Post a Job Free
6 viewsTalent
Andoni G. — Mid-Level Operations and Training Manager from Mexico

Andoni G.

Mid-Level Operations and Training Manager

Mexico 3-6 years
Open to offersNew to Platform
Languages
EnglishSpanish
Video Introduction
No video introduction yet
The candidate has not added a video.
Contact information and social networks are private. Connect to unlock.
Hidden

About

Andoni G. is a result-driven Operations Supervisor and Training Specialist with robust experience in systems engineering and business administration. He has excelled in managing and leading high-performance remote teams while optimizing complex retail and e-commerce operations for Fortune 500 clients like The Home Depot. Proficient in Workforce Management (WFM), he enhances performance metrics such as CSAT, AHT, and FCR through data-driven coaching. Andoni's expertise includes leveraging CRM systems, resolving escalations in supply chain logistics, and technical troubleshooting. His tenure as a team manager with Cxperts has honed his skills in orchestrating onboarding processes and achieving 100% top-performer graduation rates. Andoni also boasts a rich background as a business owner, consultant, and store manager, emphasizing talent development and technology integration. His bilingual capability (Spanish and English) complements his technical acumen in customer experience enhancement.

Experience

  • Team Manager Apprentice & Training SME

    Cxperts - The Home Depot · 2024 — Present
    Oversaw daily operations and coordinated workforce activities for a high-volume e-commerce customer service program, including real-time metrics monitoring and administrative scheduling. Developed individualized coaching strategies based on Quality Assurance calibrations, focusing on CSAT, AHT, and First Contact Resolution. Managed the entire onboarding process for new hires and created training matrix programs, ensuring a high graduation rate of top performers. Handled complex escalations related to billing, logistics, and order discrepancies utilizing advanced CRM tools.

  • Customer Service Representative

    Foundever - Verizon · 2024 — 2024
    Facilitated inbound and outbound telecommunications interactions, focusing on account optimization and troubleshooting hardware/network issues. Executed cross-selling and upselling initiatives to enhance revenue through wireless plans and device services. Maintained detailed documentation of customer interactions in CRM platforms while ensuring compliance with data privacy policies.

  • Business Owner & Principal Consultant

    AG Solutions · 2020 — 2023
    Launched and managed a consulting firm that specialized in improving operational efficiency, optimizing processes, and executing corporate restructuring. Developed full-cycle recruitment strategies across various business units and designed training modules aimed at continuous workforce enhancement. Conducted analyses of business infrastructure to support the integration of software solutions and CRM systems.

  • Store Manager

    FEMSA · 2018 — 2020
    Supervised daily retail operations, managed inventory logistics, and maintained supplier relationships while achieving corporate performance metrics. Coordinated staff schedules and performed performance tracking and personnel onboarding; conducted coaching sessions that enhanced service quality and mitigated shrinkage. Handled daily cash management, including auditing procedures and security standards for asset protection.

Skills & Expertise

Supply ChainProduct DesignPerformance ManagementCustomer ServiceCustomer Service RepresentativeAdobe XD

Education

  • Bachelor of Science in Systems Engineering (Coursework Completed)
    UVM (Universidad del Valle de México)

Interested in this professional?

Sign in as an employer to save this profile or invite Andoni G. to a job.

Sign in as an employer