Raquel Valdivia
North York ,ON
Summary
Seasoned and talented leader with 17 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with a strategic approach.
Overview
17
17
years of professional experience
Work History
OPERATIONS MANAGER
Foundever
08.2018 - 08.2023
- Managed a team of 150-200 members, overseeing 10-12 team leaders.
- Improved operational efficiency by streamlining processes and implementing cost-saving measures.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly. Hit a monthly net promoter score of 4.1 %and above month over month. (5 being the perfect score)
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Facilitated smooth collaboration between departments through clear communication channels.
COACH/Team Leader
Foundever
05.2014 - 08.2018
- Enhanced team performance by developing and implementing effective coaching strategies.
- Boosted player confidence through personalized training sessions and continuous feedback.
- Improved team cohesion by organizing regular bonding activities and fostering a supportive environment.
- Align team goals with broader objectives, ensuring team members understand their roles; effectively managing 18-20 team members month over month and hitting target NPS/ CSAT.
QUALITY ASSURANCE SPECIALIST
Foundever
01.2011 - 04.2014
- Regularly evaluate a minimum of 25 calls, assessing the quality of interactions between customer service representatives and customers through systematic evaluations of calls.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Analyze key performance indicators (KPIs) such as average handling time, first call resolution, and customer satisfaction scores to identify areas for improvement.
- Identify trends, patterns, and performance gaps based on metrics analysis, providing valuable insights for enhancing overall team efficiency.
- Overall SITE Quality score of 90% and above plus attained 100% audit requirement month over month.
TECHNICAL SUPPORT SPECIALIST
Foundever
09.2005 - 05.2011
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
- Resolved 20-30 technical support inquiries per day.
CLERK
Local Civil Registry Office
04.2005 - 08.2005
- Increased efficiency by streamlining filing systems and organizing important documents.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Collaborated with team members to complete tasks efficiently and meet deadlines.
- Enhanced office organization with regular maintenance of files, records, and inventory.
Education
Associate of Science - Global Business Management
Seneca College
North York, ON09.2023
Bachelor of Science - Social Work
Saint Louis University
Baguio Benguet Philippines04.2005
Skills
- Business Development
- Inventory Management
- Business Planning
- Customer Service
- Customer Retention
- Data Analysis
- Organizational Management
- Performance Monitoring
- Operations Oversight
- Client Relationships
- Performance Management
- Workflow Optimization
- Operations Management
Languages
English
Full Professional
Timeline
OPERATIONS MANAGER
Foundever
08.2018 - 08.2023
COACH/Team Leader
Foundever
05.2014 - 08.2018
QUALITY ASSURANCE SPECIALIST
Foundever
01.2011 - 04.2014
TECHNICAL SUPPORT SPECIALIST
Foundever
09.2005 - 05.2011
CLERK
Local Civil Registry Office
04.2005 - 08.2005
Associate of Science - Global Business Management
Seneca College
Bachelor of Science - Social Work
Saint Louis University
Similar Profiles
Dustin WalkerDustin Walker
Senior Operations Director at FoundeverSenior Operations Director at Foundever
Tafaranashe KadohwataTafaranashe Kadohwata
Customer Service Representative at FoundeverCustomer Service Representative at Foundever
Markeshia DavisMarkeshia Davis
PCA at FoundeverPCA at Foundever
María Fernanda Méndez ValerioMaría Fernanda Méndez Valerio
Customer Care Representative at FoundeverCustomer Care Representative at Foundever
KIM ALEXIS TARROSAKIM ALEXIS TARROSA
Laboratory Technician at High North LabortoriesLaboratory Technician at High North Labortories