Jessica M. Rivera Albino
Naranjito
Summary
Executive leader with over 12 years of progressive experience in operations and team management. Specialized in process optimization, talent development and continuous improvement. DBA candidate in Management with expertise in human resources and organizational transformation. Professional with strong background in operations management. Skilled in optimizing workflows, improving efficiency, and leading high-performing teams. Known for effective problem-solving and adaptability in dynamic environments. Strong focus on team collaboration and achieving measurable results. Proficient in inventory management, process improvement, and staff training.
Overview
12
12
years of professional experience
1
1
Certification
Work History
OPERATIONS SUPERVISOR
Evertec Group LLC.
02.2020 - 01.2025
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Collaborated with cross-functional teams to develop innovative solutions for improving overall business performance.
- Optimized resource allocation through careful planning and monitoring of inventory levels, staffing needs, and equipment maintenance schedules.
- Collaborated with sales team to align operational capabilities with customer expectations, boosting client satisfaction.
SupervisorA, SERVICE Center
Evertec Group LLC.
06.2013 - 02.2020
- Led a multi-channel team of 17 agents, maintaining service metrics on compliance levels exceeding 95%.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Evaluated customer needs and feedback to drive product and service improvements.
Education
DBA - Management
Ana G. Mendez University
Gurabo, Puerto Rico06-2026
MBA - Human Resources Management
NUC University
Bayamón, Puerto Rico04.2020
Bachelor of Arts - Labor Relations
University of Puerto Rico
San Juan, Puerto Rico06.2006
Skills
- Strategic Leadership
- Team Management
- Project Management
- Resource Management
- Material Management
- Data Analysis
- Complex Decision Making
- Effective Communication
- Facilitation
- Teamwork
- Collaboration
- Adaptability
- Emotional Intelligence
- Conflict Management
- Empowerment
- Creativity
- Innovation
- Training Methodologies
- Operations management
- Training and mentoring
- Call center operations
- Performance monitoring
- Goal oriented
- Task delegation
- Attention to detail
- Staff supervision
- Employee motivation
- Team Training
- Leadership trained
- Staff training and development
- Employee development
- Customer relations
- Team building
- Public speaking
- Data analytics
- Budget administration
- Verbal and written communication
- Incident reporting
- Teamwork and collaboration
- Employee engagement
- Productivity management
- Adaptability and flexibility
- Technology
- Multitasking and organization
- Active listening
- Employee supervision
- Data entry
- Customer service
- Goal setting
- Microsoft office
- Coaching and mentoring
- Report writing
Certification
- Master Leader Certification in Transformational Coaching
- Life Coach – In process
- Project Management - Coursera
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
OPERATIONS SUPERVISOR
Evertec Group LLC.
02.2020 - 01.2025
SupervisorA, SERVICE Center
Evertec Group LLC.
06.2013 - 02.2020
DBA - Management
Ana G. Mendez University
MBA - Human Resources Management
NUC University
Bachelor of Arts - Labor Relations
University of Puerto Rico
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