Fressia Diaz
Business Administrator
San Salvador
Summary
Accomplished Call Center Operations Manager with over a decade of experience in business management, operations, and call center administration. Track record of maximizing business resource utilization, driving operational efficiency, and increasing revenue through intensive analysis and careful planning. Experienced conducting training for process changes, overseeing their implementation, and managing cross-functional teams. Seeking the opportunity to apply skills in call center operations to improve business outcomes and customer experience.
Overview
17
17
years of professional experience
13
13
years of post-secondary education
2
2
Languages
Work History
Resource Development Manager
US Momentum Holdings
Montgomery, AL
01.2021 - Current
- Developed and executed strategic initiatives that improved operational efficiency, resulting in a 20% reduction in overhead costs and 15% increase in revenue growth.
- Expanded the remote workforce, growing the team from 3 to 37 remote employees in under 2 years, ensuring optimal performance levels through structured policies and activity tracking.
- Utilized data analytics to track key success metrics, leading to a 30% improvement in employee productivity and a 25% increase in customer retention rates.
- Led high-priority projects with tight deadlines, successfully delivering 100% of initiatives on time and within budget.
- Streamlined recruitment efforts, reducing hiring timelines by 40% and improving candidate quality through optimized job descriptions and selection processes.
- Created and maintained customer success plans, contributing to a 20% increase in customer satisfaction scores and enhancing long-term loyalty.
- Collaborated with other departments within the organization to ensure alignment between resource development strategies and overall organizational objectives.
Operations Manager
The Office Gurus
01.2018 - 01.2021
- Ensured 100% compliance with all contractual agreements within call center operations, reducing risk and improving service consistency.
- Oversaw administrative tasks and account management, ensuring timely updates and issue resolution.
- Analyzed staffing requirements, implementing action plans that reduced attrition by 20% and absenteeism by 15% within a year.
- Conducted regular process audits, identifying inefficiencies and implementing improvements that led to a 25% increase in operational efficiency.
- Led recruitment efforts, successfully hiring and onboarding over 60 employees annually, while optimizing training programs to reduce onboarding time by 30%.
- Provided senior management with detailed reports on operational performance, highlighting key trends that led to data-driven decisions and a 10% cost reduction.
- Developed and implemented strategies to maximize customer satisfaction.
- Facilitated smooth collaboration between departments through clear communication channels.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
Account Manager
The Office Gurus
01.2016 - 01.2018
- Analyzed business performance metrics and presented insights to leadership
- Led process improvement initiatives to ensure operational efficiency and compliance
- Maintained constant communication with teams to align goals and expectations
- Developed strategies to boost employee retention and foster a positive work environment
- Assisted in hiring, onboarding, and training new team members
Office Manager
Soluciones Paraiso S.A de C.V
01.2012 - 01.2016
- Managed office operations, including payroll, budgeting, and vendor relationships
- Supervised staff, developed policies, and enhanced team performance
- Led recruitment, training, and employee engagement initiatives
Team Supervisor
The Office Gurus
01.2010 - 01.2012
Customer Service Agent
Sykes
01.2008 - 01.2010
Education
BBA - Business Administration
Universidad Francisco Gavidia
San Salvador, El Salvador 02.2012 - 07.2025
Skills
- Call Center Operations Management
- KPI Monitoring
- Process Improvement
- Talent management
- Team leadership
- Customer Success
- Problem-solving
- Performance Management
- Strategic Planning
- Execution
- Revenue Growth
- Call Center Software Tools
- CRM Tools
- Microsoft Office Suite
- Interpersonal skills
Accomplishments
- Spearheaded process optimization initiatives that improved call center efficiency and customer satisfaction.
- Successfully managed a team through a large-scale software transition, ensuring seamless adoption.
- Designed and implemented strategic workforce management plans, reducing attrition and boosting productivity.
- Developed performance tracking methodologies to drive operational excellence and revenue growth.
- Led the ramp-up of the first Personal Injury Law Firm account in the call center, scaling the team from an initial 16 agents to 244 agents plus 19 leadership positions in less than four years. Successfully transformed the account into the most profitable within the company, significantly increasing billable capacity.
Technology And Software Proficiency
- Call Center Software such as RingCentral Dialer and 8x8
- Workforce & Data Management Tools
- CRM Experience working with Salesforce, HubSpot Sales Hub, and Zoho
- Microsoft Office Suite (Excel, PowerPoint, Word)
- Project Management Tools (Asana, Trello)
Timeline
Resource Development Manager
US Momentum Holdings
01.2021 - Current
Operations Manager
The Office Gurus
01.2018 - 01.2021
Account Manager
The Office Gurus
01.2016 - 01.2018
BBA - Business Administration
Universidad Francisco Gavidia
02.2012 - 07.2025
Office Manager
Soluciones Paraiso S.A de C.V
01.2012 - 01.2016
Team Supervisor
The Office Gurus
01.2010 - 01.2012
Customer Service Agent
Sykes
01.2008 - 01.2010
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