Max Sebastian Castro Salinas
Lima
Summary
Dynamic operations supervisor with proven expertise at Webhelp - Concentrix in team leadership and conflict resolution. Achieved high customer satisfaction through effective communication and quality assurance. Skilled in performance evaluation and coaching, fostering a culture of growth and accountability while enhancing operational efficiency. Committed to driving success through strategic planning and team development.
Positive, upbeat personality with knack for effective leadership and team collaboration. Well-versed in operational procedures and adept at utilizing project management and process improvement skills. Committed to driving operational efficiency and fostering productive work environment.
Operations professional with history of driving process improvements and enhancing team productivity. Known for fostering collaborative work environment and achieving operational targets. Skilled in strategic planning and resource management, ensuring adaptability to changing demands and reliability in execution.
Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, managing travel and expense reports, and transcribing minutes.
Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
2
2
years of professional experience
Work History
Supervisor of Operations
Webhelp - Concentrix
Lima
11.2024 - Current
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
- Ensured compliance with company policies, industry regulations, and safety standards in daily operations.
- Boosted employee morale by recognizing outstanding work efforts and providing regular opportunities for professional development.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Participated in recruitment efforts, interviewing potential candidates to ensure they were a good fit for the company culture and possessed necessary skills for success on the job.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Customer Service Representative
Webhelp
Lima
03.2024 - 10.2024
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Customer Service Representative
Teleperformance
Lima
10.2022 - 06.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Associate Of Engineering Science - Industrial Engineering
Universidad Peruana De Ciencias Aplicadas
Lima12.2025
Skills
- Team leadership
- Customer service
- Team development
- Conflict resolution
- Quality assurance
- Goal setting
- Coaching and mentoring
- Project management
- Regulatory compliance
- Program planning
- Six sigma methodologies
- Operational planning
- Task delegation
- Inventory control
- Performance evaluation
- Logistics management
Languages
English
Advanced (C1)
German
Upper intermediate (B2)
Portuguese
Intermediate (B1)
French
Beginner (A1)
Timeline
Supervisor of Operations
Webhelp - Concentrix
11.2024 - Current
Customer Service Representative
Webhelp
03.2024 - 10.2024
Customer Service Representative
Teleperformance
10.2022 - 06.2023
Associate Of Engineering Science - Industrial Engineering
Universidad Peruana De Ciencias Aplicadas