Summary
Overview
Work History
Education
Skills
Timeline
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Roberto Gallegos

Sr. Operations Manager
San Salvador,El Salvador

Summary

Accomplished Sr. Operations Manager with a proven track record at Concentrix, enhancing team productivity and customer satisfaction through strategic planning and operational excellence. Skilled in data analysis and employee coaching, I've driven significant sales growth and operational improvements. Expert in fostering client relationships and leading teams to exceed business goals.

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

14
14
years of professional experience
2
2
Languages

Work History

Sr. Operations Manager

Concentrix
09.2022 - Current
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Implemented data-driven decision making to inform business strategies and drive operational excellence.
  • Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Increased sales revenue by developing and implementing effective sales strategies.
  • Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
  • Coached employees in successful selling methods and encouraged cross-selling to drive revenue.


Team Manager

Telus International
12.2015 - 09.2022
  • Developed performance measurement strategies, identifying areas for improvement.
  • Facilitated meetings to communicate team performance goals and results.
  • Cultivated positive, productive team environments, resolving conflicts quickly.
  • Delivered regular team meetings for aligned work towards common goals.
  • Led a team of developer support to successfully deliver high-quality solutions.

Subject Matter Expert

Telus International
08.2012 - 12.2015
  • Mentored junior team members, contributing to their professional growth and development.
  • Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
  • Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
  • Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
  • Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
  • Collaborated with management to identify and prioritize new development concepts.

Technical Support Representative

SYKES
02.2010 - 08.2012
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.

Education

Computer System Engineer - App Development

Universidad Don Bosco
San Salvador
05.2001 -

Skills

  • Operations Management

  • KPI Tracking

  • Strategic Planning

  • Employee Coaching

  • KPI reporting

  • Standard Operating Procedures

  • Productivity Improvement

  • Business Planning

  • Operational Excellence

  • Technology Integration

  • Data Analysis

  • Decision-Making

  • Analytical Skills

  • Quality Assurance

  • Team building

  • Client Relationship Management

  • Sales Reporting

Timeline

Sr. Operations Manager

Concentrix
09.2022 - Current

Team Manager

Telus International
12.2015 - 09.2022

Subject Matter Expert

Telus International
08.2012 - 12.2015

Technical Support Representative

SYKES
02.2010 - 08.2012

Computer System Engineer - App Development

Universidad Don Bosco
05.2001 -

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Roberto GallegosSr. Operations Manager