# Elena Fortin

Elena Fortin is a remote worker on Himalayas, Operations Manager at RESULTS CX, based in Honduras.

Source: https://himalayas.app/@elenafortin1

```text
Operations Manager at RESULTS CX who supported the Humana-Acadia launch and improved onboarding materials and operational processes.
```

| Detail | Value |
| --- | --- |
| Availability | Open to opportunities |
| Location | Honduras |
| Authorized to work in | Honduras |
| Salary expectations | 60k+ USD |
| Job categories | Operations Manager |
| Skills | Operations Management, Operational Strategy, Process Improvement, Performance Analytics, KPI Management, Workforce Planning, Budget Planning, Large Scale Headcount Management, performance reporting, Project Management, Change Management, Risk Management, Financial Planning, SLA Compliance, Microsoft Office |

## About

```text
At RESULTS CX, I managed eight supervisors overseeing daily operations for Humana, with a focus on KPI performance, reporting accuracy, and service-level compliance.

I assisted with the end-to-end launch of Humana-Acadia, from recruiting and onboarding through training and operational go-live. I also improved training materials and onboarding content to accelerate new-hire speed to proficiency.

At STARTEK, I supported financial planning and headcount management across two sites and supported Xfinity Mobile operations spanning five lines of business. I prepared performance, headcount, and budget reporting for client-facing QBRs, WBRs, and summits.

Earlier at STARTEK, I directed daily operations and team execution, implemented reporting frameworks and operational tracking systems, and supported improvements in efficiency, quality, and service delivery.
```

## Experience

### Operations Manager

RESULTS CX. Jan 2022 - Jan 2025

```text
Managed 8 supervisors overseeing daily operations for Humana Healthcare, driving KPI performance, reporting accuracy, and service-level compliance. Assisted in the end-to-end launch of Humana-Acadia from recruiting and onboarding through training and operational go-live.
```

Skills: Operations-Management, KPI-Management, Reporting, Training, Onboarding, Process-Improvement, Performance-Improvement-Plan-(PIP), Compliance

### Senior Operations Manager

STARTEK. Jan 2018 - Jan 2022

```text
Supported financial budget planning and headcount management across two sites, aligning staffing levels with operational demand and cost targets. Supported Xfinity Mobile operations across 5 lines of business, ensuring consistent service delivery and performance against KPIs.
```

Skills: Budget-Planning, Large-Scale-Headcount-Management, KPI-Management, Reporting, QBR, WBR, Cross-functional-Coordination, Stakeholder-Management

### Operations Manager

STARTEK. Jan 2015 - Jan 2018

```text
Directed daily operations and team execution in fast-paced customer operations environments. Implemented reporting frameworks and operational tracking systems, and supported operational improvements focused on efficiency, quality, and service delivery.
```

Skills: Operations-Management, Reporting, Process-Improvement, Quality-Assurance, Service-Delivery

## Education

### CEUTEC

Engineering, Logistics

```text
Pursued an Engineering in Logistics degree at CEUTEC.
```

## Tech stack

- Tableau
- Salesforce
- Workday
- Slack
- Microsoft Teams
- Jira
- Google Workspace
- Asana
- Zoom
- SAP
- Power BI
- Microsoft Office

To contact Elena, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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