I am looking for a remote-first role where I can leverage my 12+ years of experience in BPO and logistics to drive operational excellence. I aim to combine my background in Industrial Psychology with hands-on logistics coordination to optimize workflows, build high-performing teams, and implement scalable quality systems that align with organizational goals.
Open to opportunities
Jenner Escobar
@jennerescobar
Industrial Psychologist and Operations Manager driving KPI gains in BPO teams.
GuatemalaWhat I'm looking for
As an Industrial Psychologist with over 12 years of BPO experience, I blend training expertise with operational leadership to improve performance, efficiency, and cost control. I’ve consistently delivered improved operational efficiency and cost reduction through process optimization and strong people management.
For the last several years, I’ve led teams and redesigned training workflows—implementing new accounts while building operational and training teams from the ground up. I led a team of 7 supervisors with over 10 employees per group, updated training agendas and materials, and developed leaders focused on business goals and customer needs.
I’m also hands-on with performance and governance. I monitored agreed KPIs with clients, built KPI tracking tools, implemented quality control and monitoring systems, and created action plans to improve team performance—fostering growth through continuous feedback and personalized career plans.
Beyond operations, I bring recruitment and training depth from end-to-end hiring and psychometric assessment to delivering high-impact training programs in banking systems. I’ve supported recruiting targets, administered psychometric tests tailored to client needs, and created interactive visual materials and videos to improve staff learning and readiness.
Experience
Work history, roles, and key accomplishments
Current
Managed end-to-end import documentation (HBL/MBL, ISF process review) and vendor coordination. Analyzed cost/sell rate margins to prepare profitable client quotes and executed precise final billing. Optimized logistics processes and communication with stakeholders to ensure seamless customs clearance and operational efficiency.
AG
Managed operations for 4 new accounts, leading a team of 7 supervisors and 70+ agents. Redesigned the training department and optimized workflows, resulting in improved productivity and customer satisfaction. Controlled payroll and monitored key performance indicators (KPIs), implementing action plans and incentive systems to consistently exceed business goals.
AG
Trained and developed leaders and supervisors through personalized career plans, providing ongoing feedback to improve performance. Monitored agreed client KPIs with action plans and implemented quality control systems to ensure operational excellence and customer satisfaction.
Designed and delivered training for new staff in banking systems and soft skills/customer service, improving team efficiency and effectiveness. Created high-impact visual learning materials (videos and interactive presentations) and provided continuous feedback to raise service quality.
HC
Recruitment Analyst
HR Consultores
Mar 2014 - Apr 2014 (1 month)
Managed end-to-end recruitment and selection for call center positions, including conducting pre-interviews and in-person interviews. Administered job-specific psychometric tests, produced candidate reports, and presented final shortlists while meeting recruitment targets.
IG
Recruitment Team Lead
ICS Guatemala
Apr 2013 - Feb 2014 (10 months)
Coordinated recruitment planning with account managers to ensure candidate delivery aligned with client requirements and timelines. Led recruiter interview coordination and conducted pre-interviews and in-person interviews, presenting candidates for call center roles.
LE
Logistics Coordinator
Leangroup
Prepared client quotes by analyzing cost and sell-rate margins and assessed origin costs in line with Incoterms to ensure competitive, profitable pricing. Managed import documentation (HBL/MBL, packing lists, commercial invoices) for customs clearance and executed accurate final client billing and account reconciliation.
Education
Degrees, certifications, and relevant coursework
Universidad Mariano Gálvez
Industrial Psychology
Cierre de pensum en Industrial Psychology en la Universidad Mariano Gálvez en diciembre de 2017.
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
GuatemalaAuthorized to work in
Job categories
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