Danitza Burgos Nieves
Toa Alta
Summary
More than 20 years of experience leading multiple areas with a track record of strengthening business processes and structures to enhance performance indicators. Successfully led various departments, consistently improving business processes and structures. Managed simultaneous projects, including implementations, integrations, and transformations, driving organizational evolution. Harnessing technology facilitates the transition towards continuous improvement and innovation within operations. Through effective guidance, cultivated teams with robust capabilities are poised for future challenges. Assigned to numerous committees, task forces, and corporate assignments underscore commitment to collaborative decision-making and organizational advancement.
Overview
11
11
years of professional experience
Work History
Operations & Business Process Manager
Claro PR
02.2020 - Current
- Enhanced process efficiency by pinpointing inefficiencies and executing targeted enhancements, resulting in streamlined workflows and heightened team productivity.
- Maintained operational uniformity by continuously updating training manuals and procedures.
- Developed and implemented SharePoint website as repository and centralization of documentation, ensuring real-time access to all users, which improved deployment and distribution of information to internal users and suppliers.
- Developed and implemented metrics to gauge efficacy of business processes, facilitating informed decision-making. Use of Power BI to create dashboards with department's KPIs.
- Designed comprehensive process maps to enhance comprehension and alignment among stakeholders.
- Implemented automation solutions to boost equipment efficiency and overall productivity.
- Gathered valuable insights from stakeholders through focus groups and surveys.
- Improved customer satisfaction rates by addressing pain points in service delivery processes. NPS goal of 85% was achieved.
- GPON incident report's digitization and automation reduced delay from 27 to 8 days.
Business Process Manager
Claro PR
04.2016 - 02.2020
- Managed mobile and fixed sales processes, identified inefficiencies and deviations in internal procedures and controls, improved efficiency, reduced operating costs, and ensured compliance with established sales objectives.
- Streamlined business processes by analyzing workflow and implementing necessary improvements.
- Implemented activation and provisioning system for 100% of dealers, which reduced calls by 45%.
Optimized sales processes of direct sales channels, such as Dealers, F2F, Invasiones, Telemarketing, and Grandes Cadenas, so they are self-efficient and improve customer experience. - Increased efficiency by developing and implementing standardized operating procedures across departments.
- Planned, coordinated, and supervised "Fixed and FWA Pre-Sales" processes, such as identifying business opportunities and potential customers in geographic areas provided with Internet and IPTV services.
- Coordinates with engineering the creation or expansion of facilities to offer them and ensures that data obtained is documented and reported to sales channels so that they are offered and sold.
- Subject Matter Expert of billing system and tester (UAT).
- Implemented a cellphone application for dealers to address internet problems after Hurricane María.
Telemarketing Sales Manager
Claro PR
04.2014 - 04.2016
- Planned and oversaw call center operations, “outbound” and “inbound”, to ensure first-rate client service and adherence to corporate targets.
- Developed applications and processes to improve productivity and efficiency.
- Supervised a sales force of 350 sales associates. Controlled a budget of $9M.
- Coordinated campaigns and devised telemarketing strategies that increased new mobile services contracts and renewals by 75%.
- Developed solutions to sales challenges and maximized business opportunities.
- Coached employees in selling methods and encouraged cross-selling and leads generation.
- Provided impactful sales training and motivated sales reps to drive revenue growth.
- Improved technology systems to facilitate access of information for a better customer experience.
- Analyzed and improved strategic plans to boost performance.
- Supervised and evaluated external telemarketing services.
- Implemented plants to reduce “churn”.
Operations Supervisor
Claro PR
10.2012 - 04.2014
- Responsible for processing landline orders for direct sales channels, ensuring compliance with established criteria such as customer identity, credit, and coverage areas.
- Improved issuance of orders and assignment of facilities automatically on first attempt, from 45% to 65%.
- Managed daily operations to optimize performance, maintaining smooth workflows and ensuring timely task completion.
- Monitored service orders that were delayed for commercial reasons, implementing campaigns to contact customers and confirm installation preferences.
- Developed strategies to mitigate service order cancellations, including addressing delays.
- Identified sales process deviations to provide feedback to sales channels and minimize or eliminate issues.
- Proposed and implemented sales process improvements, including automation initiatives.
- Monitored delayed order work queues to maintain healthy balance and meet service level agreements, collaborating with maintenance and engineering teams to resolve technical and infrastructure issues.
Education
BBA - Business Administration
University of Phoenix
Guaynabo, PR2012
Skills
- Effective communication
- Complaint Handling & Resolution
- Skilled in Office 365 Suite: Outlook, Power Point, Excel, Teams, Power Automate, Forms, Planner, SharePoint, Power Bi
- Customer service Management
- Teamwork & Collaboration
- Data Analytics
- Process Mapping and Automation
- Software Implementation
- Requirements Gathering
Accomplishments
- Professional Development: Academy of Leaders, Project Management Academy, Supervision and Leadership Academy, Power Bi: Data Analysis Professional, The People side of Change Management Course (6h).
- Committees: Claros en el Cambio, Customer Experience Committee
Timeline
Operations & Business Process Manager
Claro PR
02.2020 - Current
Business Process Manager
Claro PR
04.2016 - 02.2020
Telemarketing Sales Manager
Claro PR
04.2014 - 04.2016
Operations Supervisor
Claro PR
10.2012 - 04.2014
BBA - Business Administration
University of Phoenix
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