I started working as a sales representative, keeping KPI and reaching goals, after 6 months I got promoted to Quality Analyst where I supervised quality performance for a 25-agent sales team within a financial services BPO campaign.

Evaluated customer interactions, delivered structured coaching, and developed

corrective action plans to improve KPIs.

Prepared and presented weekly performance and quality reports to the Operations

Manager (Mexico).

Partnered with leadership to align quality standards with operational goals and client

expectations.

Key Impact: Improved sales quality, reduced compliance errors, and supported

consistent team performance.

Delivered high-quality customer support for UnitedHealthcare members, with a focus on

elderly clients.

Explained benefits, billing, claims, and payment processes with clarity and empathy.

Maintained high customer satisfaction while meeting service-level metrics.

Led daily operations for a growing construction company, managing projects from intake through completion while ensuring quality, efficiency, and strong client satisfaction. Oversaw multiple workflows simultaneously, improving scheduling, coordination, and service delivery.

Core Competencies: Operations Management, KPI Tracking, Team Leadership (25+ FTE), Vendor Coordination, Quality Assurance, Client Experience, Reporting, and Property Operations Systems (Property Meld).

Additional Strengths: People-first leadership, strong cross-cultural communication, adaptability in fast-paced environments, and a continuous improvement mindset.

Key Responsibilities: Managed full lifecycle of construction and maintenance projects, including intake, quoting, scheduling, execution, and delivery. Coordinated with property managers to process work orders and ensure timely responses. Scheduled site visits and jobs using digital tools to maximize efficiency.

Supervised technicians and subcontractors, assigning tasks by priority and skill. Maintained communication with clients, vendors, and teams to ensure progress. Prepared estimates, monitored projects, resolved issues, ensured quality control, coordinated materials, handled invoicing, and improved processes to support growth.

Lead end-to-end operational workflows for maintenance services

across residential properties, ensuring SLA compliance, service

quality, and client satisfaction.

Act as primary operational liaison between property owners, tenants,

vendors, HOAs, and internal teams.

Coordinate and manage vendor networks (HVAC, plumbing,

electrical, roofing, general contractors), including estimates,

approvals, scheduling, and quality control.

Track work orders, documentation, and performance metrics using

Property Meld, maintaining accurate operational records.

Conduct six-month property inspections, generate operational

reports, and initiate corrective action plans.

Review and validate vendor invoices, supporting cost control and

operational transparency.

Manage customer service phone rotation and daily operational email

queues, resolving escalations efficiently.

Key Impact: Improved turnaround time, increased vendor

accountability, and strengthened client trust through consistent

operational follow-up.