I've led high-volume U.S. customer operations at IBEX Nicaragua, progressing to Operations Supervisor and guiding teams of 18–23 representatives. My teams maintained the #1 account-wide CSAT ranking for three consecutive years.
I manage end-to-end client workflows, including intake, information verification, appointment scheduling, follow-ups, and CRM documentation across Salesforce, CSA, and Empath. I also serve as an escalation point for complex disputes, operational disruptions, and SLA continuity.
I've been recognized as Top Operations Supervisor for KPI delivery, team retention, and operational execution. I hire, coach, and develop representatives and team leads around quality standards and process adherence.
Alongside operations leadership, I teach International Relations and Foreign Trade at Universidad Central de Nicaragua. I bring professional English fluency, native Spanish, and experience handling sensitive financial and case information.
