Dayra Díaz
Santo Domingo, Dominican Republic
Summary
Senior Operations Leader with extensive experience in the outsourcing and offshoring industry, specializing in Customer Experience operations. Passionate about building top performing teams and driving operational excellence, with a strong track record of developing talent across all levels from new hires to tenured teams and emerging leaders. Currently serving as a Senior Operations Manager, where I lead a large scale operations by developing and executing strategies that optimize resources, improve performance, and enhance the overall customer experience. My focus is on delivering measurable results by aligning people, processes, and technology to consistently meet and exceed client expectations. I also oversee financial performance, budgeting, and workforce strategies to ensure operational goals and client commitments are successfully achieved.
Overview
11
11
years of professional experience
4031
4031
years of post-secondary education
Work History
Sr. Manager Customer Experience Operations
Alorica
Santo Domingo
07.2025 - Current
- Led cross-functional teams to enhance customer service delivery and operational efficiency.
- Developed strategic initiatives to improve team performance and employee engagement.
- Mentored non-tenure managers, fostering professional growth and enhancing leadership capabilities.
- Collaborated with different departments to align business objectives with operational strategies effectively.
- Managed a team of 100+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
- Coordinated with internal departments to ensure successful execution of projects according to timeline.
- Conducted regular performance review for direct reports to provide feedback on their work performance.
- Guided change management initiatives to ensure smooth adoption of new business practices.
- Facilitated team meetings and workshops to align on goals and strategies.
Manager Customer Service Operations
Alorica
Santo Domingo
02.2023 - 07.2025
- Managed team performance to ensure high-quality customer service delivery.
- Developed training programs to enhance employee skills and knowledge.
- Oversaw daily operations and ensured compliance with company and client policies.
- Collaborated with departments to implement process improvements and efficiencies.
- Analyzed customer feedback to identify areas for service enhancement.
- Coordinated scheduling and staffing to meet operational needs effectively.
- Led meetings to discuss performance metrics and strategic initiatives.
- Coached, mentored and trained team managers in order to improve their job performance.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Analyzed customer feedback data to develop action plans for improving KPIs.
- Established processes to ensure efficient workflow throughout the account.
Sr. Team Manager Customer Experience
Alorica
10.2021 - 02.2023
- Enforces the development of the supervisors' team by including establishing performance expectations, training, coaching and performance evaluation.
- Oversee performance and quality standard reviews to ensure outcomes to meet client expectations
- Oversees and reviews daily operational process to ensure results are reported accurately
- Manage financial and budgeting responsibilities of the operational support division
- Monitors monthly client billing. Track revenue plan and report variances on a monthly basis
- Implements innovative approaches to maximize efficiency and profitability
- Participate in meetings and help create new practices at local and regional level
- Guide and develop New Hire and Tenure teams to acquire the abilities needed to meet and exceed KPIs
- Oversee and develop Nesting support staff and align Nesting with production day to day duties
- Create, develop and deliver Nesting content
- Conduct triads with PTL's and Nesting support staff
- Update training material to ensure they are aligned to production and the client policies
- Supported different LOBs sharing best practices with agents and Team Manager
Team Manager Customer Experience
Alorica
Santo Domingo
12.2018 - 10.2021
- Led teams to deliver exceptional customer service experiences.
- Trained agents on operational procedures and company policies.
- Facilitated team meetings to discuss goals and performance standards.
- Monitored performance metrics to ensure service quality and efficiency.
- Motivated team members to consistently achieve or exceed performance expectations.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
Customer Service Representative
Alorica
Santo Domingo
09.2015 - 12.2018
- Assisted customers with inquiries, providing accurate information and solutions.
- Resolved customer complaints through active listening and effective communication techniques.
- Educated customers about products and services to improve their understanding and satisfaction.
- Handled high-volume calls while maintaining professionalism and empathy in every interaction.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Education
Clinical Psychology -
Universidad Autonoma de Santo Domingo (UASD)
English Inmersion Program -
MEESCyT
Languages
- English
- Spanish, Advanced
- English, Advanced
Certifications Courses
- First Aid
- Excel
- Events and protocol
Timeline
Sr. Manager Customer Experience Operations
Alorica
07.2025 - Current
Manager Customer Service Operations
Alorica
02.2023 - 07.2025
Sr. Team Manager Customer Experience
Alorica
10.2021 - 02.2023
Team Manager Customer Experience
Alorica
12.2018 - 10.2021
Customer Service Representative
Alorica
09.2015 - 12.2018
Clinical Psychology -
Universidad Autonoma de Santo Domingo (UASD)
English Inmersion Program -
MEESCyT