Barbara H Llera Miranda
San Juan
Summary
Dynamic and results-driven Director of Operations with extensive experience in call center management. Proven track record in overseeing operations, managing multiple lines of business, and driving performance improvements. Seeking a new professional challenge to leverage my skills in helping, teaching, learning, and growing within a forward-thinking organization.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Director of Operations
Telecontacto Inc.
San Juan, Puerto Rico
01.2023 - Current
- Prepared detailed reports outlining operational results on a regular basis.
- Analyzed data trends and identified potential risks or opportunities associated with operations.
- Led and managed business and departmental activities related to production, pricing, and KPIs.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Formed and sustained strategic relationships with clients.
- Established operational guidelines and identified opportunities for improvement.
Business Manager US Division
Telecontacto Contact Center
San Juan
02.2022 - 01.2023
- Implemented and supervised all aspects of call center activities.
- Manage multiple lines of business
- Directly lead administrative staff to enhance overall team success.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Reviewed existing contracts with vendors and suppliers to ensure compliance with company standards.
- Utilized data analytics to inform decision-making and identify areas for improvement.
- Prepared and presented business reports and presentations to senior management and stakeholders.
Account Manager
Telecontacto Contact Center
01.2016 - 02.2022
- Implemented new projects and managed account projection and staffing
- Fostered client relations and developed programs
- Designed scripts and conducted training sessions
- Supervised Quality Control Teams and conducted results and statistical analysis
- Restructured projects, designed schedules, developed reports, and managed workforce
Senior Supervisor
Telecontacto Contact Center
01.2014 - 01.2016
- Analyzed results for multiple projects and implemented working plans for accounts
- Supervised Quality Control personnel and conducted employee evaluations
Floor Supervisor
Telecontacto Contact Center
01.2012 - 01.2014
- Maintained control of the floor and handled supervisor calls for multiple service lines
- Supervised agents for multiple lines of business, provided re-coaching, and enforced disciplinary measures
Quality Control
Telecontacto Contact Center
San Juan
01.2012 - 12.2012
- Monitored quality compliance and customer service for multiple lines of business
- Conducted customer service and quality evaluations
Customer Service Representative
Telecontacto Contact Center
San Juan
01.2010 - 01.2012
- Worked in the Survey Department, Phone Sales Department, and Answering Services
Assistant Manager
Claire's/Icing Stores
San Juan
01.2002 - 01.2007
- Managed store openings and closings, held store keys, supervised floor personnel, and handled store mapping, merchandising, and inventory management
Education
Associate's Degree - Communications
Sacred Heart University
05.2002
High School Diploma -
Colegio Alejandrino
05.1996
Skills
- Highly motivated
- Proficient in Microsoft Office software
- Analytical
- Goal-oriented
- Bilingual
- Knowledge of call center platforms
- Project management
- Proficient in Microsoft Office
- Proficient in Office 365
- Proficient in Genesys
- Proficient in InContact
- Proficient in IEX
- Proficient in ADP
- Proficient in Google Suite
- Proficient in BluePrint
- Performance analysis
- Workforce planning
- Operations oversight
- Business management
- Staff training/development
- Proficient in Erlan C Calculators
- Experience in Microsoft SQL Server
- Experience in Salesforce
- Program development
- Scripting
- Telemarketing
- Workforce management
- Customer service
- Sales
- Account management
- Analysis
- Forecasting
- Typing
- Quality control
- Organizational skills
- Communication
Certification
HIPAA
Healthcare industry Compliance Certifications
References
References available upon request.
Timeline
Director of Operations
Telecontacto Inc.
01.2023 - Current
Business Manager US Division
Telecontacto Contact Center
02.2022 - 01.2023
Account Manager
Telecontacto Contact Center
01.2016 - 02.2022
Senior Supervisor
Telecontacto Contact Center
01.2014 - 01.2016
Floor Supervisor
Telecontacto Contact Center
01.2012 - 01.2014
Quality Control
Telecontacto Contact Center
01.2012 - 12.2012
Customer Service Representative
Telecontacto Contact Center
01.2010 - 01.2012
Assistant Manager
Claire's/Icing Stores
01.2002 - 01.2007
Associate's Degree - Communications
Sacred Heart University
High School Diploma -
Colegio Alejandrino
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