Junior Almanzar Ventura
San Luis,Dominican Republic
Summary
Dynamic Operations Manager with a proven track record excelling in performance monitoring and data analysis. Skilled in optimizing productivity and enhancing customer service, I successfully led teams to exceed KPIs, driving significant improvements in service quality and operational efficiency.
Overview
13
13
years of professional experience
Work History
Operations Manager
Alorica Dominicana
Santo Domingo
11.2021 - 04.2025
- Managed client relationships and supervised operational performance, ensuring KPI compliance, and account sustainability.
- The main point of contact between the client and the operations team.
- Led the planning and execution of strategies to optimize productivity and service quality.
Monitored key metrics such as CESat, NPS, and response times, implementing continuous improvements. - Coordinated multidisciplinary teams to ensure project success.
- Prepared performance reports and presentations for senior management and clients.
Operations Team Manager
Alorica Dominicana
Santo Domingo
02.2021 - 11.2021
- Supervise a team of 16 agents, ensuring compliance with KPIs such as CESat, FCR, and AHT.
- Provide coaching, monitor calls, and optimize processes to improve efficiency and service quality.
- Manage performance reports, and handle escalations to ensure customer satisfaction.
Product Trainer
Alorica Dominicana
Santo Domingo
04.2019 - 12.2019
- Train new and existing agents on product knowledge, processes, and tools, ensuring efficient performance aligned with quality standards.
- Design training materials, conduct sessions, and provide individual coaching to enhance skills and KPI compliance.
Operations Team Lead
Conduent Dominicana
Santo Domingo
11.2011 - 10.2016
- Lead a team of 12 agents, ensuring compliance with performance, quality, and customer satisfaction KPIs.
- Provide coaching, monitor key metrics, and optimize processes to improve operational efficiency, and customer experience.
Education
Administración de Empresas -
Universidad Del Caribe
Santo Domingo04.2025
Preparacion Tecnica -
Instituto Politécnico Agropecuario Hainamosa
Santo Domingo EsteCisco Certified Network Associate (CCNA) -
Universidad APEC
Santo DomingoSkills
- Operations management
- Problem solving
- Customer service
- Performance monitoring
- Data analysis
References
- Juan Lopez, 809-765-3962
- Jamel Acosta Calderon, 809-722-0314
- Wilmar Rivera, 829-284-2356
Cedula
402-2334850-5
Timeline
Operations Manager
Alorica Dominicana
11.2021 - 04.2025
Operations Team Manager
Alorica Dominicana
02.2021 - 11.2021
Product Trainer
Alorica Dominicana
04.2019 - 12.2019
Operations Team Lead
Conduent Dominicana
11.2011 - 10.2016
Administración de Empresas -
Universidad Del Caribe
Preparacion Tecnica -
Instituto Politécnico Agropecuario Hainamosa
Cisco Certified Network Associate (CCNA) -
Universidad APEC
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