Greg Alex Hodgson Castrillo

Greg Alex Hodgson Castrillo Nicaraguan ID:-K. De donde fue la Nicalit 2 cuadras Sur, 20vrs Oeste, C: - Email,- Summary Operations Manager possessing comprehensive knowledge of project and program management techniques. Natural leader driven to motivate teams to exceed business goals and targets while under pressure. Talented at improving team performance through innovative management techniques. Offers thoughtful, comprehensive and constructive feedback to staff members to promote productivity and company loyalty. With more than 4 years of management experience I have achieved knowledge how to manage the following departments; Operations, learning and development, work force, process improvement program and recruitment. All this experience and knowledge allows me to apply strong analytical and critical thinking skills to solve complex operational problems. Highlights Teamwork and under pressure Effectiveness in problem solving and decision making Ease of interpersonal relationships Ability to work Handling of sensitive information Good judgment, creativity and organization. Call center management experience. Strong problem solving ability. Troubleshooting skills Root Cause Analysis Staffing Analysis Experience Booking Manager (Best Of Hawaii) 8/2018 Still Active Best of Hawaii – Work at Home Managua Nicaragua Assist customers with planning and booking reservations. This can mean booking a hotel room, a car rental, airplane tickets, and a cruise package. This also involve help plan travel itineraries by suggesting local tourist attractions and places of interest. 1. Process payments and send the details and confirmation to the guest. 2. Arranging flights, insurance and accommodation 3. Using a booking system to secure holidays 4. When issues arise with reservations, contact vender and guest to sort out the issues. 5. Keeping clients up to date with any changes 6. Dealing with complaints or refunds (not one of the perks, but someone's got to do it) 7. Manage relationships with travel agencies and vendors Medical Sales Representative (Stanton Optical) 7/2017 to 8/2018 Stanton Optical Managua Managua Nicaragua Outbound Sales Representative contribute to increased sales by proactively developing, soliciting and prospecting for new customers and opportunities; provide service to existing accounts in a high volume and high transaction environment. Roles but not limited; 1. Arrange appointments base on Ophthalmologists, Optometrist / Reflectionist availability using live virtual calendar. 2. Call back to re-schedule appointments (cold' calling) 3. build and maintain positive working relationships with medical staff and support administrative staff 4. Support Region month sales target by bring in new customers, and if possible exceed, annual sales targets 5. Make outgoing calls to potential customers to schedule high quality leads for sales. 6. Document each call as per company and departmental policies and procedures. 7. Possess an enthusiastic, energetic, self-motivated, and detail-oriented approach towards work and all work projects. 8. Multi-task and change from one task to another without loss of efficiency or composure. 9. Identify opportunities for improvement while creating and implementing viable solutions Chaser-Closer (Gateway – Rapid Capital Funding) 3/2017 to 7/2017 Gateway Managua Managua Nicaragua Committed to serve and satisfying the needs of the external and internal members/clients through the delivery of superior value while building, strengthening and maintaining long-term relationships. Outbound-Cold calling to small/median business offering Merchant Loan, Establishing call back if Applicable and storing lead in pipeline channel. Provide support in following up with the collection of documents for the opening of merchant accounts and facilitate. Maintain accountability through daily and weekly reporting of all sales activities. Work closely with Merchant Approval and Activation teams in order to improve the overall Merchant Journey. Sales Support Staff (Convergys – Sprint) 3/2016 to 3/2017 Convergys Managua Managua Nicaragua Operations Manager (Capital One – Bank) 1/2015 to 2/2016 Sitel Managua Managua Nicaragua Developed and shared best practices across the company, including coaching skills, performance management, audit processes. I’ve had the opportunity of working on many accounts in the BPO space in customer service, tech support and retention. I’ve succeeded in creating environments that enhanced team work, positive morale and continuous development of staff to reach the highest possible potential. I’ve also created and managed effective quality assurance departments, training programs, and motivational plans through establishing core processes. Operations Manager Apprentice (Mobilicity – Campaign Lead) 01/2014 to 12/2014 SITEL Nicaragua Managua Nicaragua Mentored, coached and trained the new coaches and Subject Matter Expertise by providing weekly training on different skills, such as coaching skills, overcoming obstacle, overcoming rejection to change, root cause analysis (Fish Bone, 5 WHY's, FIMLIM and 80 - 20 rule). Created and followed up on action plans focused on reducing non-billable hours and increasing the GM%. Identified inefficiencies and made recommendations to the client for process improvements such as internal and external escalations process (reducing the amount of escalations sent to the client and controlling the escalations internally to provide the proper feedback and improve the areas of opportunity on the customer service representatives) Reduced payments errors by creating a tool for the whole site to follow up on daily, weekly and monthly approval percentage of time cards by agents and supervisors. Senior Supervisor (Mobilicity Wireless provider) 10/2013 to 12/2014 SITEL Nicaragua Managua Nicaragua Managed and lead a team of Coaches/Supervisors to reach KPI targets on a quarterly basis. At this position I learned the difference between managing managers compared to others. Awesome learning and growing experience that lead to an abundance of successful accomplishments for all my colleagues. We had great clients that enabled us to provide excellence service and have a winning culture. Supervisor (Mobilicity Wireless provider) 06/2011 to 10/2013 SITEL Nicaragua Managua Nicaragua Managed / Developed / and coached a team of 15 Customer services Rep's to archive on a monthly bases KPI targets. Delivering constructive feedback, constant communication channels, and strong development programs that are the key to helping others excel at their highest potential. Inbound Customer Services (Cricket Wireless provider) 09/2009 to 06/2011 SITEL Nicaragua Managua Nicaragua Others International Services learning (Translator) Education Sitel University Courses 2011 - 2014 Developmental courses for coaching, Staff Management and Project Management Online Unicit 2011 Business Administration Managua, Nicaragua High School Diploma 2006 Madre de la Divina Pastor Managua, Nicaragua Language – Inglish and Spanish.