ERICKA W. RIVERA OSORTO
Operations Supervisor
Tegucigalpa
Summary
Results-driven Operations Supervisor with over 10 years of experience in customer service, quality assurance, and team leadership. Strong background in administrative computer science, workforce supervision, and process improvement. Bilingual professional (English/Spanish) with proven ability to lead teams, ensure service excellence, and support organizational goals.
Overview
23
23
years of professional experience
4
4
Certifications
1
1
Language
Work History
IT Field Practice
IMPREMA
01.2012
- - Computer setup, software installation, and technical support.
- - Basic server management (DHCP) and file administration.
Operations Supervisor
STARTEK
11.2023 - 03.2026
- - Led operational teams to achieve performance, quality, and productivity targets.
- - Monitored KPIs and implemented action plans to improve customer satisfaction.
- - Coached and developed team leaders and frontline agents.
Quality Advocate
STARTEK
01.2020 - 01.2022
- - Conducted quality evaluations and compliance audits.
- - Provided feedback and coaching to improve service standards.
Customer Service Specialist
STARTEK
01.2015 - 01.2020
- - Delivered high-quality customer support across multiple communication channels.
- - Consistently met service level agreements and customer satisfaction goals.
Production Supervisor
COSEM
01.2012 - 01.2013
- - Supervised production operations and staff performance.
Administrative & IT Roles
MULTINET, Café Internet S. de R.L
01.2003 - 01.2008
- - Managed daily operations, cash handling, and employee supervision.
- - Provided network administration, user support, and system maintenance.
- - Participated in recruitment, training, and IT documentation.
Education
Bachelor's Degree - Administrative Computer Science
UNAH
Honduras01-2012
Computer Technician - undefined
Instituto Técnico de Honduras
01-1995
Skills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Problem-solving
MS office
Data entry
Certification
- English–Spanish Bilingual | English Certification (UNAH – 9 Levels)
Timeline
Operations Supervisor
STARTEK
11.2023 - 03.2026
Quality Advocate
STARTEK
01.2020 - 01.2022
Customer Service Specialist
STARTEK
01.2015 - 01.2020
IT Field Practice
IMPREMA
01.2012
Production Supervisor
COSEM
01.2012 - 01.2013
Administrative & IT Roles
MULTINET, Café Internet S. de R.L
01.2003 - 01.2008
Bachelor's Degree - Administrative Computer Science
UNAH
Computer Technician - undefined
Instituto Técnico de Honduras