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Jonathan Lopez Porras

@jonathanlopezporras

Operations Supervisor at TaskUs who analyzed KPIs and coordinated corrective action plans across customer service and sales.

Mexico

Message

At TaskUs, I analyzed KPIs including QA, CSAT, FCR, CR, and AHT using Power BI and Salesforce. I presented performance metrics in weekly client reviews and agreed on corrective action plans.

I also managed client complaints and escalations, coordinating with relevant teams to investigate issues and support timely resolution. I coached team members and monitored schedule adherence using NICE.

At Alorica, I supervised customer service and sales teams, tracked performance in Power BI, and presented weekly operational reports. Earlier, I provided technical support and customer service there, and taught English at Instituto Inglaterra, CPI, Freelance Online, and Colegio IFEP.

Experience

Work history, roles, and key accomplishments

Operations Supervisor

TaskUs

Jul 2025 - Aug 2026 (1 year 1 month)

Supervised customer service and sales operations, maintaining client communication and leading performance reviews. Analyzed KPIs using Power BI and Salesforce, coordinated with cross-functional teams, and conducted coaching sessions to improve service quality.

Power BI Salesforce Microsoft Teams GChat NICE KPI Analysis Client Communication Coaching Performance Management

Operations Supervisor

Alorica

Sep 2023 - Jun 2025 (1 year 9 months)

Supervised customer service and sales teams in a high-volume BPO environment, ensuring SLA compliance and monitoring KPIs. Prepared performance reports, provided coaching, and tracked schedule adherence using Verint.

Power BI GChat Slack Verint KPI Analysis SLA Compliance Coaching performance reporting

English Teacher

Instituto Inglaterra

Jan 2017 - Dec 2023 (6 years 11 months)

Taught English to teenagers and adults in classroom and online environments, designing lessons and materials tailored to student needs. Prepared students for international certification exams including TOEFL.

Teaching Lesson Planning TOEFL Preparation Communication Skills Coaching

Technical Support & Customer Service Specialist

Alorica

Feb 2023 - Sep 2023 (7 months)

Delivered technical support and customer service via phone, troubleshooting issues related to internet connectivity, devices, and account authentication. Managed high volumes of inquiries, documented interactions, and identified sales opportunities.

Technical Support Troubleshooting Customer Service Cross Selling Documentation