Gerardo Alfredo Sosa Flores

Antiguo Cuscaltan, La Libertad -- GERARDO ALFREDO SOSA FLORES OBJECTIVE KNOWLEDGE EXPERIENCE Become a successful Operations Manager, retribute my employer with outstanding results, eagerness to improve and learn, positive attitude and business engagement, learn from the best to continue my career development within the company. • English – Expert. • Windows and Mac Operating Systems. • Microsoft Excel and Word 2016 – Advanced. • Microsoft Access and PowerPoint 2016 – Intermediate . • Hardware and software computer maintenance and repair. • Google Drive, sheets and documents. STAFFING MANAGER – CONVERGYS [Mar 2015 – Apr 2016]. Proactively analyze, create, present, execute and report staffing plans for 4 line of business, managing a minimum of 350 employees. Performance point of contact for Bell Canada. Responsible for Productivity´s Gross Margin performance. OPERATIONS SUPERVISOR / TEAM MANAGER - CONVERGYS [Jul 2012 – Mar 2015]. Analyze, create, present, execute and report Performance Actions Plans led by our Key Performance Indicators for a minimum of 22 direct reports. Meet contractual obligations such as quality evaluations, coaching, following up with improvement plans, documenting trends and behaviors. Payroll. Enforce our code of conduct. Main accomplishments: Best Productivity Increase 2015. Site Director’s Reward 2014. Top Performer Team Manager 2013. Q1 Top Performer Team Manager – 2013. BUSINESS OWNER – PUPUSERIA VILLA ANTIGUA EXPRESS [Abr 2007 – up to date]. Motivate staff to achive unprecedented revenue results. Evaluate and analyse food quality, complete business process and employee performance. Update cash flow performance database. Create reports in Excel. Maintain excelent product quality while keeping variable and fixed cost down. SENIOR TECHNICAL SPECIALIST L2 - STREAM GLOBAL SERVICES [Apr 2010 – Jul 2012] Handle Escalations. Ticket Backlog Management. Issue Resolution Expert. Team Leader Back Up. Reporting. CUSTOMER SERVICE REPRESENTATIVE - TECH/CARE/SALES/RETENTION. [Oct 2005 - Jul 2010] Provide support to customer on regards to: Tech Issues: - No power/ No Post/ No Boot. - Operating System issues. - Internet connectivity problems. - Peripherals troubleshooting. - Email confirguration and troubleshooting. - Others. Customer Service: - Lost/Damaged Items on arrival. - Rebates, price adjustments and compensations - Order tracking. - Others. Retention: - System Exchange. - Compensations. - System Troubleshooting. - Return of Merchandise. - Others. Sales: Pagina 2 - Sale computer equipment, peripherals and accessories. - Order modifications and upsells. EDUCATION UNIVERSIDAD CENTROAMERICA JOSE SIMEON CANAS – LA LIBERTAD – INDUSTRIAL ENGINEERING. 2 years completed. COLEGIO SAN FRANCISCO – LA LIBERTAD – HIGH SCHOOL AMERICAN SCHOOL – LA LIBERTAD – ENGLISH COURSES. CONVERGYS – SAN SALVADOR – CONVERGY’S CALL CENTER LEADERSHIP MASTERY. INSAFORP – SAN SALVADOR – IMPROVE PRODUCTIVITY THROUGH EFFECTIVE LEADERSHIP INSAFORP – SAN SALVADOR – STAFF SELECTION - BUSINESS COMPETENCIES COMMUNICATION LEADERSHIP REFERENCIAS In Convergys I was given the opportunity to use and enhance my communication skills by making me responsible of the following duties: • Point of Contact with BELL Canada Telecommunications. • World wide call flow implementation onsite leader. • Co-facilitator – Convergys Leaders as Coaches training. As part of my development I had the priviledge to own and leader the following projects: • Start and expansion of a new line of business. • World wide call flow implementation onsite. • Creation and management of KPIs data base. • Stratigic resource maximizing plans. • Rewards and recognition. • Turn bottom performer teams into top performers. ING. JAVIER HIMEDE. Convergys –Business Process Manager. - ING. FERNANDO RIVAS. Universidad Centroamericana – Industrial Maintenance Mastery Director -, - ext 434 LIC. CARLOS RENE BONILLA. Co-Owner System and Technologies. - Pagina 3