Open to opportunities

jeffrey vivas

@jeffreyvivas

Bilingual customer service and contact-center leader with 10+ years driving escalations, quality, and SLAs across global finance.

Guatemala

Message

What I'm looking for

I’m looking for a role where I can lead escalations, coach teams, and drive process improvement—delivering strong CSAT, quality, and SLA/KPI results in a fast-paced, global environment.

I’m a bilingual Customer Service & Contact Center professional with 10+ years delivering exceptional member and customer experiences across banking, financial services, and multinational contact center operations. I specialize in supervising and coaching frontline teams, resolving complex and escalated issues, and consistently exceeding CSAT, quality, and SLA/KPI targets.

Since Dec 2022, I’ve worked as a Senior Control Analyst / Financial Analyst at Tata Consultancy Services, supporting internal and external stakeholders while ensuring compliance with corporate policies and controls. I collaborate cross-functionally, manage multiple priorities in a global environment, and develop process improvements and automation initiatives that reduce manual effort and increase operational efficiency.

Earlier, as a Project Manager at HCL Technologies (Jan 2021–Dec 2022), I coordinated cross-functional projects across HR, IT, Production, and Facilities to improve service quality and maintain SLAs. I also partnered with stakeholders on audits and escalation management, monitoring performance metrics and coordinating staffing and resource planning to sustain service excellence.

At Genpact, I held leadership and quality roles supporting Citibank and The Coca-Cola Company. As LATAM Accounts Payable Manager, I led a team of 3 across invoice processing and payments for Coca-Cola operations in 35 countries, including a Green Belt initiative that reduced costs by $144K. As Front Line Manager / Quality Analyst, I evaluated 320+ interactions monthly against quality and regulatory standards, delivered coaching and feedback, handled escalations, and created training materials and SOPs that improved consistency; I began as a Customer Service Representative / Credit Card Collections supporting U.S. customers in English and Spanish.

Experience

Work history, roles, and key accomplishments

Current

Senior Control Analyst

Current

Tata Consultancy Services (TCS)

Dec 2022 - Present (3 years 7 months)

Delivered responsive, customer-focused support while ensuring compliance with corporate policies and resolving inquiries within service timelines. Collaborated cross-functionally to resolve operational issues and developed process improvements and automation to increase operational efficiency.

Customer Support Compliance Process Improvement Automation Stakeholder Management

Project Manager

HCL Technologies

Jan 2021 - Dec 2022 (1 year 11 months)

Coordinated and led cross-functional projects to improve and maintain service quality and SLAs. Monitored performance metrics, coordinated staffing/resource planning, and supported audits and escalation management to maintain compliance and customer/service standards.

Project Management SLA Management Escalation Management Audit Support Stakeholder Management Workforce Planning Performance Metrics

LATAM Accounts Payable Manager

Genpact

Jan 2019 - Jan 2020 (1 year)

Led a team of 3 across invoice processing, reconciliation, reporting, and payments supporting Coca-Cola operations in 35 countries. Improved operational efficiency through process optimization, including a Lean Six Sigma Green Belt project that reduced costs by $144K via personnel-planning efficiencies.

Accounts Payable Invoice Processing Reconciliations Reporting Payments Team Leadership Process Optimization

Front Line Manager / Quality Analyst

Genpact

Jan 2012 - Jan 2019 (7 years)

Managed customer service teams supporting U.S. credit card customers, achieving customer satisfaction, quality, and productivity objectives. Evaluated 320+ customer interactions monthly against 28 quality and regulatory standards, coached agents, and developed training materials and SOPs to improve consistency.

Customer service management Quality Assurance Regulatory Compliance Performance Coaching SOP Development Training Materials Conflict Resolution Customer Satisfaction

Credit Card Collections Representative

Genpact

Jan 2010 - Jan 2012 (2 years)

Assisted U.S. credit card customers with account inquiries, payment arrangements, billing questions, and account resolution. Provided bilingual English/Spanish support, negotiated payment solutions based on customer financial situations, and ensured compliance with banking regulations while working across multiple systems.

Collections Support Payment Arrangement Billing Support Negotiation Banking Compliance Customer Support

Education

Degrees, certifications, and relevant coursework

Universidad Galileo

Master's Degree, Financial Administration

Earned a Master’s degree in Financial Administration at Universidad Galileo. Developed advanced knowledge to support financial analysis and administration responsibilities.

Universidad Galileo

Bachelor's Degree, Business Administration

Earned a Bachelor’s degree in Business Administration at Universidad Galileo. Built foundational business and management skills relevant to customer service and financial operations.