ANA ROCIO GABRIELA BERMUDEZ DE WANG
San Roque De Barva
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering more than 14 years of extensive leadership experience managing successful teams. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Great written communication skills paired with excellent time management and leadership abilities.
Overview
17
17
years of professional experience
Work History
AWS CS Team Manager (TM)
Amazon Web Services
10.2022 - Current
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Technical Team Manager II
Sykes
10.2019 - 10.2022
- Improved employee performance, coaching and inspiring team members to achieve targets and prioritize appropriately.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Developed detailed plans based on broad guidance and direction.
Customer Service Team Lead
Sykes Costa Rica
06.2016 - 10.2019
- Improved team results by coaching under-performing team members.
- Aided team members with handling customer interactions by creating job aids and tools.
- Trained team members in correct procedures and successful customer service strategies.
Team Sales Manager
Sykes
02.2010 - 05.2016
- Analyzed sales performance and organized strategies to reach sales goals.
- Coordinated sales meetings to discuss targets, marketing campaigns, and strategy improvements.
- Helped team members move upward with ongoing training, mentoring, and development strategies.
- Corrected willingness performance with team members using training and disciplinary actions.
Sales Associate
Sykes
11.2007 - 02.2010
- Created great customer experiences with personalized sales support.
- Helped customers navigate for different options, discussed promotions and special offers to customers to increase sales.
- Met or exceeded individual sales goals and key performance indicators (KPIs).
Education
Six Sigma Yellow Belt Certification -
GE360
San Jose, Costa Rica04.2022
Six Sigma Green Belt Course -
GE360
San Jose, Costa Rica04.2022
Marketing Degree: Business Administration -
Universidad Dr. Jose Matias Delgado
Santa Tecla, La Libertad12.2008
High School -
Centro Cultural Salvadoreño
San Salvador, El Salvador12.2005
Skills
- Task prioritization
- Analytical thinking
- Performance coaching
- Team development
- Time management
Languages
English
Spanish
Timeline
AWS CS Team Manager (TM)
Amazon Web Services
10.2022 - Current
Technical Team Manager II
Sykes
10.2019 - 10.2022
Customer Service Team Lead
Sykes Costa Rica
06.2016 - 10.2019
Team Sales Manager
Sykes
02.2010 - 05.2016
Sales Associate
Sykes
11.2007 - 02.2010
Six Sigma Yellow Belt Certification -
GE360
Six Sigma Green Belt Course -
GE360
Marketing Degree: Business Administration -
Universidad Dr. Jose Matias Delgado
High School -
Centro Cultural Salvadoreño
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