Summary
Overview
Work History
Skills
Websites
Certification
Languages
Hobbies and Interests
Timeline
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Jennifer Cañas

Jennifer Cañas

San Salvador,CA

Summary

Dynamic and decisive leader with a strong background in operations and floor management. Demonstrated ability to effectively manage teams, resolve complex issues, and implement strategic solutions to drive operational excellence. Proven ability to create a positive and efficient work environment, ensuring optimal performance and customer satisfaction.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Operations Supervisor

Skycom BPO
01.2025 - Current
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
  • Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
  • Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
  • Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
  • Improved operational efficiency by streamlining processes and implementing time-saving strategies.
  • Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
  • Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
  • Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.

Operations Team Leader

TELUS Digital
02.2023 - 01.2025
  • For me it is an honor to be able to become a professional responsible for supervising and coordinating the activities of a specific team within an operational area of my organization
  • My role is crucial to ensure that tasks are completed on time, on budget and with the required quality with key responsibilities such as: recruiting, training and developing team members
  • Assign tasks and responsibilities
  • Evaluate individual and team performance
  • Resolve conflicts and motivate the team
  • Develop daily, weekly, and monthly work plans
  • Establish priorities and deadlines
  • Monitor the progress of projects
  • Adapt to unforeseen changes
  • Ensure that products or services meet established quality standards
  • Implement corrective measures when necessary
  • Maintain effective communication with team members, other departments, and management
  • Provide regular reports on progress and results
  • Identify opportunities to improve processes and efficiency
  • Implement new technologies and tools

Operations Manager

Teleperformance
11.2021 - 02.2023
  • As Operations Floor Manager, I had the honor of being responsible for overseeing and optimizing all internal processes of the organization, from production to distribution
  • My main goal was to ensure that operations are carried out efficiently and effectively, contributing to the achievement of the company's strategic objectives
  • Among my developed skills I can highlight the following: develop and implement short, medium and long-term operational plans
  • Establish clear goals and objectives for the department
  • Analyze market data and trends to identify opportunities for improvement
  • Optimize existing processes to increase efficiency and reduce costs
  • Implement new technologies and tools to improve productivity
  • Establish and monitor key performance indicators (KPIs)
  • Lead and motivate work teams
  • Delegate tasks and responsibilities
  • Evaluate employee performance and provide feedback
  • Manage budgets and allocate resources efficiently
  • Ensure the availability of the necessary resources to meet the objectives
  • Implement quality control systems to ensure that products or services meet established standards
  • Resolve quality issues in a timely manner

Operations Supervisor

Concentrix Limited Company
11.2019 - 11.2021
  • I had the honor of being able to be a key figure for the organization
  • My main role was to ensure that day-to-day operations are carried out efficiently, productively and in line with the company's objectives
  • It was really important to fulfill typical responsibilities such as planning and organization to develop and execute daily, weekly, and monthly operational plans, set clear goals and objectives for the team, optimize processes and procedures to improve efficiency
  • Hiring, training, and team development
  • Delegation of tasks and responsibilities
  • Team motivation and leadership, conflict resolution and performance management
  • Monitor and evaluate the quality of products or services, implement corrective measures to improve quality
  • Ensure compliance with quality norms and standards
  • Optimize the use of resources such as personnel, equipment and materials
  • Manage budgets and costs
  • Effectively communicate team goals and expectations
  • Maintain open and transparent communication with team members and other areas of the company
  • Submit reports on team performance to management

Customer Service Representative

avianca
11.2018 - 11.2019
  • I had the honor of being the first and often the only visible face of the company for many passengers
  • My role was crucial to ensure a pleasant and stress-free travel experience
  • Highlighting as main functions responding to passenger queries about reservations, flight changes, baggage policies, etc
  • Resolve problems and complaints efficiently and professionally
  • Provide information about destinations, connections, and additional services
  • Check-in, boarding, sales and incident management
  • I have successfully developed excellent communication, customer orientation, teamwork, stress management and flexibility skills

Skills

  • Google Tools
  • Microsoft Office
  • Talent development
  • Customer Support
  • Innovation Management
  • Customer Relationship Management (CRM)
  • Promoting Results
  • Strategic Reflection
  • Quality Management
  • Finance
  • Project Management
  • Data analysis
  • Team Leadership
  • Business Process Management
  • Strong Leadership
  • Strategic Vision
  • Problem-Solving Skills
  • Critical Thinking
  • Results-Oriented
  • Excellent Communication Skills
  • Flexibility and Adaptability
  • Focus on Continuous Improvement
  • Time Management Skills
  • Operations management
  • Performance monitoring
  • Task delegation
  • Staff supervision
  • Employee development
  • Customer relationship development
  • Project planning
  • Root-cause analysis

Certification

  • Business Administration
  • Introduction to Artificial Intelligence
  • Artificial Intelligence with Google Cloud
  • CRM, Data in a Customer-Centric Future
  • Introduction to Language Models
  • Designing Prompts in Vertex AI, Machine Learning in AI
  • Google Security Operations
  • TI PIXL | LXD 101
  • IT Americas Training & TIP Workday
  • IT | WFM Supervisor's Advanced Pulse
  • IT | Goal Setting and Achievement
  • Performance Indicators with Strategy in Action
  • Cybersecurity
  • Digital Marketing
  • Mastering Google AdWords Certificate – Udemy.

Languages

Spanish
English
Portuguese

Hobbies and Interests

  • Reading
  • Cooking
  • Traveling
  • Technology
  • Volunteering
  • Language Learning

Timeline

Operations Supervisor

Skycom BPO
01.2025 - Current

Operations Team Leader

TELUS Digital
02.2023 - 01.2025

Operations Manager

Teleperformance
11.2021 - 02.2023

Operations Supervisor

Concentrix Limited Company
11.2019 - 11.2021

Customer Service Representative

avianca
11.2018 - 11.2019

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Jennifer Cañas