Eliana Olaechea Dongo

Eliana Olaechea Dongo  new_releases

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Operations Manager · Remote Teams · Cross-functional Coordination
Zaragoza, Aragon, Spain

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Résumé


Jobs verified_user 15% verified
  • ergeon
    Associate Operations Manager verified_user Verified experience
    ergeon
    Oct 2025 - Current (1 year 1 month)
    Lead a team of 18 people across two functions — Installer Specialists and CX Operations Specialists — covering 12 East Coast states and managing 700+ active projects simultaneously, approximately 64% of the company's total active project volume.

    Key responsibilities and achievements:

    - Own end-to-end operational performance for all East Coast installation projects, monitoring KPIs and driving weekly accountability through public Slack channel reports
    - Established a structured performance coaching framework for underperforming team members — most recently bringing a region from 35% project completion rate and 35% installer capacity utilization to 70%+ completion and 100% capacity utilization within 3 weeks
  • ergeon
    Operations Team Lead
    ergeon
    Apr 2023 - Sep 2025 (2 years 6 months)
    Progressively took on expanding responsibilities across operations, process design, and cross-functional leadership over 2.5 years.

    Key responsibilities and achievements:

    - Managed a team of 6 Associate Team Leads across 10 US regions, each overseeing 3–5 Project Managers — ensuring regional health, KPI performance, and guiding team leads on people management
    - Led the operational launch of Ergeon's Home Depot retail partnership, designing the end-to-end workflow, SLAs, and escalation processes for a new and distinct lead type requiring higher priority handling
    - Turned around two underperforming regional teams (TX and GA) within approximately 6 weeks after being redeployed to Operations in Q4 2024
    - R
  • ergeon
    Project Manager Associate Team Lead
    ergeon
    Oct 2021 - Mar 2023 (1 year 6 months)
    Supported team leadership across a growing remote operations team, acting as a bridge between Project Managers and senior leadership to ensure alignment on priorities and proactive escalation of issues.
  • ergeon
    Senior Project Manager
    ergeon
    Oct 2020 - Sep 2021 (1 year)
    Managed end-to-end fence installation projects across residential and commercial accounts — including municipal clients and commercial properties — handling scheduling, scope changes, subcontractor negotiations, and customer communications across wooden, vinyl, chain link, aluminum, and steel fence projects.
  • ergeon
    Project Manager
    ergeon
    Jun 2019 - Oct 2020 (1 year 5 months)
    One of Ergeon's earliest Project Managers, managing the full post-sale project lifecycle: scope review, subcontractor assignment, pre-installation coordination, change order and pricing negotiations, installation scheduling, and final customer sign-off.
  • L
    Virtual Assistant & Project Coordinator
    Landscaping Landscaping
    Mar 2018 - Jun 2019 (1 year 4 months)
  • Johnson Law Group
    Virtual Assistant & Remote Customer Service Representative
    Johnson Law Group
    Aug 2015 - Jan 2018 (2 years 6 months)
Education verified_user 0% verified
  • Instituto San Ignacio De Loyola
    Associate's degree, Hotel and Restaurant Management
    Instituto San Ignacio De Loyola
    Jan 2014 - Jan 2016 (2 years 1 month)
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