Jennifer Sanchez Valdes

Operations Leader with 6 years of experience in BPO and multicultural environments. Proven ability in team management, continuous improvement, data analysis (Excel, Power BI, Agile methodologies), and client relationship building. Successfully defined and implemented key policies and procedures, overseeing the entire customer service lifecycle to consistently exceed expectations and deliver significant improvements. My collaborative leadership style fosters high-performing teams.

• Customer Care Regional Lead at Gurusoft (October 2023 - Present): Led the Customer Experience (CX) team, implementing initiatives to improve client satisfaction, analyzing and refining processes, fostering team development, and managing client complaints.
• Operations Manager at Teleperformance (June 2022 - June 2023): Led Operations Manager for multiple LOBs for Uber business in US&C with PPH billing model, responsible for the work environment, customer satisfaction and profitability of the LOBs, running weekly results-based reviews of the LOB to improve and develop high-opportunity, low-performing supervisors.
• Lead Manager at Teleperformance Guyana (March - May 2022): Led and motivated teams of 15–18 experts, fostering a culture of achievement and exceeding goals, developing future supervisors by training them to create action plans based on client KPIs and implement coaching methodologies, enhancing team communication and leadership, and transferring knowledge and skills to empower teams to manage pressure and create immediate contingency plans.
• Team Lead at Rebel Uber (December 2019 - Current): Responsible for communicating on time and creating strategies to meet the objectives of each KPI, analyzing the performance of each expert and developing an action plan to close the gaps, motivating, evaluating and developing through effective coaching, ensuring compliance with service levels through constant monitoring of productivity reducers and ensuring disconnection meshes for breaks and retraining, and monitoring interactions in real time and past, to ensure compliance with the established strategies.
• Bilingual Support Agent at Uber (March 2019 - Current): Providing support for clients located in the United States and Canada, maintaining a constant knowledge of the products, services and promotions to achieve the greatest customer satisfaction, and documenting and updating records in real time.
• Cultural Care Au Pair (January 2017 – March 2018): Developing English communication skills, conflict resolution skills, adapting to new environments with confidence and earning global awareness.

Universidad Jorge Tadeo Lozano Esp. Gerencia de Mercadeo 2024

Universidad De La Salle Profesional Finanzas y Comercio Internacional 2011 - 2026