Roberto Javier Santamaria Granadeño
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Director of Program Operations
El Salvador
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Director of Program OperationsContactLink Solutions LLCJun 2025 - Current (1 year 5 months)Currently leading Recruitment, Quality, Training, Workforce & Operations Departments for a global interpretation services provider, Contact Link Solutions, I oversee the end-to-end delivery of multilingual support programs, ensuring service quality, compliance, and efficiency across all platforms (OPI, VRI, and onsite). I am passionate about building high-performing teams, scaling service delivery, and driving continuous improvement through data-driven decision-making and client-centric strategies.- Operations ManagerContactLink Solutions LLCMar 2025 - Jul 2025 (5 months)Acting as the Operations Manager, I was responsible for:
Setting Up All New Program Processes: Create and document all internal procedures for a brand-new program.
Managing budgets: Implement budgeting strategies to save money.
Hiring Staff Members: Responsible for creating the Staff Hiring Process and the different assessments to make the final decision in hiring QA´s, TL´s & Supervisors.
Create all New Program Reports: Create all reports in MS Excel for the New Program, starting from the roster & All KPI´s Reports.
Communicating: Communicate changes in order processes to relevant parties
Ensuring compliance: Ensure health and safety regulations are followed
Supporting the CEO: Support the CEO & C-Suite T - Operations ManagerOne World Global Services LLCAug 2024 - Jul 2025 (1 year)Acting as the Operations Manager, I was responsible for:
Setting Up All New Program Processes: Create and document all internal procedures for a brand-new program.
Managing budgets: Implement budgeting strategies to save money.
Hiring Staff Members: Responsible for creating the Staff Hiring Process and the different assessments to make the final decision in hiring QA´s, TL´s & Supervisors.
Create all New Program Reports: Create all reports in MS Excel for the New Program, starting from the roster & All KPI´s Reports.
Communicating: Communicate changes in order processes to relevant parties
Ensuring compliance: Ensure health and safety regulations are followed
Supporting the CEO: Support the CEO & C-Suite T - Operations ManagerGlass Mountain BPOMay 2022 - Jun 2024 (2 years 2 months)The Operations Manager is responsible for executing the
strategies established by the account, through planning,
coordination, and motivation of Supervisors under his charge,
with the aim of providing quality service that meets the
standards of the account. He also is responsible for maintaining
constant communication with the client.
Main Responsibilities for the role:
- Delivers on all goals and metrics as described in the client's
SOW/SLA, ensuring the alignment of all team members through
clear objectives and action plans under the SMART Goals.
- Develops and implements all necessary actions and remediation
items aimed at improving all performance gaps, including the
management - Reservations Specialist & AirBnB PrimeDharma Home SuitesSep 2019 - Apr 2022 (2 years 8 months)Manage all AirBnB Listings for all properties and apartments managed by Dharma Home Suites, within the different facilities in Jersey City & Miami.
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Act as the First Point of Contact within Dharma Home Suites and AirBnB.
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Manage all iniquiries, claims, reviews, disputes within each of the 125 listings in AirBnB.
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Addressed customer complaints and product issues, referring to relevant departments for swift resolution.
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Prepared accurate Rental Agreement folders with all required documentation and information.
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Conducted market surveys to obtain information on competitor activity, product pricing and sales approaches.
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Reviewed and qualified each customer using company rental r - Reservations DeskDharma Home SuitesMar 2019 - May 2022 (3 years 3 months)Dharma is a top level temporary housing provider back by a bright, multicultural staff, top-level service, and ultra-comforting accommodations. Throughout the years we have worked hard to achieve high levels of customer service, growing eco-friendly housekeeping and verified quality!
Our commitment to our guests is backed up by several nominations, including Corporate Housing Company of the Year in 2016 & 2017 by CHPA (Corporate Housing Providers Association). Our wellness-centered philosophies have also earned us the nomination of “Green Company of the Year” and “Corporate Housing Company of the Year” by FEM ( Forum for Expatriate Management).
Rated #1 on TripAdvisor in Jersey City and #5 in Miami
As a comp - Operations Team ManagerTELUS International Central AmericaMay 2014 - May 2018 (4 years 1 month)Be responsible for deployment of resources, coaching, performance management, hiring, etc.
for the assigned team. Liaise with several internal departments, including Client Experience
(CE), Training, Strategic Planning, National Operations, and Human Resources (HR). This
position requires people leadership skills, team work, innovative thinking and strong
execution skills.
Supporting our team means having the people focus and spirit to lead strongly in changing
and ambiguous settings. Have the ability to develop highly effective relationships at all levels
Demonstrated ability to lead, train, coach and motivate a team to effectively increase
performance results and achieve desired results
Ability - Team LeaderBenson CommunicationsMay 2009 - May 2014 (5 years 1 month)Over-all accountability for building a market-leading team via world class talent
management, coaching and inspirational leadership.
Provide accurate, relevant and timely management information on the performance metrics
for the business in order to facilitate effective business planning, forecasting and resource
allocation
Maintain high levels of customer satisfaction by leading the team to drive real and long
standing business value and to make Angles Communications referenceable
Act as a strong ambassador for Angles Communications and uphold the values and
behaviors of a senior leader in the business and throughout the extended community.
Developed Skills:
● Effective Leadership: Demonstr - ATier 2 Resolutions - Baggage DepartmentAtento CentroaméricaJun 2008 - May 2009 (1 year)The main objective of the customer service representatives for the Baggage & Cargo
Department is to efficiently provide accurate and high quality solutions to consumers under
stipulated policies and procedures, offering support and answering inquiries by telephone or
via email. Manage Escalated calls or cases and provide a resolution based on the guides and
policies for the company.
Task to complete on the role:
Answer incoming calls from consumers who asked for their cases to be escalated.
Contact consumers, vendors, partners or any other party when required.
Listen and identify the root of the cases, interact with the customer on the phone, online
networks and / or email, and solve
Education
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- Equivalencias 5to Año Ingenieria Eletrónica y Telecomunicaciones, Ingeniería eléctrica y electrónicaUniversidad Dr José Matías DelgadoJan 2010 - Dec 2013 (4 years)
- 4 Año Ingenieria en Telecomunicaciones, Ingeniería eléctrica y electrónicaUniversidad Don BoscoJan 2005 - Dec 2009 (5 years)
- Bachelor of Technology - BTech, NetworkingCisco Networking AcademyJan 2003 - Dec 2004 (2 years)
- DTecnico Programador y Analista de Sistemas, Informática, comunicaciones y servicios de asistenciaData Systems ComputadorasJan 1998 - Dec 2000 (3 years)