Andrieth Bustamante
Team Lead – Operations
Tibás,SJ
Summary
Experienced Operations Supervisor with a solid track record of driving operational excellence and leading high-performing teams. Proven expertise in streamlining processes, optimizing workflows, and applying Lean Six Sigma principles to achieve measurable improvements in efficiency and service delivery.
Strong background in technical operations, with hands-on experience managing complex systems, resolving escalations, and ensuring seamless service continuity. Skilled in team leadership, strategic resource allocation, and project execution, with a demonstrated ability to adapt to evolving business needs. Recognized for fostering collaborative, results-driven environments and consistently delivering high-quality outcomes aligned with organizational goals.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
Work History
Team Leader
Movate
Heredia, Provincia de Heredia
09.2021 - 02.2025
- Participated in an internal project aimed at improving case resolution time, collaborating with teams from Poland, the USA, and the Philippines. Achieved a 60% increase in efficiency, reaching the target within three months and exceeding it by the fourth month.
- Successfully raised the account’s CSAT score from 2.1 to 3.0 within two months through consistent collaboration with fellow supervisors. Led case reviews, process assessments, call monitoring, and quality evaluations. By the third month, the team demonstrated the ability to reach a 3.6 out of 5 score in a highly demanding insurance account.
- Had the opportunity to lead several initiatives, including a key project aimed at improving account productivity and process efficiency. As part of a dedicated case review team, we identified critical feedback which was consistently shared during monthly leadership meetings. The initiative was launched after detecting major process deviations, where several agents were not following established procedures, causing workflow disruptions across the account.
- Had the opportunity to oversee the onboarding team, leading a group of newly hired agents by closely monitoring their performance metrics and providing weekly coaching sessions to support their development. Additionally, conducted targeted micro-trainings to address frequent knowledge gaps and reinforce key processes.
- Managed and resolved critical client escalations, ensuring timely and effective solutions while maintaining customer trust
Technical Support Specialist
Movate
Heredia, Provincia De Heredia
02.2020 - 09.2021
- Configured, troubleshooted, and maintained VOIP systems, ensuring optimal performance and effective communication across various channels
- Utilized helpdesk and ticketing systems (Salesforce, Jira, Zeus) to escalate and resolve technical issues, improving operational efficiency by 30%
- Actively resolved technical issues, including phone configurations and profile issues, enhancing customer satisfaction by 50%
Customer Service Representative
TP
Lindora, Escazu
03.2017 - 12.2019
- Documented, escalated, and scheduled follow-ups using Salesforce, improving operational efficiency by 50%
- Guided and educated customers on website specifications, troubleshooting technical issues, and improving customer satisfaction by 60%
- Received and managed claims, ensuring timely resolution and maintaining high service quality standards
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Associate of Science - Computer Software Technology/Technician
Universidad Cenfotec
San Pedro, SJ 01.2023 - 07.2026
Skills
Business continuity planning
Certification
Certified Lean Six Sigma Yellow Belt, CSSC.
Timeline
Certified Lean Six Sigma Yellow Belt, CSSC.
03-2025
Certified Lean Six Sigma White Belt, CSSC
02-2025
Certified Scum Master, Certiprof
12-2024
Certified CCNA, Cisco
10-2023
Associate of Science - Computer Software Technology/Technician
Universidad Cenfotec
01.2023 - 07.2026
Team Leader
Movate
09.2021 - 02.2025
Technical Support Specialist
Movate
02.2020 - 09.2021
Customer Service Representative
TP
03.2017 - 12.2019
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