Fiorella Aguilar Chacón

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Delivery Operations Senior Analyst

accenture

May 2024 - Apr 2026 (2 years)

• Work in a high-volume operational environment focused on productivity, quality, and KPI achievement. • Support workflow coordination and operational performance monitoring. • Analyze operational trends and assist in process improvement initiatives. • Collaborate with cross-functional teams to resolve operational issues efficiently. • Prepare reports and performance updates using Excel and internal reporting tools. • Ensure compliance with operational procedures and quality standards.
Technical Support Team Leader

Concentrix

Jan 2018 - Jan 2024 (6 years 1 month)

• Supported daily operations in a fast-paced technical support environment. • Monitored productivity, attendance, customer satisfaction, and quality metrics. • Assisted with escalation handling and issue resolution while maintaining service standards. • Supported onboarding, coaching, and process guidance for team members. • Collaborated with operations and quality teams to improve workflow efficiency. • Maintained accurate documentation and followed established operational procedures.
Technical Support Agent

Concentrix

Jan 2016 - Jan 2018 (2 years 1 month)

• Provided chat-based customer and technical support in a high-volume environment. • Resolved customer inquiries while meeting productivity and quality expectations. • Followed standardized procedures and troubleshooting guidelines accurately. • Maintained detailed documentation and ensured data accuracy. • Managed multiple tasks simultaneously while maintaining attention to detail.
P

Judicial Assistant Intern

Poder Judicial

Jan 2015 - Jan 2016 (1 year 1 month)

• Supported administrative and documentation processes with high attention to detail. • Managed confidential information with professionalism and accuracy. • Assisted with records organization and document review tasks.

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Fiorella Aguilar Chacón

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