Ania Briceño
La Ceiba ,Atlantida
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Experienced Office Management and experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
3
3
years of professional experience
4
4
Certification
Work History
Operations Supervisor
Teleperformance Honduras
Francisco Morazan , Honduras
2021.12 - 2022.08
- Motivated and trained employees to maximize team productivity.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Performed preventative maintenance and calibration on equipment and systems to prevent malfunctions and work obstacles.
- Analyzed department metrics and performance and reported findings to management.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
Document Support Specialist
Teleperformance Honduras
Tegucigalpa, Francisco Morazan
2021.02 - 2021.12
- Proofread filenames, titles and submittal details to streamline submittal and avoid rejection.
- Provided support for document controls and worked with contract documents.
- Pitched in to assist quality department with special projects and tasks.
Customer Service Associate
Caribbean Contact Center
La Ceiba , Atlantida
2020.06 - 2021.01
- Informed customers about special promotions, gathered personal details and provided detailed information for various services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Outbound Sales Agent
Caribbean Contact Center
La Ceiba, Atlantida
2018.09 - 2020.01
- Contacted customers to drive ongoing customer satisfaction and resolve issues and complaints.
- Used computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.
- Conducted outbound phone calls daily to reach potential clients and offered products and services.
Scheduling Agent
Dosys BPO & Contact Center
La Ceiba, Atlantida
2018.06 - 2018.08
- Made medical appointment phone calls daily to establish first contact with potential customers and set meetings.
- Entered daily data in computer systems and documented office activities.
Temporary Daycare Teacher's Assistant
Centro Psicopedagogico "Habia Una Vez"
La Ceiba, Atlantida
2017.06 - 2017.08
- Used coordination and planning skills to achieve results according to schedule.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Education
High School Diploma -
La Ceiba Bilingual School
La Ceiba, AtlantidaIntern - Human Resources Degree
Centro Universitario Tecnológico CEUTEC
La CeibaSkills
- Customer Relations
- Human resources
- Documentation and control
- Staff Management
- Analytical and Critical Thinking
- Scheduling
- Policy and procedure modification
- Database administration
- Workflow planning
- Google Workspace
Certification
- UNITEC Leadership Academy Certification
- CEUTEC Excellence Scholarship
- Quality Analyst Certification, Teleperformance Honduras
- Operations Supervisor Certification, Teleperformance Honduras
Languages
- English - Advanced Proficiency
- Spanish - Native Proficiency
Timeline
Operations Supervisor
Teleperformance Honduras
2021.12 - 2022.08
Document Support Specialist
Teleperformance Honduras
2021.02 - 2021.12
Customer Service Associate
Caribbean Contact Center
2020.06 - 2021.01
Outbound Sales Agent
Caribbean Contact Center
2018.09 - 2020.01
Scheduling Agent
Dosys BPO & Contact Center
2018.06 - 2018.08
Temporary Daycare Teacher's Assistant
Centro Psicopedagogico "Habia Una Vez"
2017.06 - 2017.08
High School Diploma -
La Ceiba Bilingual School
Intern - Human Resources Degree
Centro Universitario Tecnológico CEUTEC