Carlos González

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Logistics Supervisor

lungo,

Dec 2024 - May 2025 (6 months)

• Evaluates performance against objectives and standards, identifying improvements and opportunities for optimization and digitalization. • Ensures regulatory compliance and conducts audits to ensure proper use of resources. • I Managed the productivity of my team; I distributed the workload to achieve in short term of time high impact results. • Supervises the execution of action plans and continuous improvement strategies. Provides constant feedback to teams to align them with operational excellence. • In charge of 2 Junior Supervisors. • Creation of new Reporting to keep a smooth and integrate operation. • Knowledge, comprehension, respect, and enforcement of all policies and procedures of IUNGO. • Administer, train, and develop

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Office Supervisor

Kawaisis Global,

Dec 2023 - Aug 2024 (9 months)

• Mentor and Guide new Operations Supervisors, which are brand new on account and guide them through the right processes to manage daily. • Managed projects for up to 15 to 30 employees • Creation of individual reporting and department, productivity, which are published in daily, weekly, monthly, and yearly performance. • Respond to the problems of the system; respond to questions in an opportune and highly efficient and opportune manner. . I Managed the productivity of my team; I distributed the workload to achieve in short term of time high impact results. • Establish a structure for organization in which responsibilities are delegated, that included but is not limited to training, support, and development of staff. • Administer, tr

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Customer Service Senior Team Leader

HCL Tech (Direct Energy),

Feb 2021 - Sep 2023 (2 years 8 months)

• Mentor and Guide new Operations Supervisors, which are brand new on account and guide them through the right processes to manage daily. • Managed projects for up to 15 to 30 employees • Creation of individual reporting and department, productivity, which are published in daily, weekly, monthly, and yearly performance. • Respond to the problems of the system; respond to questions in an opportune and highly efficient and opportune manner. • I Managed the productivity of my team; I distributed the workload to achieve in short term of time high impact results (Call Center Metrics Plus Sales Technics) • Establish a structure for organization in which responsibilities are delegated, that included but is not limited to training, support, a

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Real Time Analyst II

Telus (Uber),

May 2019 - Feb 2021 (1 year 10 months)

. In charge of Monitoring Real Time different queues in which the Workforce overseas provide proper support around the world. . Perform a constant audit to the different reports that shows the behavior of the different queues managed and which the Vendors had access to view and being able to provide the Call Drivers for the day. . Being in constant communication via Chat with the POC of each queue or Region to have better visibility of the Trends of the day. The Trends are added to the Report and are visible to everybody that has access to the Report. . Audit and send the daily End of Day Report for each queue. This Report includes the Call Drivers and Trends provided by the Vendors on the previous day. . Send on a weekly basis the End of W

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Compliance Auditor

Nearsol (Convergent),

Jul 2018 - May 2019 (11 months)

• Monitor randomly selected calls via various dialer softwares.by the compliance representative to review in one of two ways: Live Vox or FACS Kaliwa. • Ability to meet monthly call monitoring quotas. • Record scored calls via the Convergent Call Monitor Form. . Save all reviewed and scored call forms as a PDF copy in selected company share drives. • Send calls that result in compliance violations or need a coaching opportunity are sent to Operations Management along with Convergent Call Monitor Form • Log all failed calls or coaching opportunities on an Internal Corrective Action log for trending reporting. • Review all refund requests processed by the Bookkeeping Department to determine agent error. • Review Call Miner Reports for

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Sales and Customer Service Operations Supervisor

Conduent (AT&T),

Apr 2017 - Feb 2018 (11 months)

. Mentor and Guide New Operations Supervisors, which are brand new on account and guide them through the right processes handle daily. • Managed projects for up to 15 to 30 employees • Creation of individual reporting and department, productivity, which are published in daily, weekly, monthly, and yearly performance. • Respond to the problems of the system; respond to questions in an opportune and highly efficient and opportune manner. . I Managed the productivity of my team; I distributed the workload to achieve in short term of time high impact results (Call Center Metrics Plus Sales Technics) • Establish a structure for organization in which responsibilities are delegated, that included but is not limited to training, support, and de

Customer Service Operations Supervisor

Atento

Oct 2016 - Apr 2017 (7 months)

• Mentor and Guide New Operations Supervisors, which are brand new on account and guide them through the right processes to handle daily. • Managed projects for up to 15 to 30 employees • Creation of individual reporting and department, productivity, which are published in daily, weekly, monthly, and yearly performance. • Respond to the problems of the system; respond to questions in an opportune and highly efficient and opportune manner. • I Managed the productivity of my team; I distributed the workload to achieve in short term of time high impact results (Call Center Metrics Plus Sales Technics) • Establish a structure for organization in which responsibilities are delegated, that included but is not limited to training, support, a

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Customer Service Operations Supervisor

NCO Star Comunicaciones (T-Mobile),

Feb 2010 - Jul 2016 (6 years 6 months)

• Mentor and Guide New Operations Supervisors, which are brand new on account and guide them through the right processes to handle daily. • Managed projects for up to 15 to 30 employees • Creation of individual reporting and department, productivity, which are published in daily, weekly, monthly, and yearly performance. • Respond to the problems of the system; respond to questions in an opportune and highly efficient and opportune manner. • I Managed the productivity of my team; I distributed the workload to achieve in short term of time high impact results (Call Center Metrics Plus Sales Technics) • Establish a structure for organization in which responsibilities are delegated, that included but is not limited to training, support, a

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