Oscar Josué Guerrero Fúnez
Tegucigalpa
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.
Overview
10
10
years of professional experience
Work History
Supervisor of Operations
RESULTS CX
12.2021 - 12.2023
- I worked for two LOBs which are Humana and Acadia (Healthcare Insurance)
- Analyzed and reported on key performance metrics to senior management.
- Completed bi-weekly payroll for 20 employees.
- Monitored front areas so that questions could be promptly addressed.
- Proactively identified potential problems before they escalated, addressing them swiftly and effectively to minimize negative impact on daily operations.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
Supervisor of Operations
STARTEK
01.2017 - 12.2021
- I worked for two LOBs which are Amazon Retail and Comcast West Division
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Developed and implemented training programs for new hires, improving overall team productivity and performance.
- Managed department payroll and employee time sheets reports for management review.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
Customer Service Representative
STARTEK
01.2014 - 01.2016
- Customer service agent for Netspend which was based on prepaid and debit cards (Financial institution)
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Elementary Education -
Saint Mary´s Episcopal School
High School Diploma -
Saint Mary´s Episcopal Scholl
Tegucigalpa, Honduras01.2011
Electrical, Electronics Engineering Technologies
CEUTEC
Tegucigalpa, Honduras2028
Skills
- Team Development
- Maintenance Oversight
- Staff Evaluation
- Recruitment and hiring
- Regulatory Compliance
- Decision-Making
- Operations Management
- Problem-Solving
- Strategic Planning
- Performance Management
- Project Management
- Schedule Management
- Data Management
- Project planning and development
- Management
- Maintaining Compliance
- Employee Motivation
- Client Relations
- Performance monitoring
- Customer Relationship Management (CRM)
- Delegation
- Sales background
- Case Management
- Operations Monitoring
- Performance Evaluations
- Incidents management
Id
0801-1993-17451
Birth
08/12/93
Programs
- Microsoft Office Certificate by the Educational Solutions Company
- Microsoft Office management: Excel, PowerPoint, Word, Access
References
- Indira Mejia, ICCE / Manager Supply, Honduras, 12/2021-12/2023
- Nadia Godoy, BIM / BIM Manager, 9939-1877, nmejia@icceconsul.com
- Jefry Guity, E4CC/ Teacher and Manager, 9851-5222
Languages
Spanish
Native language
Timeline
Supervisor of Operations
RESULTS CX
12.2021 - 12.2023
Supervisor of Operations
STARTEK
01.2017 - 12.2021
Customer Service Representative
STARTEK
01.2014 - 01.2016
Elementary Education -
Saint Mary´s Episcopal School
High School Diploma -
Saint Mary´s Episcopal Scholl
Electrical, Electronics Engineering Technologies
CEUTEC
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