Gabriela Monge
Senior Operations Manager
Guatemala City
Summary
Highly motivated and results-oriented Senior Operations Manager with 8+ years of experience leading and developing high-performing teams in fast-paced, global environments. Proven ability to manage complex programs, implement efficient processes, and drive continuous improvement. Expertise in project management, data analysis, budget management, building strong relationships with cross-functional teams, and experience in launching new features and programs. Fluent in English and Spanish with basic French. US Visa holder, open to relocation.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Global Senior Operations Manager
TELUS International AI
Guatemala
11.2022 - Current
- Led a rapidly growing global team of 300 expert raters focused on Ads Quality Relevance across 14 countries, handling data in 12 languages and generating over $1.5M in monthly invoicing
- Oversaw all aspects of the program, including strategy alignment, results, finance, engagement, client management, project management, and building an efficient organizational structure
- Implemented efficient change management to keep pace with the program's highly experimental nature, with processes, guidelines, and training evolving daily
- Managed projects on one week cycles, ensuring timely and accurate data delivery to clients for their ML and LLM models
- Ensured regulatory compliance across all aspects of operations by staying current on industry standards while implementing necessary policies or procedures accordingly.
Senior Operations Manager
TELUS International AI
Guatemala City, Guatemala
01.2021 - 11.2022
- Launched and managed a program of 20 labelers (growing to 250 in 2 years) for the Brazilian market, ensuring high-quality video evaluation for the a short-video based social media platform payout program.
- Balanced quality and efficiency while adhering to Responsible AI measures.
- Reported results and action plans to clients weekly, ensured timely and SOX-compliant invoicing, and maintained healthy budgets and margins.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
Operations Manager
TELUS International
Guatemala City, Guatemala
02.2020 - 01.2022
- Managed a program of 250 agents and 7 direct reports, driving high performance and achieving double the program's growth and revenue within the first 4 months.
- Developed and implemented an attrition predictor algorithm that identified potential employee departures, leading to significant cost savings and improved retention rates.
- Successfully enabled a work-from-home model during the pandemic, ensuring program continuity and achieving high results within 3 days.
- Maintained healthy budgets and margins (EBITDA and gross)
- Implemented quality control systems to boost overall product consistency and reliability.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
Team Leader
TELUS International
Guatemala City, Guatemala
06.2016 - 02.2020
- Led a team of 15-20 agents, developing their skills, managing performance, and creating a highly engaged team environment.
- Developed automated reporting and dashboards to improve program visibility.
- Established a team lead onboarding system and performance management guidelines.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
Education
Specialization in Computer Science - Software Development
University of Minnesota
Minnesota, United States 05.2001 -
MBA - Master of Business Psychology
ESI School of Management
Guatemala City, Guatemala 05.2001 -
BBA - Business Administration And Management
ESI School of Management
Guatemala City, Guatemala 05.2001 -
Yellow Belt
Six Sigma
Guatemala City, Guatemala01.2019
Skills
- Leadership & Development
- Project Management (Six Sigma Certified)
- Budget Management
- Data Analysis
- Process Improvement
- Change Management
- Relationship Management
- Team Engagement
- Multilingual (English, Spanish, Basic French)
Timeline
Global Senior Operations Manager
TELUS International AI
11.2022 - Current
Senior Operations Manager
TELUS International AI
01.2021 - 11.2022
Operations Manager
TELUS International
02.2020 - 01.2022
Team Leader
TELUS International
06.2016 - 02.2020
Specialization in Computer Science - Software Development
University of Minnesota
05.2001 -
MBA - Master of Business Psychology
ESI School of Management
05.2001 -
BBA - Business Administration And Management
ESI School of Management
05.2001 -
Yellow Belt
Six Sigma