ANA ADRIAN
Jun 9, 1982 — Salvadoran
EXPERIENCE
Senior Team Leader / Director of operations
Apr 2023 — Dec 2023
Fusion BPO Services — San Salvador, El Salvador
· Supervise accounts of 3 to 8 team leaders, ensuring that I develop their leadership skills
based on their results in the DISC method assessment.
· Using SMART methodology to ensure the effectiveness of the desired results at both team
and account levels.
· Implementation and transition of new campaigns
· Development and submission of quality assessment forms and weekly business reviews
· Supervise staff from different departments/locations and provide constructive feedback
· Oversee customer support processes and organize them to enhance customer
OBJECTIVE
satisfaction
· Evaluate overall performance by gathering, analyzing and interpreting data and metrics
Experienced specialist with the ability to
effectively manage team members to
Customer Service Supervisor
achieve goals. Equipped with a diverse and
International translation company
promising skill-set, conducive to creating
positive team relationships resulting in
optimal customer service.
Sep 2021 — Mar 2023
· Implementation and management of projects such as:
1. Creation and modification of KPIs to meet and exceed the standards of the quality of
service provided to our customers.
2. Creation of forms that would allow to effectively measure the quality of service
SKILLS
provided through the different communication channels
3. Creation and establishment of SOPs that would allow to organize the procedures
corresponding to the Customer Service department.
Critical Thinking
Leadership
4. Modification of the telephone system used by the company in order to reduce costs and
at the same time to optimize resources to reduce waiting times of our customers and
improve their experience.
Adaptability
Multitasking
Team Leader
Time Management
The Office Gurus, El Salvador — San Salvador
Teamwork
Ability to work under pressure
Computer skills
Customer service
Problem-Solving
· Actively collaborate in the implementation of new accounts, both in person and remotely.
· Review and modification of SOPs already established by the contact center, in order to
adapt them to the needs of each customer and thus increase the quality of service
provided to customers.
· Constant monitoring of internal KPIs as well as those requested by our clients in order to
maintain and improve the performance of the agents.
Virtual Assistant
LANGUAGES
French | Native
Nov 2017 — Jun 2021
Mar 2021 — Dec 2021
PhD Clinic
· Calling patients to set appointments
· Elaborate patients intakes
English | Native
Spanish | Native
Bi-lingual Virtual Assistant
Feb 2021 — Oct 2021
Insurance Agency — San Salvador - Remote position
· Data entry for customer's profile in the company´s system
· Quote elaboration for auto & home in the company´s system
· Processing payments over the phone
· Cold calling to offer agency services
Technical support agent for Google Apps
Nov 2014 — Apr 2016
Telus International, Guatemala — Guatemala City
· Performed troubleshooting to improve processes.
· Worked with customers to identify and resolve issues related to their product
Technical support agent
Jun 2013 — Nov 2014
Stream Global Services, El Salvador — San Salvador
· Performed troubleshooting to improve processes.
· Worked with customers to identify and resolve issues related to their product (internet
services)
Customer care/retention agent and SME
May 2010 — May 2013
TELUS, El Salvador — San Salvador
· Developed a strong working knowledge of products and offerings.
· Brought forth a self-motivated attitude.
· Upheld the highest standards of honesty and integrity.
Quality Assurance Analyst
Feb 2006 — Apr 2010
Sykes, El Salvador — San Salvador
· Monitored and graded agent's calls
· Offered suggestions/feedback to improve agent's performance and customer service
skills
EDUCATION
4th semester of communication science
Jan 2001 — Jun 2003
Universidad Dr Jose Matias Delgado, El Salvador — Santa Tecla
· Bachelor's degree partially completed
High School
Mar 1999 — Nov 2000
Instituto Bethania, El Salvador — Santa Tecla
· High school degree completed
Elementary, middle and high school
Jun 1985 — Mar 1999
Lycee Francais Antoine et Consuelo de St Exupery — Santa Tecla, El Salvador
CERTIFICATIONS & COURSES
Lean Six Sigma White Label
