Soraya Magana
San Salvador,SS
Summary
I am a highly accomplished and results-driven professional with over a decade of extensive experience in customer service, sales, and operations management. My career has been marked by a consistent track record of success across diverse roles, demonstrating a proven ability to lead teams, drive business growth, and enhance operational efficiency.
With a commitment to excellence and a passion for driving operational success, I am eager to leverage my skills and experience to contribute to new opportunities and drive meaningful results for organizations seeking to excel in their business endeavors.
Overview
16
16
years of professional experience
Work History
Director of Operations
SuccessCap, LLC
02.2022 - 08.2024
- Supervise the daily operations of the Sales and Processing teams.
- Prepare term sheets for various loan requests, including Rental, Rehab, and New Construction loans, in accordance with each lender's guidelines and the specific loan type.
- Partner with Hard Money Lenders across the USA to ensure streamlined and efficient management of the loan process, from application through to closing and funding, including support with Processing, Pre-Underwriting, and Closing activities.
- Drive operational excellence and strategic initiatives.
Sales Manager
Telus International
12.2017 - 02.2022
- Managed three lines of business: Financial Services Vertical, DataTrace, and Connected Investors
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Opportunity to establish and develop a new team for Connected Investors, encompassing all aspects of recruitment, interviewing, training, and performance management once in production.
- Monitored KPIs and implemented action plans to ensure team success.
Sales Representative
Telus International
01.2017 - 11.2017
- Delivered comprehensive real estate data solutions using DataTree.com software to professionals across the real estate sector, including real estate investors, mortgage brokers, lenders, and attorneys, as well as other individuals seeking valuable property data for their business needs.
- Improved client satisfaction by addressing inquiries and delivering exceptional service.
- Drove revenue growth through effective upselling and cross-selling strategies.
- Expanded the customer base through targeted cold calling, strategic networking, and proactive relationship management.
Onboarding POC
Sykes El Salvador Ltda
02.2015 - 12.2016
- Oversaw the comprehensive onboarding processes for three distinct lines of business (LOBs), including managing the entire hiring cycle: conducting interviews, coordinating training to ensure alignment with business objectives, and providing ongoing support as new hires transitioned to the production floor with their respective teams.
- Addressed performance challenges by closely monitoring bottom performers, offering targeted coaching, and conducting call reviews to pinpoint areas for improvement and support their achievement of performance targets.
- Led the Mentors Project by equipping mentors with advanced techniques and strategies to facilitate their progression to Team Leader roles, ensuring their development aligned with organizational goals and leadership expectations.
Sales Team Manager
Sykes El Salvador Ltda
08.2010 - 01.2015
- Monitored and evaluated key performance indicators (KPIs) for the team
- Implemented action plans and provided necessary tools to exceed team goals.
- Tracked trends and suggested enhancements that would both challenge and refine company's product offerings.
- Coached in successful selling methods and encouraged cross-selling to drive revenue.
- Planned and directed staff training and performance evaluations.
- Recruited, interviewed and hired individuals adding value, dedication and knowledge to sales team.
Sales Coach
Sykes El Salvador Ltda
01.2010 - 07.2010
- Assisted Operations Team Managers by providing floor coverage, escalating system issues, and handling supervisor-level calls.
- Delivered training and support to new hires during their onboarding period to ensure a smooth integration into the team.
- Attained top performance by adeptly navigating a dynamic and competitive environment.
- Promoted the adoption of innovative sales techniques to keep the team competitive and effective.
- Conducted regular one-on-one sessions to offer personalized feedback and development support to team members.
- Organized and facilitated engaging workshops to encourage a collaborative learning environment and the sharing of best practices among colleagues.
Sales Representative
Sykes El Salvador Ltda
12.2008 - 12.2009
- Managed a high volume of incoming calls for the purpose of booking hotel reservations nationwide.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Delivered high-quality service to enhance customer satisfaction.
Education
BBA - Business Administration
Universidad Francisco Gavidia
El Salvador, El SalvadorSkills
- Team Leadership & Management
- Sales & Customer Service Excellence
- Onboarding & Training
- Performance Monitoring & KPI Management
- Strategic Planning & Implementation
- Client Relationship Management
- Operational Efficiency
- Decision-Making
Languages
Spanish
Native language
English
Proficient
C2
Timeline
Director of Operations
SuccessCap, LLC
02.2022 - 08.2024
Sales Manager
Telus International
12.2017 - 02.2022
Sales Representative
Telus International
01.2017 - 11.2017
Onboarding POC
Sykes El Salvador Ltda
02.2015 - 12.2016
Sales Team Manager
Sykes El Salvador Ltda
08.2010 - 01.2015
Sales Coach
Sykes El Salvador Ltda
01.2010 - 07.2010
Sales Representative
Sykes El Salvador Ltda
12.2008 - 12.2009
BBA - Business Administration
Universidad Francisco Gavidia
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