MARÍA JOSÉ VILLANUEVA GIL
Calle Joaquin Valverde 267. San Borja.
Summary
Experienced Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement with ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
Work History
Supervisor Lead
Teleperformance Perú S.A.C.
12.2022 - Current
- Specialist supervisor at ACCM level, in charge of process management and supervisors of the organization in different business areas assigned by the client.
- Coordination, planning and direction of the staff in charge to comply with contractual metrics.
- Direct meetings with the client at ACCM level to discuss results and expansion proposals.
- Responsible for financial meetings and elaboration of action plans to increase the company's gross margin.
- Assigned to the expansion process of the company, as well as the certification of new personnel in conjunction with all responsible areas.
- Training and elaboration of development plans for administrative staff.
- Specialist in TOPS processes (quartilization of employees based on results, coaching, projections and other process tools at BPO level).
- Senior management decisions for hiring and downsizing, in conjunction with the human resources department and areas in charge.
- Responsible for favorable results that led to new hires by the client and the assignment of new business lines to the organization.
- Effective delivery of results throughout the management period and focus on growth and empowerment of human resources.
- Responsible for working within the margins established by Workforce Management for the correct coverage of staff by time slot.
Voice Channel Supervisor - United Health Care
Teleperformance Perú S.A.C.
01.2022 - 12.2022
- Supervision of daily operations and workload.
- Responsible for team-level operational management, feedback and coaching.
- Maintenance of contractual management indicators.
- Expert in certification and development of personnel for administrative functions.
- Analysis and follow-up of interactions at Quality Analyst level.
- Preparation of deltas and weekly follow-up of results obtained for the elaboration of action plans.
- Specialist in management indicators reporting, with an average of 18 KPI's for measurement periods.
- In charge of payroll process and compliance for bonuses.
- Expertise in handling outliers and achieving results.
Human talent development and empowerment of leadership and management skills. - Development of monthly projections through Glidepaths and process development tools for BPO channels.
International Medical Consultant
Teleperformance Peru S.A.C.
09.2021 - 01.2022
- Experience as a customer service agent specialized in the following lines: Medicare Advantage, Appeals Specialist, Dual Special Needs Plans, and Disenrollment line, expertise in Medicare and Medicaid accounts.
- Responsible for balance review, medical benefits, billings and medical claims.
- Advice regarding benefits of current plans, as well as medical coverage.
- Provided contact with medical providers and suppliers for management of specialists and primary care physicians as required by the members.
- Counseling regarding pharmacy procedures such as overrides, coverage level, co-payments and applicable co-insurance.
- Management of customer service and claims submission, appeals, prior authorizations and referrals.
Specialized Supervisor of Written Channels
Teleatento Del Perú S.A.C.
02.2021 - 09.2021
- Attending to fixed and mobile service inquiries for key account - Movistar Perú.
- Incomes of discounts, commercial treatments and SAR policy for customer loyalty.
- Attention to various procedures (service reconnections, change of ownership, temporary suspension at the customer's request, attention to digital receipt affiliation, transfer requests, cancellation of value-added services).
- Entry of requests for payment of overdue debts.
First level online fault attention, for referral to specialized attention channels. - Fiber migration and technological improvements for fixed services.
- Downsell migration of mobile services.
- After-sales follow-up and recontact actions for customer loyalty.
- Elaboration of the material to be exhibited for the weekly Daily, with reinforcement of procedures and updating of customer communications.
Commercial Manager - Entrepreneurship in Partnersh
ROUTE 57 S.A.C.
03.2019 - 12.2020
- Conducted market research and analysis to create detailed business plans on commercial opportunities, business development and expansion.
- Implemented systems and procedures to increase sales.
- Organized promotional events and interacted with community to increase sales volume.
- Application of the financial budget and cash margin for return per event calculations.
Economic Development Assistant Manager
Municipality Of Villa Maria Del Triunfo
10.2018 - 01.2019
- Planning, Organization, Management and Control of Activities of the Economic Regulation Management.
- Systematization of the Organization's Activities for the Annual Closing, as well as the Issuance of documentation to other Directorates and Municipal Managements.
- Socio-Economic Review and Opinion on the basis of Ordinance Projects, Decrees and Mayoral Resolutions, Agreements and Administrative Contracts.
- Socio-Economic Interpretation of the Legal Norms of District Regulation.
- Transfer Process of the Municipal Authorities (Management 2019 - 2020).
- Preparation of the 2019 Annual Plan and Participatory Budget.
- Constant communication with the Collectives and Neighborhood Units of the District.
Commercial Manager - Entrepreneurship in Partnersh
ROUTE 57 S.A.C.
03.2016 - 08.2018
- Entrepreneurship in commercial partnership through which a business related to fast food services and event services was carried out.
- In charge of stock management and elaboration process of the products.
- Channeling of commercial relationships to expand the network coverage.
- Cash management and business profit flow.
Consumer Health Care Consultant Representative
BOEHRINGER INGELHEIM PERU S.A.C.
