Francco A.
Senior Operations Manager
Open to offersNew to PlatformAbout
Francco A. is a seasoned operations professional with over 14 years of experience in leading customer service teams, sales operations, and process improvement in multinational BPO environments. Since June 2023, he has excelled as a remote Intake Coordinator for a U.S.-based law firm, managing client onboarding, documentation, and case triage. His bilingual proficiency in Spanish and English enhances his ability to lead teams and engage in effective performance coaching and data-informed decision-making. His competencies include Client Intake & Onboarding, Customer Service Leadership, and Process & Workflow Optimization. In previous roles at Remitly Nicaragua and SITEL Nicaragua, he led customer service teams, developed strategies to enhance customer satisfaction, and ensured compliance with company standards. His educational background in Systems Engineering from Universidad de Managua, combined with certifications from the American Nicaraguan School and California State University, highlights his commitment to continuous learning and professional growth.
Experience
Intake Coordinator
U.S.-based Law Firm · 2023 — 2026Coordinate client onboarding processes, manage documentation, and perform case triage while maintaining organized filing systems for both physical and digital documents. Ensure effective communication by directing phone calls, responding to emails, and acting as a liaison among staff, clients, and vendors. Facilitate scheduling by managing calendars, coordinating meeting logistics, and sending reminders. Accurately enter and update data in systems or spreadsheets, maintaining client records and preparing various reports and documents. Draft and edit letters and reports while managing printing and distribution of sensitive information. Provide customer service by greeting visitors, resolving inquiries, and maintaining a professional office presence. Assist with administrative tasks including project coordination and basic bookkeeping activities.Team Manager/QA Analyst
Remitly Nicaragua · 2017 — 2023Lead and motivate customer service representatives while monitoring team performance and providing feedback. Conduct training sessions for new hires, ensuring clear performance goals and expectations. Manage customer experience by overseeing quality interactions, handling escalated complaints, and developing strategies for satisfaction and retention. Track key performance indicators (KPIs) and prepare reports for management that identify trends and opportunities for improvement. Implement customer service policies, streamline workflows, and collaborate with other departments to address recurring issues. Create team schedules and manage workloads while ensuring productivity standards are met. Review customer interactions for quality assurance, provide coaching based on evaluations, and maintain compliance with company standards.Team Manager/QA Manager
SITEL Nicaragua · 2011 — 2017Direct and support customer service representatives by monitoring performance and providing necessary feedback. Facilitate onboarding and training sessions to instill clear performance goals. Oversaw customer interactions to ensure high-quality standards while managing escalated complaints and developing retention strategies. Analyze key performance indicators (KPIs) to inform management reports and identify areas for enhancement. Establish customer service policies, improve operational workflows, and work cross-functionally to resolve issues. Schedule team members effectively while ensuring adequate coverage and monitoring productivity. Conduct quality assurance reviews and offer coaching based on observed interactions, ensuring adherence to company protocols.
Skills & Expertise
Education
- Bachelor of Systems EngineeringUniversidad de Managua · 2005 — 2012
- High School DiplomaLiceo Cristiano Alfa y Omega · 1998 — 2000
- Secondary EducationColegio Bautista Managua · 1996 — 1998
Interested in this professional?
Sign in as an employer to save this profile or invite Francco A. to a job.
Sign in as an employer