Indhira Martinez
Business Administration And Management
Santo Domingo,01
Summary
High-energy, results-oriented professional with over twenty years experience in the BPO industry vast expertise in Sales, Technical Support and customer experience. A passionate leader who has time and again demonstrated ability to drive business success through excellence in BPO management.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Director of Operations
KM2 Solutions
01.2022 - Current
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Defined, implemented, and revised operational policies and guidelines.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
Operations Manager
KM2 Solutions
5 2018 - 01.2022
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised over 300 operations staff members and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Introduced new methods, practices, and systems to reduce turnaround time.
Center Director
Vareltel
12.2016 - 12.2017
- Promoted positive company image and established reputation as provider of choice for educational programs in greater community.
- Oversaw daily operations, streamlining processes for increased efficiency and effectiveness.
- Enhanced center performance by implementing strategic plans and monitoring progress towards goals.
- Implemented data-driven decision making to improve overall center performance in key areas.
Senior Operations Manager
Advensus
01.2013 - 12.2016
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Enhanced customer satisfaction with implementation of effective communication channels and timely resolution of issues.
- Developed systems and procedures to improve operational quality and team efficiency.
Service Delivery Manager
Stream Global Services Inc.
01.2010 - 01.2013
- Developed systems and procedures to improve operational quality and team efficiency.
- Developed and implemented strategies to maximize customer satisfaction.
- Implemented quality control systems that boosted overall product consistency and reliability.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Operations Manager
Stream Global Services Inc.
01.2008 - 01.2010
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Developed and implemented strategies to maximize customer satisfaction.
Education
Business Administration Major -
Del Caribe University
Santo Domingo, 01 01.2013 - 05.2019
Skills
Strategic planning and execution
Strategic Planning
Process Improvements
Operations Oversight
Phone
829 962 4171
References
- Christopher Hales, Site Director, KM2 Solutions, 829 420 1825
- Mario Gomez, Founder, CALA Strategic Alliance Group, 829 471 1433
- Matthew Campbell, Operations Director, SKT Services, 570 441 5353
Training
- Six Sigma Green Belt Light Certification, 2013
- Operations Manager Leadership Academy, 2012
- Sales Management, 2012
- Financial Management BPO Industry, 2011
Timeline
Director of Operations
KM2 Solutions
01.2022 - Current
Center Director
Vareltel
12.2016 - 12.2017
Senior Operations Manager
Advensus
01.2013 - 12.2016
Business Administration Major -
Del Caribe University
01.2013 - 05.2019
Service Delivery Manager
Stream Global Services Inc.
01.2010 - 01.2013
Operations Manager
Stream Global Services Inc.
01.2008 - 01.2010
Operations Manager
KM2 Solutions
5 2018 - 01.2022
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