Luis Acuña Araya
Operations Team Leader
Summary
Professional with strong background in operations management and leadership. Skilled in optimizing processes, enhancing productivity, and driving team collaboration to meet organizational goals. Adept at adapting to changing business needs and ensuring consistent performance. Reliable, results-focused, and proficient in strategic planning, problem-solving, and team development.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Spanish Core, Customer Service Agent
Foundever
08.2019 - 05.2020
- Company Overview: Representative of Capital One Bank, focused on customer service for the credit cards area
- Frontline agent in charge to help the customers with their general concerns about credit cards and processes for example: Make a payment on the account, concerns about account statement, interests, credit cards replacement etc
- Representative of Capital One Bank, focused on customer service for the credit cards area
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Addressed customer account discrepancies and concerns.
Spanish Core, Training and Internship Program
Foundever
05.2020 - 05.2021
- In charge of teaching trainee's account processes
- Evaluating performance related to KPI's
- User creation follow ups
- Plus, administration duties as a backup team leader
- Focus on delivering product information and explanation about the processes to new hires on the training and internship stage that are 2 months to decrease the learning curve of agents with different materials that are provided to make easier and comfortable the calls management
- Analyzed problems and worked with teams to develop solutions.
- Sorted and organized files, spreadsheets, and reports.
Operations Team Leader
Foundever
05.2021 - Current
- Responsible for call and metric evaluations, reviews and follow ups, delivery of one-on-one sessions
- Action plan creation based on agents and account performance
- Creation of Performance Improvement Plans (PIPs) and disciplinary actions
- Analyzed operational performance with other Team Leaders to identify pain points and provide actionable solutions to management
- Regular administration duties: payroll reports (vacation, sick leaves, leave of absence), salary disputes, dismissals, resignations, agents requests, call auditory, contests, follow ups, calibrations, teaching methods, schedule changes, early report of inconsistencies, system issues etc
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Optimized team performance, providing clear guidance and setting achievable goals.
Education
BBA -
Universidad Internacional De Las Américas
San José, Costa Rica 05.2017 - Current
Skills
- Leadership skills
- Patience
- Excellent social skills
- Teamwork capability
- Prioritization skills
- Highly Organized
- Multitasking capability
- Effective time management
- Ability to work under pressure
- Microsoft Office Package
- Power BI
- Tableau Analytical
Timeline
Operations Team Leader
Foundever
05.2021 - Current
Spanish Core, Training and Internship Program
Foundever
05.2020 - 05.2021
Spanish Core, Customer Service Agent
Foundever
08.2019 - 05.2020
BBA -
Universidad Internacional De Las Américas
05.2017 - Current
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