04.2015 - 12.2015
- Establish and build strong commercial relationships with the different sales stakeholders.
- Handling of Exhibitions and Branding of the product line in the portfolio.
- Planning of periodic visits to the Client portfolio, for loyalty and product acquisition based on internal planners, talks and product training events.
- Propose and execute commercial activities for the achievement of loyalty objectives and increase of sales in the traditional channel.
- Monitoring, analysis and presentation of KPI's (coverage, effectiveness, rejections, volume and sales trends, stock).
- Stock management and turnover margins of the products in portfolio.
Sales and Service Advisor
Banco De Crédito Del Perú
01.2012 - 04.2015
- Management of the Bank's Active Product Portfolio (Credit Cards and Invoiced Lines, Debt Purchases, Cash and Parallel Lines, General Credit Range).
- Placement and transfer of passive products for Individuals and Legal Entities.
- Contact of write-off portfolio and potential clients
Cross-selling of active products and intangible services. - After-sales follow-up and customer loyalty
Management of management indicators, improvement activities and implementation of quality KPI's. - Management of Active Products for Corporate Banking: Working Capital, Leasing and Corporate Lines of Credit.
- Training new advisors in the use of applications and application entry.
- Tutoring and training to advisors in the induction process on the entity's policies and handling of critical clients.
Senior Financial Representative Guide
Banco Internacional Del Perú
01.2011 - 12.2011
- Placement of passive products for Individuals and Legal Entities.
- Advanced advice on investment instruments.
- Placement of Protection Plans, Insurance Plans and Protection Premiums offered by the Bank for Active and Passive Products, Complete Assistance Plans, Life and Accident Insurance.
- Responsible for 800 annual policies sold in Protection Plans.
- Responsible for the placement of 250% over the established agency goal.
Financial Representative
Banco Internacional Del Perú
05.2007 - 01.2011
- Operational Management (Exchange Operations, Factoring, Transactor application management and transactions in general).
- Commercial operations, placement of active products and retention of passive balances, entry of claims, post-sale follow-up.
- Worked closely with clients to determine goals and recommend appropriate services to maintain long-term relationships with account holders.
- Met with customers to assess needs, financial status and eligibility.
- Managed finances and overall business direction through solutions-oriented problem-solving.
- Discussed financial options with clients and provided informed suggestions.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
Education
MBA - Business Administration
International University of La Rioja
Spain11.2023
Business School Course - Negotiation And Conflict Management
ESAN GRADUATE SCHOOL OF BUSINESS
Lima, Perú12.2015
Diploma - Expert Diploma in Office Tools - Office For Busine
CIBERTEC
Lima, Perú08.2013
Advanced English Complete - English Certificate Course
Peruvian-British Cultural Institute
Lima, Perú04.2013
Bachelor of Science - Bachelor of Science in Economics
Federico Villarreal National University
Lima, Perú12.2011
Skills
- Leadership capacity
- Strategist
- Complex Problem-Solving
- Staff Management
- Negotiator
- Interpersonal communications
- Critical thinking
- Willingness to assist
- Time Management
- Communication and soft skills
Languages
English
Native language
English
Advanced
C1
Personal Information
Marital Status: Single
Date of Birth: 05/05/1989
Hobbies
I enjoy reading books, constant training, listening to music, singing and watching cult movies, as well as interpersonal relationships.
Timeline
Supervisor Lead
Teleperformance Perú S.A.C.
12.2022 - Current
Voice Channel Supervisor - United Health Care
Teleperformance Perú S.A.C.
01.2022 - 12.2022
International Medical Consultant
Teleperformance Peru S.A.C.
09.2021 - 01.2022
Specialized Supervisor of Written Channels
Teleatento Del Perú S.A.C.
02.2021 - 09.2021
Commercial Manager - Entrepreneurship in Partnersh
ROUTE 57 S.A.C.
03.2019 - 12.2020
Economic Development Assistant Manager
Municipality Of Villa Maria Del Triunfo
10.2018 - 01.2019
Commercial Manager - Entrepreneurship in Partnersh
ROUTE 57 S.A.C.
03.2016 - 08.2018
Consumer Health Care Consultant Representative
BOEHRINGER INGELHEIM PERU S.A.C.
04.2015 - 12.2015
Sales and Service Advisor
Banco De Crédito Del Perú
01.2012 - 04.2015
Senior Financial Representative Guide
Banco Internacional Del Perú
01.2011 - 12.2011
Financial Representative
Banco Internacional Del Perú
05.2007 - 01.2011
MBA - Business Administration
International University of La Rioja
Business School Course - Negotiation And Conflict Management
ESAN GRADUATE SCHOOL OF BUSINESS
Diploma - Expert Diploma in Office Tools - Office For Busine
CIBERTEC
Advanced English Complete - English Certificate Course
Peruvian-British Cultural Institute
Bachelor of Science - Bachelor of Science in Economics
Federico Villarreal National University
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