Henry Sanchez
Operation Manager
Bogotá,DC
Summary
Seasoned operations management professional with 2 years of experience in customer experience. Hands-on leader adept at providing teams with training, guidance, support and motivation to succeed while ensuring adherence to safety regulations and corporate policies, procedures and standards.
Overview
5
5
years of post-secondary education
5
5
years of professional experience
Work History
Operation Manager
Teleperformance S.A
BOGOTA DC, BOGOTA DC
01.2019 - Current
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels.
- Advanced productivity KPIs by leading trainings on procedures and safety practices.
Team Lead
Teleperformance S.A
BOGOTA DC, BOGOTA DC
05.2018 - 01.2019
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Mentored newly hired employees on customer experience, follow up and developed training manual for all Customer Service Representatives to use for reference purposes.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
Customer Service Representative Agent
Teleperformance S.A
BOGOTA DC, BOGOTA DC
07.2016 - 05.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Regularly exceeded daily performance and product add-on quotas.
Sewing Machine Operator
Chaba SAS
BOGOTA DC , BOGOTA DC
07.2014 - 10.2015
- Operated sewing machines to join, reinforce or decorate products and performed hand stitching for smaller projects.
- Examined incoming materials and compared to documentation for accuracy and quality.
- Observed machine production to check operations and proactively adjust settings to maintain targets.
- Finalized products by attaching hardware, labels and tags and preparing shipments.
- Supported performance targets by maintaining clean and neat work areas.
Education
Universidad Catòlica De Colombia
Bogota DC 07.2016 - Current
Skills
Leadership
Business process improvement
Communication Skills
Strategic Planning
Timeline
Operation Manager
Teleperformance S.A
01.2019 - Current
Team Lead
Teleperformance S.A
05.2018 - 01.2019
Customer Service Representative Agent
Teleperformance S.A
07.2016 - 05.2017
Universidad Catòlica De Colombia
07.2016 - Current
Sewing Machine Operator
Chaba SAS
07.2014 - 10.2015