Paola Gomez Silva
Team Manager
San José
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Team Leader
Bill Gosling Outsourcing
08.2023 - Current
- Spearheaded team performance using SMART goal frameworks, leading to a measurable increase in productivity and service quality.
- Provided structured, coaching-driven feedback processes, aligned with performance-focused methodologies.
- Implemented process documentation and playbooks to standardize operations and ensure consistency.
Floor Support / Coaching Specialist
Bill Gosling Outsourcing
03.2023 - 08.2023
- Delivered real-time guidance and assistance on operational tools and procedures.
- Identified performance trends, provided targeted coaching to address gaps, and tracked improvements via KPIs.
- Promoted cross-functional collaboration to facilitate swift resolution of escalated issues.
Collection Agent
Bill Gosling Outsourcing
07.2022 - 02.2023
- Managed customer accounts end-to-end, including negotiation of bespoke payment plans.
- Improved delinquency management through relationship rebuilding and operational tracking.
- Developed and maintained customer dashboards to monitor progress and resolution outcomes.
Education
Bachelor's Degree - Nutrition
Universidad Hispanoamericana
01.2022 - Current
Business Administration Technician - undefined
Universidad Fidélitas
01.2024 - Current
High School Diploma - undefined
Centro Educativo Adventista Bilingüe de Costa Rica
Skills
- Process Optimization
- Documentation
- Performance Management
- Data Tracking
- Data Analysis
- Team supervision
- Performance improvement
- Goal setting
- Coaching and mentoring
- Team motivation
- Key performance indicators
- People management
Certification
OpsMasters: Team Leader Onboarding Certification, Workday Learning, 2024-01-01
Additional Highlights
- Proven track record leading performance-driven initiatives in fast-paced, global service environments.
- Developed and maintained process documentation and checklists to support consistent operational execution.
- Actively participated in continuous improvement efforts, including team feedback systems and escalation management workflows.
Timeline
Business Administration Technician - undefined
Universidad Fidélitas
01.2024 - Current
Team Leader
Bill Gosling Outsourcing
08.2023 - Current
Floor Support / Coaching Specialist
Bill Gosling Outsourcing
03.2023 - 08.2023
Collection Agent
Bill Gosling Outsourcing
07.2022 - 02.2023
Bachelor's Degree - Nutrition
Universidad Hispanoamericana
01.2022 - Current
High School Diploma - undefined
Centro Educativo Adventista Bilingüe de Costa Rica
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