Oliver Jose Vargas Carela
Santo Domingo Este,DR
Summary
Be part of a company in which I can put all my knowledge into practice, that gives me the opportunity to achieve all my set goals, and that offers me the opportunity to grow in the work, personal and intellectual area.
Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Field Coordinator Caribbean HUB
Storecheck S.A MEXICO
Queretaro, MEXICO
01.2024 - Current
- Identified potential risks associated with proposed projects prior to implementation.
- Recommended changes in existing protocols that would improve operational effectiveness.
- Evaluated performance of employees under their supervision in order to provide feedback and coaching.
- Coordinated field operations, including personnel and equipment.
- Supervised field staff on a daily basis, providing guidance and feedback as needed.
- Monitored project progress and identified areas of improvement or inefficiencies.
- Analyzed data collected from the field to identify trends, issues, and opportunities for improvement.
- Conducted research to determine best practices for field operations.
- Created reports summarizing project findings and results.
- Resolved conflicts between team members by utilizing effective communication strategies.
- Recruiting the Caribbean team in the Minor Antilles
- Staff monthly reinforcement training
- Payroll
- Quality Assurance Management
Senior Tech Support Supervisor
Altice Dominicana
Santo Domingo, Dominican Republic
12.2018 - 01.2024
- Supervisor de Tech Support platform B2C
- Quality assistance procedures and protocol customer service.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Tracked progress on projects and provided timely feedback to staff members.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Evaluated employee performance through periodic reviews and documented results accordingly.
Workforce - RTA Manager
Alorica SRL
Santo Domingo, Dominican Republic
01.2013 - 11.2018
- Managed +300 agents KPIs along with Real time analysis on performance with 10 supervisors and 2 Operation Managers
- Forecasting, scheduling, Allocation of agents, Managing intraday activities, Employee Engagement
- Scheduling, Allocation of agents, Supervising intraday activities, Employee Engagement
- Reporting analysis for management
- Ensure Ops is carried the most cost-effective way, best practice, oversee efficiency, Formulate Ops objectives, Monitor quality control
- Excellent Communication skills
- Created monthly reports for senior management summarizing operational performance metrics.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Provided leadership during times of organizational change or crisis situations.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Collaborated with other departments to ensure timely completion of projects within budget constraints.
- Monitored staff performance and addressed issues.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Workforce Supervisor
Converges (Xerox)
Santo Domingo, Dominican Republic
01.2007 - 01.2011
- Supervised 5 RTA analyst to monitor all Intraday activities in AM-PM shifts, assuring all KPIs and Allocation
- Great communication skills
Education
Brand Management; Aligning Business -
University of London (Coursera - Certification)
12.2023
Basic Accounting -
Innafotec
12.1999
Some College (No Degree) - Business Administration
UTESA (Universidad Tecnologica de Santiago)
Santo DomingoSkills
- Leadership
- Motivator
- Coach
- Organizer
- Conflict Resolutions
- Decision maker
- Workforce Solution oriented & Project Implementation
- 20 years' experience in B2B B2C industry
- Recruit, train and supervise staff & objectives
- Customer Service Specialist
- Advanced Microsoft tool experienced (Excel, Access, PPT)
- Work Planning And Scheduling
- Employee Discipline
- Evaluating Employee Work
- Complaint Handling
- Technical Support
- Customer Service And Assistance
- Client Support
- Client Service
- Quality Control Analysis
- Daily Workflow Improvement
- Process Monitoring And Improvement
- Employee Relations
- Continuous Process Improvement
- Staff Supervision
- Complaint Resolution
- Excellent Problem-Solving Capability
- Employee Supervision
- Employee Performance Management
- Employee Development
Languages
Spanish
First Language
English
Advanced (C1)
C1
Certification
Coursera
- Brand Management: Aligning Business, Brand & Behaviour
- Breakthrough obstacles to learning and discover your hidden potential
- Create charts and dashboards with Microsoft Excel
- How to persuade by playing with words, images and numbers
- The Science of Well -Being
References
References available upon request.
Accomplishments
- Supervised team of 121 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved the monthly objectives by completing survey tasks with auditors with accuracy and efficiency.
- Documented and resolved low productivity which led to reaching our goals in a timely manner.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
HybridOn-SiteRemoteImportant To Me
Work-life balancePersonal development programsHealthcare benefitsTeam Building / Company RetreatsPaid sick leaveCompany CultureCareer advancementTimeline
Senior Field Coordinator Caribbean HUB
Storecheck S.A MEXICO
01.2024 - Current
Senior Tech Support Supervisor
Altice Dominicana
12.2018 - 01.2024
Workforce - RTA Manager
Alorica SRL
01.2013 - 11.2018
Workforce Supervisor
Converges (Xerox)
01.2007 - 01.2011
Brand Management; Aligning Business -
University of London (Coursera - Certification)
Basic Accounting -
Innafotec
Some College (No Degree) - Business Administration
UTESA (Universidad Tecnologica de Santiago)
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