Jennifer Esmeralda Vásquez Castro
Operations Team Leader
Santa Tecla
Summary
Experienced with leading operations teams to streamline processes and improve productivity. Utilizes strategic planning to meet organizational goals and enhance team performance. Track record of effectively managing resources and resolving challenges to maintain operational excellence.
Overview
14
14
years of professional experience
7
7
years of post-secondary education
3
3
Certifications
Work History
Operations Team Leader
TELUS International
08.2022 - Current
- 3 years working for TELUS International as Operations Team Leader.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Optimized team performance, providing clear guidance and setting achievable goals.
Customer Experience Analyst
TELUS International
05.2019 - 07.2022
- 3 years working for TELUS International as Customer experience analyst.
- Monitored performance metrics to continually assess team effectiveness in delivering outstanding support.
English Teacher
Centro Cultural Salvadoreño Americano
02.2017 - 03.2020
- 3 years working as English Teacher for Centro Cultural Salvadoreño Americano.
- Developed innovative lesson plans to engage students in English language learning.
Customer Service Specialist
TELUS International
11.2016 - 04.2019
- 3 years working for TELUS International as Customer Service Specialist for voice, chat, emails.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Manager Assistant
Blackhawk Network
11.2015 - 11.2016
- 1 year working for Blackhawk Network.
- Assisted in the development and implementation of office policies and procedures, ensuring consistent adherence to established guidelines across all departments.
TOEFL Preparation Teacher
Instituto Especializado de Nivel Superior Centro Cultural Salvadoreño Americano
01.2016 - 05.2016
- 5 months teaching TOEFL preparation at Instituto Especializado de Nivel Superior Centro Cultural Salvadoreño Americano.
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
English Teacher
Funter
10.2015 - 03.2016
- 6 months as an English Teacher at Funter.
- Prepared and implemented lesson plans covering required course topics.
Customer Service Representative
Concentrix
01.2012 - 01.2015
- Three and a half years working for Concentrix, experienced leading retention calls, upselling cases, and customer service calls.
Teaching Practicing
Complejo Concha Viuda de Escalon
02.2014 - 10.2014
- 5 months teaching teenagers in Complejo Concha Viuda de Escalon.
- Worked well in a team setting, providing support and guidance.
Education
Bachelor of Science - Bilingual Education
Instituto Especializado De Nivel Superior Centro Cultural Salvadoreño Americano
San Salvador, El Salvador 01.2010 - 01.2016
High School Diploma -
Centro Escolar Católico Alberto Masferrer
Santa Tecla, El Salvador 05.2008 - 01.2009
Skills
- Time Management
- Team Work
- Planning- Teaching Skills
- Emotional Intelligence
- Critical Thinking Skills
- Leadership Communication
- Assertiveness
- Productiveness
- Detail Oriented
- Action Oriented Leader
- Analytical Skills
Certification
Ready, Set, Coach Training at TELUS International
Technology Experience
Intermediate level at Microsoft Office
Recommendation Letter
Department of Defense of The United States of America
Occupation
Operations Team Leader at TELUS International
Dui
04668628-4
Nit
0614-100892-106-1
Community Service
- Spanish-English Interpreter, City Mall Project, 2014
- Spanish-English Interpreter, Beyond the Horizon (USA Embassy), 2015
Personal Information
- Age: 32
- Date of Birth: 08/10/92
Timeline
Operations Team Leader
TELUS International
08.2022 - Current
Customer Experience Analyst
TELUS International
05.2019 - 07.2022
English Teacher
Centro Cultural Salvadoreño Americano
02.2017 - 03.2020
Customer Service Specialist
TELUS International
11.2016 - 04.2019
TOEFL Preparation Teacher
Instituto Especializado de Nivel Superior Centro Cultural Salvadoreño Americano
01.2016 - 05.2016
Manager Assistant
Blackhawk Network
11.2015 - 11.2016
English Teacher
Funter
10.2015 - 03.2016
Teaching Practicing
Complejo Concha Viuda de Escalon
02.2014 - 10.2014
Customer Service Representative
Concentrix
01.2012 - 01.2015
Bachelor of Science - Bilingual Education
Instituto Especializado De Nivel Superior Centro Cultural Salvadoreño Americano
01.2010 - 01.2016
High School Diploma -
Centro Escolar Católico Alberto Masferrer
05.2008 - 01.2009
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