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Alexis Flores

@alexisflores1

Operations and Quality Management Assistant Manager at GoodLeap who contributed to more than $1.7 million in quarterly collections revenue.

Mexico

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At GoodLeap, I managed day-to-day operations and supported customer-facing specialists through coaching, performance reviews, and KPI analysis. My work contributed to more than $1.7 million in quarterly collections revenue.

Previously at SpotOn, I led team performance as an Operations Team Lead and served as a primary escalation point for complex B2B customer cases. Before that, I worked there as a Quality Assurance Specialist, assessing interactions and supporting corrective actions.

At TTEC - Dish Network Account, I monitored sales interactions for quality and compliance, then assisted customers as a Bilingual Customer Service Representative. I also assisted with installing solar panels for a local high school as a GivePower volunteer in the Philippines.

Experience

Work history, roles, and key accomplishments

Assistant Manager - Operations & Quality Management

GoodLeap

Sep 2023 - Jul 2026 (2 years 10 months)

Led a team of customer-facing specialists through coaching and performance management, improving conversion, quality, and productivity. Managed operations, supported escalations, and contributed to over $1.7 million in quarterly collections revenue.

Team Leadership Performance Coaching KPI Analysis Quality monitoring Root Cause Analysis Corrective Actions Process Improvement Salesforce Jira Zendesk Freshdesk Slack Excel Google Workspace Microsoft Office

Operations Team Lead

SpotOn

May 2022 - May 2023 (1 year)

Led team performance through coaching, quality reviews, and KPI-driven goal setting. Managed workflow, served as escalation point for B2B cases, and analyzed data to drive improvements.

Team Leadership Performance Coaching KPI Analysis Quality Reviews Workflow Management Resource Allocation Escalation Management B2B Support Data Analysis Salesforce Jira Zendesk Freshdesk Slack Excel

Quality Assurance Specialist

SpotOn

Jun 2021 - May 2022 (11 months)

Conducted quality assessments of customer interactions and workflows, identified root causes, and supported corrective actions. Provided coaching and collaborated with cross-functional teams to improve service quality.

Quality monitoring Quality Assessment Root Cause Analysis Corrective Actions Coaching Training Process Improvement Salesforce Jira Zendesk Freshdesk Slack Excel

Sales Quality Assurance Specialist

TTEC

May 2019 - Jun 2020 (1 year 1 month)

Monitored and evaluated sales interactions for quality and compliance, documented findings, and provided feedback and coaching. Maintained quality documentation and supported sales performance improvements.

Quality monitoring Quality Assessment Compliance Monitoring Feedback Coaching Documentation Reporting Salesforce Jira Zendesk Freshdesk Slack Excel

Bilingual Customer Service Representative

TTEC

Feb 2018 - May 2019 (1 year 3 months)

Assisted customers with account, product, and service inquiries in a high-volume bilingual environment. Resolved complaints and technical issues while maintaining service and productivity standards.

Customer Service Technical Troubleshooting Escalation Management Bi lingual CRM Systems Ticketing Systems Salesforce Jira Zendesk Freshdesk Slack Google Workspace Microsoft Office

Volunteer

GivePower

Assisted with installation and setup of solar panels to provide power to a local high school. Collaborated with an international team in a cross-cultural environment.

Solar panel installation Teamwork Cross Cultural Communication

Education

Degrees, certifications, and relevant coursework

Universidad Tres Culturas (UTC)

Bachelor of Business Administration and Leadership, Business Administration and Leadership

Pursuing a Bachelor of Business Administration and Leadership with expected graduation in July 2029.

Macquarie University

Excel Skills for Business: Essentials, Business

Completed the Excel Skills for Business: Essentials course in August 2026.

CBT Guadalupe Victoria

Technical Degree, Information Technology

Completed a Technical Degree in Information Technology in 2017.

LinkedIn Learning

Professional Development Courses, Professional Development

Completed professional development courses including Salesforce Essential Training, Executive Leadership, Think Like a Lawyer to Make Decisions and Solve Problems, Leadership Mindsets, and Time Management Fundamentals.