Loren Beatríz Santamaría Chicas
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Dedicated 24 + yrs professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
27
27
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Senior Operations Manager
Glass Mountain BPO
Antiguo Cuscatlán
09.2021 - 04.2023
- Developed systems and procedures to improve operational quality and team efficiency.
- Prepared documents for internal and external audits.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Optimized costs to contribute to productivity, cost development and proficiency of central fulfillment operations.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Managed employee-related issues encompassing labor, turnover and diversity.
Operations, Director
GETCOM INTERNATIONAL
San Salvador
08.2019 - 03.2021
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Optimized operational processes using analytics tools to address client-specific metrics.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Increased profit by streamlining operations.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Devised processes to boost long-term business success and increase profit levels.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Manager, Account Operations
SYKES El Salvador Ltda
San Salvador
05.2008 - 07.2019
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Maintained professional, organized, and safe environment for employees and Clients.
- Elevated understanding of client and industry to assist sales staff in identifying new business opportunities.
- Developed and maintained client rapport and client satisfaction as measured by end-user satisfaction, client surveys and client feedback.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Analyzed individual, team and account performance by performing root cause analysis and developing corrective action plans.
- Planned, developed, implemented and maintained accounts.
- Maximized performance by monitoring daily activities and mentoring team members.
Supervisor, Account Operations
SYKES El Salvador Ltda
San Salvador
02.2007 - 05.2008
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Achieved results by working with staff to meet established targets.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Maintained compliance with company policies, objectives, and communication goals.
- Monitored workflow to improve employee time management and increase productivity.
- Maintained employee experience, morale and job satisfaction with positive reinforcement and on-the-job coaching.
- Communicated with upper management regarding performance and areas out of compliance with contractual agreements to identify solutions.
- Elevated understanding of client and industry to assist sales staff in identifying new business opportunities.
- Developed and implemented customer service policies to enhance satisfaction.
- Boosted team performance by developing customer service training materials and conducting service training.
Team Manager, Account Operations
SYKES El Salvador Ltda
San Salvador
07.2004 - 02.2007
- Evaluated employee performance on weekly basis and coached and trained 15+ team members, increasing quality of work and employee motivation.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Facilitated communications between account management team and support services staff within call center.
- Delivered regular team meetings for aligned work towards common goals.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Led employee relations through effective communication, coaching, training, and development.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
Front Desk Liaison Reservation
COPA & CONTINENTAL AIRLINES
San Salvador
05.2003 - 06.2004
- Organized and detail-oriented with a strong work ethic.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Self-motivated, with a strong sense of personal responsibility.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Resolved problems, improved operations and provided exceptional service.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Lead Agent & Backup Manager of the Contact Center
DIGICEL DE EL SALVADOR – CALL CENTER
San Salvador
12.2001 - 05.2003
- Resolved caller issues quickly and thoroughly.
- Informed clients of policies and procedures.
- Obtained client information by answering telephone calls.
- Advised customers about new products and assisted customers in determining best promotions product for needs.
- Adopted customer feedback in process and system improvement initiatives.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Bilingual Reservations Agent
Bilingual Reservations Agent for TACA Airlines
San Salvador
08.1996 - 12.2001
- Worked well in a team setting, providing support and guidance.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Gained extensive knowledge in data entry, analysis and reporting.
- Delivered services to customer locations within specific timeframes.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Self-motivated, with a strong sense of personal responsibility.
Education
Diplomado Estrategia De Negocio - Estrategia De Negocio
TEC De MONTERREY
Mexico 10.2020 - 03.2021
MBA - Maestría Emocional Y Comunicación Efectiva
METAS Y VISIÓN
El Salvador 12.2018 - 05.2019
Financial Decision Making - Finance
FEPADE
El Salvador 02.2018 - 10.2018
GED -
PROSCI
USA 02.2017 - 09.2017
Bachelor Degree in English - Education
UNIVERSIDAD DE EL SALVADOR
El Salvador 08.1997 - 03.2003
Skills
Client account management
undefinedAccomplishments
- Achieved three-time winner of the Top Performing Account Manager award due to revenue generation and KPI performance
- Collaborated with team of multiple LOB implementation award due to outstanding Organizational and Time Management Skills
- Resolved product issue through consumer testing
- Trusted Advisor and Negotiator capable of traveling to Client sites to close deals and showcase account/company resources
Timeline
Senior Operations Manager
Glass Mountain BPO
09.2021 - 04.2023
Diplomado Estrategia De Negocio - Estrategia De Negocio
TEC De MONTERREY
10.2020 - 03.2021
Operations, Director
GETCOM INTERNATIONAL
08.2019 - 03.2021
MBA - Maestría Emocional Y Comunicación Efectiva
METAS Y VISIÓN
12.2018 - 05.2019
Financial Decision Making - Finance
FEPADE
02.2018 - 10.2018
GED -
PROSCI
02.2017 - 09.2017
Manager, Account Operations
SYKES El Salvador Ltda
05.2008 - 07.2019
Supervisor, Account Operations
SYKES El Salvador Ltda
02.2007 - 05.2008
Team Manager, Account Operations
SYKES El Salvador Ltda
07.2004 - 02.2007
Front Desk Liaison Reservation
COPA & CONTINENTAL AIRLINES
05.2003 - 06.2004
Lead Agent & Backup Manager of the Contact Center
DIGICEL DE EL SALVADOR – CALL CENTER
12.2001 - 05.2003
Bachelor Degree in English - Education
UNIVERSIDAD DE EL SALVADOR
08.1997 - 03.2003
Bilingual Reservations Agent
Bilingual Reservations Agent for TACA Airlines
08.1996 - 12.2001
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