Yaidie M. Carrión Rivera
Bayamón
Summary
Seasoned Operations Manager and talented leader with 10+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
11
11
years of professional experience
Work History
Operations & Client Relationship Manager
LinkActiv, GFR Services
01.2017 - Current
- Manager of 250+ customer service and sales employees
- Responsible of both internal and external clients KPIs and organization contribution margin
- Responsible of leading the groups to ensure the best customer experience
- Identify performance gaps and establish action plans to ensure goals achievement
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
Senior Operations Supervisor
LinkActiv, GFR Services
01.2016 - 01.2017
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Responsible of a worldwide sales campaign
- Developed best practices for employees onboarding process and training
- Motivated and trained employees to maximize team productivity
Quality Assurance Senior Operations Supervisor
LinkActiv, GFR Services
01.2015 - 01.2016
- Conducted site level assessments on improvements needed to ensure best customer experience was delivered
- Supervised and developed a team of QA Specialists and Operational Trainers
Collector/Oriental bank
NCO Financial Systems of Puerto Rico
01.2012 - 01.2013
- Establish rapport and related to customers as part of the collection process
- Explained customers about legal consequences of the debts using easy to understand terms
Education
Master’s degree - Human Resources
Universidad Metropolitana de Bayamón
Bachelor’s degree - Communications & Journalism
Universidad Central de Bayamón
2014
Skills
- Bilingual
- Supervising & Leadership skills
- Computer Literate- Knowledge in Microsoft Office Programs
- Excellent skills of oral and written communication
- Understanding of customer and market dynamics
- Ability to prioritize and organize effectively
- Call Center Management
Timeline
Operations & Client Relationship Manager
LinkActiv, GFR Services
01.2017 - Current
Senior Operations Supervisor
LinkActiv, GFR Services
01.2016 - 01.2017
Quality Assurance Senior Operations Supervisor
LinkActiv, GFR Services
01.2015 - 01.2016
Collector/Oriental bank
NCO Financial Systems of Puerto Rico
01.2012 - 01.2013
Master’s degree - Human Resources
Universidad Metropolitana de Bayamón
Bachelor’s degree - Communications & Journalism
Universidad Central de Bayamón
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