BRAYAN E. ESTRADA ESCOBAR
OPERATIONS MANAGER
White Cross 1.5 blocks south. Masaya
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CAREER OVERVIEW
I hold a degree in Industrial Engineering and possess a decade of valuable experience in the
Business Process Outsourcing sector. Throughout this period, I have cultivated a strong
foundation in customer service, sales, and retention. Additionally, I have honed my skills in
personnel management, administration, teamwork, adaptability to change, leadership, and
operations and business management. My proficiency extends to both written and verbal
communication, and I excel in building strong interpersonal relationships. I thrive under pressure
and consistently strive to exceed expectations while contributing to the successful completion of
project goals.
EDUCATION
EXPERIENCE
Bachelor in Science and Arts
Doris Maria Morales Tijireno
English Teacher
Industrial engineering
Universidad Nacional de Ingenieria
(UNI/RUPAP)
CCAP (Centro de Capacitacion y asesoria
pre-universitaria) | 2012
Successfully improved students' language
proficiency levels, with a significant
increase in standardized test scores.
Implemented creative and interactive
teaching methods that led to higher
student engagement and retention rates.
Customer service and Sales
Operations Manager
COURSE
CERTIFICATIONS
Sitel Nicaragua | Aug 2013 - Feb 2022
Established and monitored KPIs to track sales
team performance, resulting in a 15%
improvement in overall sales metrics.
Collaborated with HR and finance to design
and implement a competitive sales
compensation plan that motivated the sales
team and aligned with company objectives.
Utilized historical data and market analysis
to create accurate sales forecasts, enabling
effective resource allocation and strategic
decision-making.
Operational Excellence Foundations
Six Sigma foundations
Become a Six Sigma Yellow Belt
Basis and fundamentals for project
management.
SKILLS
Expertise and ability to adapt/respond to
different types of characters, and work
on emotional intelligence to manage
teams in the most efficient, organized,
and united way
Great communication skills, team
bonding and leadership Ability to
multitask, prioritize, and manage time
effectively Analytical and oriented to
problem-solving Capable of performing
under pressure
Aligning day-to-day operations with the
organization's long-term goals and
strategic vision is crucial for overall
success.
Customer service Operations
Manager
Ibex Nicaragua | March 2022
(Currently performing)
Generate comprehensive reports and
dashboards to provide real-time insights
into sales performance, aiding in datadriven decision-making.
Manage tenure teams for customer service,
sales, and retentions, as well as,
overviewing multiple lines of business at
upper management levels.
Build great client relationships at
operational levels and comply with
deadlines and different goals on any
assigned project.
Additional Skills/ Achievements
Supervised different lines of business with specialized care to clients as SME (Subject Matter
Expert) in the areas of customer services, sales, and retention.
Project lead for continuous improvement strategies, and the development of Bridge plans
oriented to the improvement of different metrics utilizing the KAIZEN and Lean Six Sigma
methodology.
Directing meetings with corporate-level clients, personnel and management staff.
