Luis Ponce
@luisponce
I optimize operations, build SOPs, and improve performance management across service teams.
GuatemalaWhat I'm looking for
I'm currently optimizing processes, policies, and performance management structures at The Fullman Firm, creating performance and financial reports and implementing SOPs for litigation and intake.
Previously, I spent more than a decade at TELUS International supporting customer experience operations across technical support, customer service, retention, sales, collections, and loyalty programs. As an Operations Manager, I supported 8 to 13 team leads and 80 to 120 frontline team members.
I build dashboards and scorecards to track KPIs, present weekly results and recommendations to stakeholders, and use quality audits and coaching to improve service standards and customer satisfaction.
My work combines operations management, reporting, quality management, team leadership, and graphic design to create clearer processes and stronger internal and external communications.
Experience
Work history, roles, and key accomplishments
Remote Operations Manager in charge of optimizing processes, policies, and performance management structure, creating performance and financial reports, and implementing SOPs for the litigation and intake verticals.
Provided support to groups of 8 to 13 Operation team leads and 80 to 120 frontline team members.
Exposed to different priorities and programs like technical support, customer service, retention and sales.
Team leader for a Customer Experience department focused on gathering data through audits of customer-agent interactions and numeric outcomes with the intention of providing recommendations to enhance the satisfaction of our clients.
Main attributions:
- Provided support to a group of 8 Customer Service Analysts for different programs including technical support, customer service, collections an
Operations team leader providing support to an average of 14 frontline team members oriented to customer service.
Main attributions:
-Weekly coaching
- KPI review
- Payroll review
- Quality audits
Quality Analyst role focused on analytical skills, coaching, communication, and quality management.
Education
Degrees, certifications, and relevant coursework
Universidad Galileo
Associate's degree, Graphic Design
2007 - 2010
Tech stack
Software and tools used professionally
Availability
Location
GuatemalaAuthorized to work in
Salary expectations
Job categories
Skills
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