YESICA ELIANA VERGARA

Work History

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.

Summary

Overview

Work History

Operation Supervisor

Operation Supervisor

Operation Supervisor (Intern)

Customer Service Specialist, Floor Support

Customer Service Representative Agent

Access and Id Coordinator

Operation Officer

Customer Service Representative

Security Officer

Customer Service Representative

Education

MBA - Operations

Bachelor of Business Administration -

Skills

Websites

Languages

References

Work Availability

Profiles

Timeline

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