.2017
OTC Process Developer / Team Leader
GENPACT
02.2011 - 05.2015
Customer Service and Sales Representative
24/7 Customer
01.2008 - 12.2010
No Degree - Medicinal And Pharmaceutical Chemistry
Universidad San Carlos
05.2005 - 01.2007
High School Diploma -
Colegio Jose Cecilio Del Valle
05.2003 - 01.2004
Magisterio - Primaria
INSTITUTO MARIA AUXILIADORA
01.2001 - 01.2002
Basicos - undefined
INSTITUTO DE ESTUDIOS AVANZADOS DE OCCIDENTE
01.1995 - 01.2000