Telsy Galdamez
Workforce System Manager
San Pedro Sula
Summary
Dedicated and results-driven professional with extensive experience in customer service, quality assurance, and team leadership roles. Proven track record of achieving operational excellence, ensuring exceptional customer satisfaction, and leading teams to success. Proficient in English and Spanish, with strong interpersonal and communication skills.
Overview
11
11
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Workforce Systems Manager
KM2 Solutions
04.2021 - Current
- Provide continuous support to TLM and Payroll teams, managing UKG ready system across six countries since implementation
- Lead the implementation of a new timekeeping system, including building, deploying, and training end users
- Maintained effective communication with stakeholders to ensure optimal functionality of UKG Ready across diverse locations
- Established and configured administrative settings tailored to each location's unique requirements
- Developed comprehensive training materials and provided technical support to departments, ensuring seamless operations.
Team Supervisor
KM2 Solutions
09.2019 - 04.2021
- Supervised teams in multiple projects, focusing on improving customer satisfaction and retention
- Conducted training for new hires on team policies and procedures
- Managed a team of 15+ employees, including scheduling and performance evaluations
- Resolved employee issues and disputes, leading to improved morale and reduced turnover rate
- Exceeded expectations for team-based metric improvement through effective leadership and weekly meetings.
Quality Assurance Analyst
KM2 Solutions
01.2018 - 09.2019
- Monitored service quality by evaluating agent calls and ensuring timely and accurate responses to callers
- Created and executed test plans to meet client expectations and improve satisfaction
- Conducted QA calibrations and provided actionable feedback to enhance customer service performance
- Performed regular audits to maintain compliance with company standards and improve departmental performance.
Debt Collector
KM2 Solutions
05.2017 - 12.2017
- Maintained detailed records of all collection activities, ensuring accuracy and timely reporting to management and clients.
- Negotiated payoff deadlines and structured payment plans to facilitate debt resolution
- Implemented customized payment plans based on debtor''s financial situation, increasing likelihood of full repayments over time.
- Provided exemplary customer service and addressed client inquiries and complaints with professionalism.
Inbound Customer Service Representative
Convergys Intelligent Contact
10.2016 - 04.2017
- Delivered exceptional customer service and technical support for SIRIUSXM Radio campaign
- Managed customer accounts and resolved inquiries and concerns promptly
- Provided basic technical support and promoted upsell opportunities to existing customers.
Quality Assurance Analyst
Allied Global BPO
07.2014 - 09.2016
- Ensured adherence to client procedures through agent evaluations and coaching
- Produced detailed reports summarizing agent evaluations for performance improvement
- Provided QA guidelines to new hires and evaluated trainees for readiness.
Customer Services Agent
Allied Global BPO
11.2012 - 07.2014
- Provided expert technical support for various client issues
- Achieved Level 3 status within the Executive Resolutions Department.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Conducted thorough research on client accounts for accurate information gathering and issue resolution.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
Education
Psychology -
Universidad Nacional Autónoma De Honduras
San Pedro Sula, Honduras 05.2001 -
Skills
Microsoft Excel
Microsoft PowerPoint
Cloud ComputingProject ManagementTroubleshootingCoachingSelf-managementLeadership
Attention to DetailReliabilityInterpersonal SkillsTeamworkWritten CommunicationOrganization SkillsAnalytical SkillsCertification
Debt Collector Certification, American Credit Acceptance
Timeline
Workforce Systems Manager
KM2 Solutions
04.2021 - Current
Team Supervisor
KM2 Solutions
09.2019 - 04.2021
Quality Assurance Analyst
KM2 Solutions
01.2018 - 09.2019
Debt Collector
KM2 Solutions
05.2017 - 12.2017
Inbound Customer Service Representative
Convergys Intelligent Contact
10.2016 - 04.2017
Quality Assurance Analyst
Allied Global BPO
07.2014 - 09.2016
Customer Services Agent
Allied Global BPO
11.2012 - 07.2014
Psychology -
Universidad Nacional Autónoma De Honduras
05.2001 -