YESICA ELIANA VERGARA
Santo Domingo Este
Summary
Experienced operations professional driving operational excellence and implementing innovative solutions. Skilled at fostering collaborative team environments and consistently delivering results. Demonstrated expertise in process improvement, project management, and strategic planning.
Overview
20
20
years of professional experience
Work History
Operation Supervisor
TLC Associates
07.2024 - Current
- Implemented data-driven decision-making techniques, improving overall operational effectiveness and profitability.
- Leveraged industry best practices to optimize workflow efficiencies and drive improvements in service delivery timescales.
- Conducted regular performance reviews evaluating team members contributions towards achieving organizational goals.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
Sales Closer
One Park Financial
07.2023 - 04.2024
- Collaborated with team members to strategize effective sales tactics, leading to increased team performance.
- Optimized lead qualification methods by refining processes for better identification of high-potential prospects.
- Strengthened client relationships through regular follow-ups and timely communication, securing repeat business.
- Boosted customer satisfaction rates by promptly addressing concerns and providing tailored solutions.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Negotiated prices, terms of sales and service agreements.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
Operation Supervisor
ENHANCED RESOURCE CENTER
11.2021 - 05.2023
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Motivated and trained employees to maximize team productivity.
- Managed internal operational standards and productivity targets.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Analyzed department metrics and performance and reported findings to management.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Completed bi-weekly payroll for 15 employees.
- Delegated tasks to administrative support staff to organize and improve team efficiency.
- Managed team itinerary and appointments and streamlined scheduling procedures.
- Organized meetings for team members and coordinated availability of conference rooms for participants.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Prepared and presented agenda for weekly business meeting in partnership with Client Success Department.
- Reported directly to client, attended to daily meetings to evaluate performance and provide updates.
- Facilitated strategy development and planned with cross-functional teams.
- Managed multidisciplinary team (tech support, implementation, customer service)
Operation Supervisor
CONTINUUM GLOBAL SOLUTIONS, Zona Franca de Isidro
11.2020 - 10.2021
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Motivated and trained employees to maximize team productivity.
- Managed internal operational standards and productivity targets.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Analyzed department metrics and performance and reported findings to management.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Completed bi-weekly payroll for 18-20 employees.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily/weekly team meetings to review performance, set targets, develop action plans and motivate staff.
- Motivated employees to excel remote work during pandemic.
- Managed multidisciplinary team (customer service, retention, tech support)
Operation Supervisor (Intern)
CONTINUUM GLOBAL SOLUTIONS, Zona Franca de San Isidro
11.2019 - 11.2020
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Motivated and trained employees to maximize team productivity.
- Managed internal operational standards and productivity targets.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Tracked company equipment, tools and technology to manage inventory.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Customer Service Specialist, Floor Support
CONTINUUM GLOBAL SOLUTIONS, Zona Franca de San Isidro
03.2018 - 11.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided backup support to supervisor for escalated calls.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped clients manage and reach individual goals, supporting independent progression and social skills.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative Agent
CONTINUUM GLOBAL SOLUTIONS, Zona Franca de San Isidro
10.2017 - 11.2019
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Met customer call guidelines for service levels, handle time and productivity.
- Updated account information to maintain customer records.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided support to company by receiving incoming customer service and retention calls and making detractor outgoing calls.
Access and Id Coordinator
AERODOM Siglo XXI, Aeropuerto Internacional Joaquín Balaguer
01.2007 - 01.2010
- Assisted with admissions process for new airport employees complying with security protocol.
- Trained new employees in airport security and safety policies to prevent incidents and security breach.
- Develop training material and evaluations to ensure safety and security in restricted areas.
- Managed access requests for temporary employees or visitors.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to manager.
- Collaborated with CESAC, airport operations team and airport security team to comply with international regulatory requirements.
- Provided staff training in preparing exceptional permits and how to handle access permissions and escalations.
Operation Officer
AERODOM Siglo XXI, Aeropuerto Internacional Joaquín Balaguer
01.2006 - 11.2006
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Verified compliance with best business practices throughout organization.
- Document daily activities managing computerized systems to track syslog.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
Customer Service Representative
AERODOM Siglo XXI, Aeropuerto Internacional Las
06.2005 - 01.2006
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Collaborated in performing public area audits for safety and security reason.
Security Officer
Ventura Cruz y Asociados, Aeropuerto, RD
03.2005 - 06.2005
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted regular patrols of key areas to spot and control security concerns.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
Customer Service Representative
AERODOM Siglo XXI, Aeropuerto Internacional Las
11.2004 - 01.2005
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Supported Customer Service department during peak season.
Education
MBA - Business Strategy
Pontífica Universidad Católica Madre Y Maestra, PUCMM
06-2025
Bachelor of Business Administration -
Universidad Del Caribe
2022
Skills
- Team Work
- Time Management
- Problem Solving
- Excellent Communication skills
- Customer services
- Leadership experience
- Work ethic
- Experience with product
- Process Improvement
- Business Development Understanding
- Policy and Procedure Implementation
- New Product Introduction Strategies
Websites
Languages
Spanish
Native language
English
Advanced
C1
Education
true
References
Glenny Tejada
Gerente Capacitacion, Aerodom
(809) 350-4166
Quedoloamer Vargas
Gerente Operaciones, Onepark
(809) 877-5927
Yleanna Luna
Former supervisor, ERC
(809) 614-8103
Timeline
Operation Supervisor
TLC Associates
07.2024 - Current
Sales Closer
One Park Financial
07.2023 - 04.2024
Operation Supervisor
ENHANCED RESOURCE CENTER
11.2021 - 05.2023
Operation Supervisor
CONTINUUM GLOBAL SOLUTIONS, Zona Franca de Isidro
11.2020 - 10.2021
Operation Supervisor (Intern)
CONTINUUM GLOBAL SOLUTIONS, Zona Franca de San Isidro
11.2019 - 11.2020
Customer Service Specialist, Floor Support
CONTINUUM GLOBAL SOLUTIONS, Zona Franca de San Isidro
03.2018 - 11.2019
Customer Service Representative Agent
CONTINUUM GLOBAL SOLUTIONS, Zona Franca de San Isidro
10.2017 - 11.2019
Access and Id Coordinator
AERODOM Siglo XXI, Aeropuerto Internacional Joaquín Balaguer
01.2007 - 01.2010
Operation Officer
AERODOM Siglo XXI, Aeropuerto Internacional Joaquín Balaguer
01.2006 - 11.2006
Customer Service Representative
AERODOM Siglo XXI, Aeropuerto Internacional Las
06.2005 - 01.2006
Security Officer
Ventura Cruz y Asociados, Aeropuerto, RD
03.2005 - 06.2005
Customer Service Representative
AERODOM Siglo XXI, Aeropuerto Internacional Las
11.2004 - 01.2005
Bachelor of Business Administration -
Universidad Del Caribe
MBA - Business Strategy
Pontífica Universidad Católica Madre Y Maestra, PUCMM
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