Leticia Benítez Hidalgo
Operations Supervisor
San Salvador
Summary
Operations Leader and Process Improvement Specialist with 18+ years of experience transforming departments and optimizing workflows across background screening, medical services, and occupational health sectors. Expert in SOP design, data-driven solutions, and cross-functional leadership, with a track record of reducing costs, improving SLA compliance by 95%+, and scaling teams from 5 to 25+ employees. Enhanced analytical capabilities through postgraduate Data Science training, combining operational expertise with business intelligence tools to drive measurable organizational growth.
Overview
18
18
years of professional experience
4
4
Languages
Work History
Verifications and Medical Services Supervisor
Integrated Screening Partners
04.2017 - Current
- Leading dual operations by supervising 2 critical departments with teams of 10-25 professionals and dynamically reallocating resources to daily background screening volumes.
- Designed and implemented KPI tracking dashboards, reducing error rate from 8% to 4% through performance monitoring and workflow optimization.
- Developed and automated customized processes and SOPs aligned with specific client protocols, ensuring SLA compliance and operational flexibility.
- Restructured training programs, reducing onboarding time from 4 to 2 months and improving employee engagement and integration.
- Created analytics systems and data visualizations for departments lacking visibility, enabling productivity tracking and resource planning.
Process Implementation Consultant
The Doctor's BPO
08.2015 - 12.2016
- Transformed dental operations by introducing automated workflows and standardized procedures, improving both staff and patient satisfaction.
- Established communication protocolsbetween call centers and clinics, reducing errors and enhancing service delivery.
- Led operational transition and trained 5 employees in new procedures, achieving implementation with zero service interruptions.
Verification Supervisor
Integrated Screening Partne
02.2007 - 07.2016
- Scaled the verifications department from 5 to 25 employees while maintaining operational quality standards and SLA compliance.
- Developed 10+ SOPs and quality control protocols that were adopted as corporate standards across multiple international locations.
- Contributed to NAPBS accreditation achievement through comprehensive process alignment, documentation, and compliance management efforts.
Education
Post-Graduate Program - Data Science And Data Management Systems
05.2001 -
BBA - Business Administration And Hotel Management
05.2001 -
Skills
Process improvement
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Full Professional
French
Professional Working
Spanish
Native or Bilingual
Portuguese
Elementary
Timeline
Verifications and Medical Services Supervisor - Integrated Screening Partners
04.2017 - Current
Process Implementation Consultant - The Doctor's BPO
08.2015 - 12.2016
Verification Supervisor - Integrated Screening Partne
02.2007 - 07.2016
University of Texas - McCombs School of Business - Post-Graduate Program, Data Science And Data Management Systems
05.2001 -
Universidad Francisco Gavidia - BBA, Business Administration And Hotel Management
05.2001 -
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