Yocasta Viera Perez
BPO Industry Expert
Santo Domingo,01
Summary
Forward-thinking Senior Manager adept at managing teams of 500 employees with 53 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Talent Acquisition Sr Manager
Concentrix
Santo Domingo, Nacional
04.2023 - 07.2024
- Attraction of talent with a set of specialized skills with different complexity depending on the different clients the company manages
- Consistently met or exceeded annual performance targets set by senior leadership. 100% FIR, 85% New Hire Success.
- Budget control ensuring effective investments in the promotion of available jobs. Improvement of 30% budget control.
- Short and long term strategy to ensure the capacity and quality of hiring.
- Implemented and developed operational standards, policies and procedures.
Talent Acquisition Manager
Teleperformance
Honduras, Belice & Santo Domingo
03.2021 - 04.2023
- Implemented innovative sourcing techniques to identify passive candidates and expand talent pipelines for hard-to-fill roles.
- Collaborated with HR team members to ensure a seamless onboarding experience for new hires through effective communication and coordination of orientation programs.
- Developed strong relationships with hiring managers to better understand their needs, resulting in improved candidate selection.
- Increased the quality of new hires by refining job descriptions, setting clear expectations, and establishing performance metrics for success.
- Analyzed recruiting metrics to share reports and recommendations with stakeholders.
- Managed a high-performing talent acquisition team, fostering professional development opportunities, setting performance goals, and providing continuous support for success.
Operations Manager
Teleperformance
Santo Domingo, Nacional
01.2020 - 03.2021
- Worked with other functional areas to ensure effective workforce planning is implemented within the campaign
- Communicated with clients to discuss and resolve project-specific issues, opportunity areas, and best practices as necessary
- 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 and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
Quality Coordinator
Teleperformance
10.2018 - 01.2020
- Analyzed quality and performance data to support operational decision-making.
- Developed educational materials used to train staff on QA standards.
- Participated in continuous improvement initiatives through Lean Six Sigma methodologies, driving positive change within the organization.
Operations Supervisor
Teleperformance
10.2017 - 10.2018
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
Quality Assurance Analyst
Teleperformance
09.2016 - 10.2017
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
Quality Assurance & Training Analyst
Vixicom
01.2007 - 01.2013
- Part of a team that designed appropriate call tracking formats and quality standards
- Used statistical quality monitoring data to track performance for individuals and team levels
- Participated in client and customer listening programs to identify customer expectations and needs
- Provided actionable and trending data to the management team and internal support groups when necessary.
- Enhanced employee performance by designing and delivering targeted training programs.
- Monitored trainee progress using assessment tools and provided constructive feedback for continuous improvement.
Education
Bachelor of Arts -
PUCMM
Santo Domingo, 01 05.2024 - Current
Skills
Client relationships
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Certification
Green belt Lean six sigma
Software
Microsoft Office
Zendesk
Oracle
Timeline
Bachelor of Arts -
PUCMM
05.2024 - Current
Talent Acquisition Sr Manager
Concentrix
04.2023 - 07.2024
Talent Acquisition Manager
Teleperformance
03.2021 - 04.2023
Green belt Lean six sigma
06-2020
Operations Manager
Teleperformance
01.2020 - 03.2021
Quality Coordinator
Teleperformance
10.2018 - 01.2020
Operations Supervisor
Teleperformance
10.2017 - 10.2018
Quality Assurance Analyst
Teleperformance
09.2016 - 10.2017
Quality Assurance & Training Analyst
Vixicom
01.2007 - 01.2013
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