Marianela López Soto

Team Manager with more than 8 years of experience in the call center and customer service area. With great ability to manage high performance teams, leadership, adaptability to change, communication, management and development of strategies to meet and exceed expectations in compliance with the company's KPIs.

Team Manager, AMAZON –  2022-2023

Functions:

• Provide regular, formal & informal feedback to direct reports 

• Identify and help implement process-related improvement using methodologies such as Kaizen.

• Support hiring and training of new Associates.
• Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis.
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.

Team Leader, Concentrix, San José –  2021-2022

 Functions:

• Responsible for the day-to-day supervision of a group of call center associates, including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved  at a minimum weekly.
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
• Communicate expectations to employees and provide timely updates.
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.

Team Manager, SYKES Latinoamérica, San José –  2012-2019.

Functions:

• Leader of high-performance teams (20 - 25 employees).

• Responsible for preparing the strategic plan to achieve the objectives of the area's KPIs.

• In charge of the Onboarding program for first-time employees.

• Coordination manager with other departments to meet the specific needs of each employee: payroll, vacations, leave without pay, among others.

• Responsible for promoting and encouraging the development of the talent of the collaborators under my charge.Achievements:

• Design and implementation of strategies to improve customer satisfaction metrics, going from 75% to 86% improvement in surveys.

• Design and implementation of a talent retention plan focused on employees between 0 to 3 months of joining the company, achieving a 40% reduction in staff turnover.

Insurance Broker  2023 - 2024

Functions:

• Responsible for advising clients about the best insurance options available in the market

.• Provide quotes and comparative tables so that the client can make the best decision.

• In charge of carrying out risk analysis in companies.

• Bachelor  Business Administration
       (UJPII) Ongoing
• Insurance Specialist   (UJPII) 2024
• High School diploma 2004