Astrid Larin

Led daily operations of a collections and sales call center for a leading financial institution, ensuring alignment with performance metrics and organizational goals. Coached and managed a multidisciplinary team, resolving conflicts and driving performance to consistently exceed KPIs.

Supported senior leadership in managing a large-scale contact center for international clients, overseeing team performance and operational quality. Directed daily operations including workload planning, production analysis, and coordination of action plans for a bilingual (EN/ES) team.

Delivered specialized training programs using targeted development tactics and supervisor audits. Applied structured methodology to help teams consistently achieve client-required metrics.

Managed continuous improvement metrics for assigned agent groups, developing performance criteria and action plans. Handled administrative functions including performance analysis, payroll processing, and monthly organizational reporting.

Monitored and evaluated call quality to ensure compliance with client standards and service excellence.

Delivered high-quality customer service for international clients in an English-language environment.

Completed a Bachelor's in Business Administration.

Completed advanced studies in Finance, reaching the fifth year.

Earned a High School Diploma.

Completed a certification in Project Management covering PMI and Scrum Agile methodology.

Completed an intermediate level certification in Microsoft Excel.

Completed a certification in Effective Teams.

Completed the Dale Carnegie Course for Teenagers I & II in Public Speaking.

Completed a certification in Teamwork & Collaboration.