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Jeffry Patzán

@jeffrypatzn

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I turn operational data into KPI insights, process improvements, and stronger team performance.

Guatemala

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What I'm looking for

I'm looking for an Operations Analyst, Team Lead, or Supervisor role where I can use reporting, KPI analysis, process improvement, coaching, and stakeholder collaboration to improve business results and customer experience.

At HCL Tech, I've analyzed operational data, monitored KPIs and attendance, and produced daily, weekly, and monthly reports that support leadership decisions. I use Excel to validate data, identify performance trends and root causes, and provide actionable recommendations for workflow improvement.

Previously, at Alorica, I supervised customer service teams, coached agents, and implemented continuous-improvement strategies to strengthen productivity, response times, and service quality. I'm seeking an Operations Analyst, Team Lead, or Supervisor role where I can combine analytical insight with people leadership.

Experience

Work history, roles, and key accomplishments

Senior Analyst II

HCL Tech

May 2017 - May 2026 (9 years)

Analyzed operational data to identify performance trends and root causes, and generated performance reports for leadership. Monitored KPIs and attendance, and supported process improvement initiatives with analytical insights.

Data Analysis KPI Reporting Root Cause Analysis Process Improvement Excel Reporting Performance Monitoring Stakeholder Management Cross Functional Collaboration

Customer Service Supervisor

Alorica

Apr 2016 - Nov 2016 (7 months)

Supervised customer service teams in a call center environment, ensuring high satisfaction and efficient query resolution. Trained and motivated agents to improve service quality and implemented continuous improvement strategies.

Customer Service Team Leadership Coaching Continuous Improvement Call Center Operations Training Performance Monitoring