Daniel Prieto Rojas

As an Operations Manager, responsibilities include overseeing team performance, ensuring service levels are met, and driving process improvements through data analysis and reporting. The role involves supporting supervisors, setting operational objectives, managing resources, and conducting performance evaluations.

Additionally, the manager leads recruitment efforts, defines productivity and quality standards, contributes to budget planning, and fosters employee engagement. The position requires a strong focus on efficiency, client satisfaction, and team development—leading by example to ensure continuous growth and operational excellence.

Client Relations: Maintain strong relationships with clients to ensure their overall satisfaction, as well as maintaining established service level agreements.

Leadership: Foster a collaborative and positive work environment among the operations and support areas. Conduct performance evaluations and establish plans to encourage team work and continuous improvement.

Financial Reviews: Build budgets from scratch, ensure profitability margins are met, and collaborate with sales team on new deals and business opportunities.

Project Management: Lead and manage special projects that help improve operational efficiency or growth opportunities.

Operational Oversight: Develop and optimize processes to improve productivity and performance. Monitor key performance indicators and implement corrective actions as needed.

Financial Management: Oversee budgeting, forecasting, and financial reporting. Analyze financial results to drive cost-effective and profitable decisions.

Customer Relationship Management: Maintain strong relationships with key clients and stakeholders.

Compliance and Risk Management: Ensure compliance with all relevant company and client policies, conduct regular audits and assessments to identify potential risks and implement preventative actions.

Leading the service delivery team, managing conflict, and ensuring the team’s processes and tasks are carried out efficiently.

Client Relationship Management: Serve as the primary point of contact for clients regarding service delivery.

Quality Assurance: Monitor and assess the quality of services delivered to ensure they meet client requirements and company standards.

Ensure efficient and effective day-to-day operations, execute short, mid and long term planning strategies to avoid performance fluctuations as much as possible.

Coordinating Operations and support areas to exchange ideas and provide cross-team learning opportunities.

Inspiring and motivating employees to perform at their best through positive encouragement and recognition initiatives.

Strategies to maximize efficiencies and revenue opportunities.

Leadership and Coordination: Lead and manage a team of trainers and instructional designers. Coordinate with different department heads such as HR, IT, facilities to guarantee training logistics of each class.

Training Program Development: Update and improve training programs based on agent/client feedback, quality insights and changing operational needs.

Training Delivery: Facilitate training sessions, workshops, and seminars for employees at all levels. Utilize a variety of training methods, including in-person, virtual, and e-learning platforms.

Technology Integration: Implement and manage learning management systems (LMS) and other training technologies.

Prepare result reviews, perform audits, coaching, and feedback sessions.

Provide efficient actions to ensure achievement of all KPIS.

Sales speech and product experience
Technical support assistance for client local telecommunication services.