Karen Meerman

Managing all Safety Line of businesses that handle urgent and non urgent contacts that occur on the platform for LATAM region.

• Implemented process improvement strategies and plans to optimize procedures for higher efficiency and help company evolve and grow. Led to increase of productivity of 15%.
• Focused on maintaining and improving customer service; root cause analysis on DSAT that resulted with implementation of process changes to improve satisfaction.
• Drove operational efficiency through data-driven decision-making processes.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Achieved LOB goals by developing and executing strategic plans and performance metrics.
• Reduced operational costs through comprehensive process improvement initiatives and resource management in collaboration with direct stakeholders.
• Facilitated successful cross-functional collaborations for completion of key projects, fostering strong working relationships among team members.

In charge of entry level Technical support departments, managing over 150 new positions yearly and over 200 transitions to other support levels in the same period.

• Developed and implemented strategies to maximize customer satisfaction; successfully increased performance by applying six sigma projects and creating DMAICs.
• Developed strong relationships with vendors (high understanding of vendor management model), by having highly executive performance meetings on weekly basis.
• Successfully managed ramp of new LOB.
• Create and sustain work environment and culture that enables professional development and continuous learning; Successfully developed Senior TL who currently is Operations Manager.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.

First COPC certified operation in Central America and re-certified for three consecutive years.

• Measure and improve individual and team performance addressing performance constructively and within the applicable guidelines; resolving conflicts and issues.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Elaborate weekly reports of call statistics and customer satisfaction metrics and present the report directly to the client.
• Daily administration of the account, such as payroll processing, preparation of internal metric report and providing visibility of the operations to superiors.

Trainer for new technical support account and a customer service account.

• Developed customized training materials for various industries, ensuring relevance to the target audience.

Moderator for online game and in time in charge of different personnel tasks.

• Project coordination of the Quality Assurance for a point of sales solution for restaurants: personnel administration, daily tests on the different modules of the software, direct contact with clients and suppliers, reporting to General Manager, data analysis, problem solving.
• Finances: administration of bank accounts (payment of public services, payroll and providers), administrator of checking accounts and other documents necessary for accounting closure process.
• Management Assistant: Responsibility in general for the business in absence of the General Manager, making decisions and developing reports.