Ana María Rodríguez
CS TEAM MANAGER
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 6 years of extensive professional, international and leadership experience in different industries as BPO, Biotech, communications and media. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
6
6
years of professional experience
2
2
Languages
Work History
CS TEAM MANAGER
Amazon
08.2024 - Current
- Lead a high-performing team delivering top-tier service in the U.S. market, meeting Amazon's rigorous standards.
- Optimize operations, enhance quality, and boost team performance through strategic coaching and innovation.
- Cut negative customer response surges, improving quality scores from 8.3 to 3.5-setting a new service benchmark.
- Track key performance metrics to ensure efficiency and excellence.
- Cultivate a results-driven culture by developing team skills and best practices
Project Manager
Oxford Business Group
01.2023 - 11.2023
- Closed high-value sales with C-level executives, driving significant revenue growth in competitive markets.
- Led a strategic initiative to attract international investment in Oman, securing key partnerships with top companies and brands.
- Managed end-to-end project execution, ensuring seamless coordination between teams, stakeholders, and clients.
- Delivered persuasive presentations to C-level stakeholders.
- Oxford Business Group (OBG) | Global Research & Consultancy
Customer Care Representative
Thermo Fisher Scientific
01.2020 - 11.2022
- Managed and grew client accounts in France, Spain, and Belgium, improving service and consistently exceeding KPIs.
- Led the South West team across Belgium, French, and Spanish markets, driving performance and strategic initiatives.
- Designed and delivered in-depth training on CRM systems, reporting tools, and process optimization for rapid team proficiency.
- Developed training materials and presentations to enhance team learning and effectiveness.
- Monitored learning curves and KPIs.
Education
Bachelor - International Business
UNAB
01.2020
MBA - Sales and Marketing Management
Rome Business School
01.2023
Skills
Marketing
Sales
SAP
CRM
Customer Service
Project Management
Presentation skills
AI project management
Team Management
Data analysis
Performance coaching
Operational excellence
Employee engagement
Team leadership
Problem-solving
Excellent communication
Employee coaching and mentoring
Timeline
CS TEAM MANAGER
Amazon
08.2024 - Current
Project Manager
Oxford Business Group
01.2023 - 11.2023
Customer Care Representative
Thermo Fisher Scientific
01.2020 - 11.2022
MBA - Sales and Marketing Management
Rome Business School
Bachelor - International Business
UNAB