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
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
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
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
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
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