Joquebeth Espinoza Vega
Operations Team Leader
San Juan,SJ
Summary
Operations and Project Lead with 3+ years of experience driving cross-functional operational projects, partner-facing service delivery, and performance improvement initiatives in global, fast-paced environments. Proven ability to lead complex initiatives from planning through execution, manage stakeholder and partner relationships, analyze operational data to identify root causes, and implement scalable process improvements. Strong background in escalation management, KPI oversight, training enablement, and continuous improvement to ensure reliable service delivery and exceptional customer experience.
Overview
3
3
years of professional experience
Work History
Operations Team Leader
Movate
02.2023 - Current
- Led major cross-functional operational initiatives from analysis through execution to improve service delivery, reliability, and customer experience across support operations.
- Acted as the central point of contact for complex operational and customer escalations, coordinating with multiple internal teams and external stakeholders to drive timely resolution.
- Managed performance oversight through KPIs and service metrics, consistently exceeding customer satisfaction targets:
ASAT: 93.1% average (Target: 90%)
CES: 79.8% average (Target: 74%)
LTSA: 78.4% average (Target: 75%) - Analyzed operational data, recurring service failures, and workflow gaps to identify root causes and develop actionable improvement recommendations.
- Partnered closely with internal leadership, quality, training, and technical teams to implement process changes and special initiatives impacting service delivery.
- Provided guidance and mentorship to team leads and specialists, supporting complex issue resolution and strengthening project execution capabilities.
- Supported departmental planning by identifying capacity risks, workflow bottlenecks, and efficiency opportunities across operations.
Operations Team Leader
Foundever
06.2022 - 02.2023
- Conducted operational audits and call reviews to identify recurring failure patterns, cost drivers, and inefficiencies impacting service performance.
- Translated analysis into standardized workflows, updated documentation, training workshops, and refreshers to ensure consistent adoption of changes.
- Supported pilot initiatives for new processes and tools, measuring impact and effectiveness prior to broader rollout.
- Collaborated with cross-functional stakeholders to ensure alignment on scope, timelines, and operational readiness.
- Mentored team members, providing guidance on best practices and performance improvement strategies.
- Oversaw daily operations, ensuring adherence to company standards and efficiency in workflow.
Customer Service Representative
Foundever
01.2022 - 06.2022
- Supported customer-facing and after-sales service operations in structured, high-volume environments.
- Identified disorganized workflows and partnered with leadership to improve process clarity, documentation, and execution.
- Maintained strong attention to detail, accuracy, and service quality in operational delivery.
Education
Bachelor of Engineering - Systems Engineering
Universidad Fidélitas
Granadilla, San José12-2027
High School Diploma -
Colegio Superior De Señoritas
San José, Costa Rica12-2019
Skills
- Project Coordination & Support
- Process Improvement & Standardization
- Timeline & Deliverables Tracking
- Risk Identification & Escalation
- Cross-functional Communication
- Documentation & Status Reporting
- Meeting Coordination & Follow-ups
- Data Analysis & Pattern Identification
- Stakeholder Management
- AI Tools (ChatGPT for summarization, drafting & analysis)
- Tools: Outlook, Teams, Excel, PowerPoint, internal trackers
Timeline
Operations Team Leader
Movate
02.2023 - Current
Operations Team Leader
Foundever
06.2022 - 02.2023
Customer Service Representative
Foundever
01.2022 - 06.2022
Bachelor of Engineering - Systems Engineering
Universidad Fidélitas
High School Diploma -
Colegio Superior De Señoritas