Jose Reyes

Res. Las Acacias Casa 173 Las Arboledas Lourdes, La Libertad Phone #- E-mail:- C CU UR RR R II C CU U LL U UM M V V II TTA AE E JOSE WALBERTO REYES AMAYA PERSONAL INFORMATION • • • • • • • Age: Civil state: Nationality: DUI #: NIT #: ISSS #: AFP CONFIA #: 45 Single Salvadorean- STUDIES ➢ High School Diploma Douglas MacArthur High School Houston, Texas May 1996 ➢ Business Administration 3-years San Jacinto Jr. College Houston, Texas - OTHER STUDIES • • Public Speaking Courses, San Jacinto Jr. College, 2000 Microsoft Office Courses, (Excel, Word, PowerPoint, Outlook, Publisher), 2002 LANGUAGES • English- 100% • Spanish- 100% WORK OBJECTIVES • • • An urge to keep learning and gaining experience. Be able to propose ideas for the solving of problems. Be able to plan, execute, and control my job. WORK EXPERIENCE TANGO SOFTWARE INC. OPERATION MANAGER Colonia Roma Pasaje A #7B August 2011 to October 2014 POSITION OBJECTIVES Ensure that all administrative and management tasks are completed. CHARGE DESCRIPTIONS • • • • • • • • • • • • • • • • Manage personnel including making sure staff planning is maintained along with planning employee vacations and days off and report to General Manager. Install and deliver new sites upon reception of orders. Set the guidelines and processes of the services we are delivering. Control quality of services delivered to our customers. Make sure phone lines are attended at all times. Maintain a book of procedures for the benefit of support agents. Write and maintain job descriptions for personnel. Schedule and prepare regular training for personnel. Ensure that data is captured, processed, and delivered to Aspen every day. Monitor ongoing issues. Create cases in online case manager when a site is aging for 3 or more days. Update, or ensure that updates are made on the case manager. Call, or make sure that customers are called, to resolve any ongoing issues with problematic sites. Report any defects with the programs of processes. Prepare nightly reports on process status, indicating which sites are not completed, how many days they are aging, who made the diagnosis and what interventions or actions were performed to try to resolve the issue. Schedule and preside a weekly reunion to review current process and issues status. FUSION BPO El SALVADOR OPERATION MANAGER Col. San Francisco Avenida Las Camelias #7 San Salvador, El Salvador November 2016 to February 2018 POSITION OBJECTIVES Ensure that all administrative and management tasks are completed. CHARGE DESCRIPTIONS • • • • • • • Manage agents, SMEs, Tls, Sups including making sure staff planning is maintained along with planning employee vacations and days off. Set the guidelines and processes of the services we are delivering. Write and maintain job descriptions for personnel. Schedule and prepare regular training for personnel. Control of new hire agents and dismissals. Schedule and preside weekly reunions to review performance with the client. Involved in administrative and Human Resources procedures. RECALL MASTERS INC. INTEGRATION SPECIALIST DMS- DATA SERVICES 23131 Verdugo Dr. Laguna Hills, CA 92653 April 2018 to February 2019 POSITION OBJECTIVES Ensure that all administrative and management tasks are completed. CHARGE DESCRIPTIONS • • • • • • • • Ensure that data is captured, processed, and delivered to Recall Masters every day. Install and deliver new sites upon reception of orders. Create cases in online case manager when a site is aging for 3 or more days. Update, or ensure that updates are made on the case manager interventions section. Call, or make sure that customers are called, to resolve any ongoing issues with problematic sites. Report any defects with the programs of processes to the General Manager. Analyze data and make sure there are no data gaps for performance reviews. Monitor on-going issues. PRONTO BPO El SALVADOR ACCOUNT MANAGER Edificio Kinetika 7º Nivel Calle El Carmen y 17 Avenida Norte Santa Tecla, El Salvador March 2019 to April 2022 POSITION OBJECTIVES Ensure that all administrative and management tasks are completed. CHARGE DESCRIPTIONS • • • • • • • • • Manage client relationships, develop account plans, deliver proposals for improvements. Ensure client needs are understood and satisfied. Collaboration with internal departments to facilitate client need fulfillment. Collect and analyze data to improve account performance. Resolve complaints and prevent additional issues by improving processes. Prepare reports on account status. Keep track of all processes that pertain to client´s desires. Schedule and preside weekly reunions to review performance with the client. Analyze account metrics and ensure that the company and staff meet goals. SKYCOM BPO EL SALVADOR ACCOUNT MANAGER Calle El Boquerón Lote #5 Santa Elena, El Salvador April 2022 to December 2022 POSITION OBJECTIVES Ensure that all administrative and management tasks are completed. CHARGE DESCRIPTIONS • • • • • • • • • Manage client relationships, develop account plans, deliver proposals for improvements. Ensure client needs are understood and satisfied. Collaboration with internal departments to facilitate client need fulfillment. Collect and analyze data to improve account performance. Resolve complaints and prevent additional issues by improving processes. Prepare reports on account status. Keep track of all processes that pertain to client´s desires. Schedule and preside weekly reunions to review performance with the client. Analyze account metrics and ensure that the company and staff meet goals. GLASSMOUNTAIN BPO INFINITE SOLUTIONS ACCOUNT MANAGER Infinity Tower Blvd Cuscatlan Santa Elena, El Salvador January 2023 to December 2023 POSITION OBJECTIVES Ensure that all administrative and management tasks are completed. CHARGE DESCRIPTIONS • • • • • • • • • Manage client relationships, develop account plans, deliver proposals for improvements. Ensure client needs are understood and satisfied. Collaboration with internal departments to facilitate client need fulfillment. Collect and analyze data to improve account performance. Resolve complaints and prevent additional issues by improving processes. Prepare reports on account status. Keep track of all processes that pertain to client´s desires. Schedule and preside weekly reunions to review performance with the client. Analyze account metrics and ensure that the company and staff meet goals. REFERENCES Giovanni Melendez Teleperformance El Salvador Operation Manager- Franklin Aguila Glass Mountain BPO Site Manager- Jaime Umaña Pronto BPO El Salvador General Manager-