Mindy Silvina Villalta
Summary
Customer service and operations leader with 20+ years of experience in contact centers, specializing in team leadership, quality assurance, and operational performance. Recognized for driving continuous improvement, fostering high-performing teams, and implementing innovative solutions to improve client satisfaction and business growth. Fluent in English with strong coaching, communication, and people development skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Team Leader, Operations, Bilingual
Concentrix
04.2023 - Current
- Supervise and support a dynamic team of high-performing individuals on account-specific tasks, ensuring alignment with client expectations.
- Monitor and manage team performance, attendance, and productivity to maintain operational excellence.
- Foster a culture of continuous improvement by identifying inefficiencies, encouraging feedback, and piloting new ideas.
- Collaborate with cross-functional teams to streamline workflows and drive initiatives that support business growth.
- Mentor and develop team members, building accountability and adaptability in a results-driven environment.
Operations supervisor
Onlink/Webhelp
08.2020 - 04.2023
- Directed daily operations for a team, ensuring compliance with KPIs and client standards.
- Developed performance strategies that improved efficiency and reduced errors.
- Led initiatives that increased customer satisfaction and streamlined reporting processes.
Quality Supervisor
Sykes El Salvador
12.2019 - 08.2020
- Conducted in-depth reviews and audits of customer interactions, product quality, and service delivery.
- Applied tools like scorecards and monitoring systems to ensure compliance with company and client standards.
- Provided coaching and feedback to improve service consistency and customer experience.
Team Manager
Sykes El Salvador
01.2012 - 01.2019
- Led and mentored a team of high-performing professionals dedicated to client-specific deliverables.
- Delivered hands-on guidance and motivation to align team performance with operational goals.
- Supported individual growth and professional development while maintaining high-quality standards.
Customer Service representative
Sykes El Salvador
01.2007 - 01.2019
- Served as first point of contact for customers, delivering professional, empathetic, and efficient support.
- Resolved inquiries and issues while maintaining strong KPIs, including AHT, FCR, and CSAT.
- Documented all interactions accurately and escalated complex issues when needed.
- Consistently met performance metrics while handling high call volumes with calm and professionalism.
Food service coordinator
Massachusetts General Hospital
01.2006 - 01.2006
- oordinated food service operations, ensuring compliance with health and safety standards.
- Supported patients and staff by providing high-quality and timely service.
Education
Business administration
Universidad Tecnologica
High School - undefined
Lynn English High School
undefined
Centro Cultural Salvadoreño
Skills
- High Customer service and communication skills
- Excellent personal relations with co-workers and subordinates, ability to engage with others
- Ability to plan and execute different projects
- Excellent organizational skills and able to comply with deadlines
- Advanced MS Office skills
- Fluent English, spoken and written
Certification
- “Managerial Leadership at Insaforp.
- “Effective Communication at Fepade.
- “Continuous improvement” at Fepade.
- “Influential leadership” at Insaforp.
- “Effective time management” at Insaforp.
- “Management para la Alta Direccion” Insaforp.
Timeline
Team Leader, Operations, Bilingual
Concentrix
04.2023 - Current
Operations supervisor
Onlink/Webhelp
08.2020 - 04.2023
Quality Supervisor
Sykes El Salvador
12.2019 - 08.2020
Team Manager
Sykes El Salvador
01.2012 - 01.2019
Customer Service representative
Sykes El Salvador
01.2007 - 01.2019
Food service coordinator
Massachusetts General Hospital
01.2006 - 01.2006
High School - undefined
Lynn English High School
undefined
Centro Cultural Salvadoreño
Business administration
Universidad Tecnologica
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