Maria Del Mar Angel

Experienced Director of Operations for Business Process Outsourcing (BPO) renowned for driving operational excellence and client satisfaction. With a proven background in managing end-to-end outsourcing operations across diverse industries, I specialize in strategic planning, process optimization, team leadership, and client relationship management. By streamlining workflows, fostering a culture of continuous improvement, and ensuring compliance with regulatory standards, I consistently exceed performance targets and deliver superior service quality. Passionate about driving growth and profitability, I leverage my expertise to elevate BPO operations and forge lasting partnerships with clients. Let's connect to discuss how I can bring value to your organization's BPO endeavors.

• Created customized reports for clients that provided valuable insights into their operations performance metrics.
• Established strategic partnerships with industry leaders to enhance company offerings and expand market reach.
• Identified areas of improvement in client operations, developing targeted action plans for continuous improvement efforts.
• Mentored junior team members, fostering a culture of knowledge sharing and professional development.

• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.

Management position in charge of developing and supervising operations supervisors, action plan creation and implementation, outlier management, support areas administration, PSP creation and follow up, data analysis and results oriented actioning

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.

• 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.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.