Jennifer Cañas
San Salvador
Summary
Professional with strong background in operations management and leadership. Skilled in optimizing processes, enhancing productivity, and driving team collaboration to meet organizational goals. Adept at adapting to changing business needs and ensuring consistent performance. Reliable, results-focused, and proficient in strategic planning, problem-solving, and team development.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Operations Team Leader
WestJet Airlines
02.2023 - 11.2024
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Proactively identified potential risks or obstacles, developing contingency plans to minimize disruptions to operations.
- Improved team efficiency and productivity by restructuring workflow and managing assignments.
- Helped set and manage objectives for quality, productivity and compliance.
- Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
- Achieved superior service levels by closely monitoring performance metrics and addressing any issues promptly.
- Collaborated with other departments on cross-functional initiatives aimed at enhancing overall business performance.
- Analyzed data to identify areas for improvement, resulting in higher levels of customer satisfaction.
- Developed effective improvement plans in alignment with goals and specifications.
Floor Manager
Teleperformance
11.2020 - 02.2023
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
- Created and executed strategic plans aimed at increasing profitability while maintaining exceptional customer service standards.
- Oversaw daily operations, ensuring all tasks were completed efficiently and to high standard.
- Led team meetings to discuss performance metrics, fostering culture of continuous improvement and accountability.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Assisted in recruiting, hiring and training of team members.
Sales Operations Team Leader
Convergys, AT&T
05.2019 - 11.2020
- Provided constructive feedback to team members through regular evaluations, promoting professional development opportunities when needed.
- Increased overall team productivity with effective training programs and continuous performance monitoring.
- Monitored key performance indicators, identifying trends and opportunities for improvement in sales operations processes.
- Enhanced client relationships through regular follow-ups, ensuring high levels of satisfaction and loyalty.
- Fostered a collaborative work environment, encouraging open communication and teamwork among staff.
- Implemented data analysis tools for accurate forecasting, enabling informed decision-making and targeted action plans.
- Developed and implemented strategies to increase sales and improve customer service.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Built strong relationships with clients by following up on previous purchases and suggesting new products.
- Trained and coached sales team members on best practices for customer service and sales techniques.
- Communicated customer feedback and complaints to team members to promote proper resolution.
Customer Service Representative
Avianca Airlines
11.2018 - 05.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
High School Diploma -
Instituto Diosesano San Juan Evangelista
San Juan Opico, El Salvador11-2018
Skills
- Software knowledge
- Policy development
- Task delegation
- Data analysis
- Risk management
- Root-cause analysis
- KPI tracking
- Teamwork and collaboration
- Time management
- Problem-solving abilities
- Multitasking Abilities
- Team leadership
- Interpersonal skills
- Staff supervision
- Conflict resolution
- Analytical thinking
- Self motivation
- Task prioritization
- Team building
- Decision-making
- Adaptability and flexibility
- Effective communication
- Active listening
- Quality assurance
- Health and safety management
- Quality controls
- Operations management
- Performance monitoring
- Problem-solving
- Compliance requirements
- Team member training
- Safety practices
- Issue triaging
Certification
- Google Ads Certification Google 2024
- Display & Video 360 Certification Google 2024
- Google Analytics Certification Google 2024
- Fundamentals of digital marketing Google 2024
- Introduction to Large Language Models Google Cloud 2024
- Protect your business: Cibersecurity in the job Google 2024
- Personal Productivity Google 2024
- Introduction to Artificial Intelligence (AI) IBM 2024
- Responsible AI: Applying AI Principles with Google Cloud Google Cloud 2024
- CRM, Dados e o Futuro Centrado no Cliente Fundação Instituto de Administração 2024
Languages
Spanish
Native language
English
Proficient
C2
German
Beginner
A1
Portuguese
Beginner
A1
Timeline
Operations Team Leader
WestJet Airlines
02.2023 - 11.2024
Floor Manager
Teleperformance
11.2020 - 02.2023
Sales Operations Team Leader
Convergys, AT&T
05.2019 - 11.2020
Customer Service Representative
Avianca Airlines
11.2018 - 05.2019
- Google Ads Certification Google 2024
- Display & Video 360 Certification Google 2024
- Google Analytics Certification Google 2024
- Fundamentals of digital marketing Google 2024
- Introduction to Large Language Models Google Cloud 2024
- Protect your business: Cibersecurity in the job Google 2024
- Personal Productivity Google 2024
- Introduction to Artificial Intelligence (AI) IBM 2024
- Responsible AI: Applying AI Principles with Google Cloud Google Cloud 2024
- CRM, Dados e o Futuro Centrado no Cliente Fundação Instituto de Administração 2024
High School Diploma -
Instituto Diosesano San Juan Evangelista
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