Salesforce
Javier Martinez
Guatemala
Summary
Dynamic professional with 10+ years of BPO experience, excelling in operations management, financial modeling, and cost optimization. Proven ability to drive business growth through process improvement, team leadership, and cross-functional collaboration (Sales, Solutions, Transition, Transformation, Legal, HR). Certified Lean Six Sigma Green Belt, skilled in financial analysis, cost justification, and delivering results under tight deadlines. Fluent in English (C1) with excellent communication and project management skills.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Sales Manager
Superior Biz Solutions
10.2024 - 12.2024
- Experienced Sales Manager in B2B sales, specializing in lead generation, client portfolio management, and business development for startup companies and American clients
- Skilled in CRM management, sales forecasting, and KPI tracking, with a proven record of surpassing sales targets
- Fluent in English (C1+), adept at building client relationships and delivering impactful presentations
- Proficient with Google Suite, Dynamics CRM, and other key sales tools, bringing strong problem-solving skills and a collaborative, results-driven approach
- Reviewed and evaluated prospect data and lead generation techniques, resulting in new sales opportunities
Team Manager
Genpact
05.2023 - 07.2024
- Led the creation of a business line through BPMS, justifying the costs of each FTE and administrative staff
- Evaluated call volume and made process improvement decisions
- Measured bonuses and created proposals for KPI measurement
- Conducted weekly presentations to management on team results and provided recommendations for improving service excellence
- Collaborated closely with Sales, Solutions, Transition, Transformation, Legal, and HR departments to support business growth
- Interviewed new personnel, selecting and matching profiles based on project requirements
- Established team priorities, maintained schedules and monitored performance.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Created methods to integrate functions, optimize processes and prepare staff through proactive training.
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Led teams of analysts to evaluate, plan and execute projects.
- Designed processes and systems supporting business needs before, during and after transitions.
- Managed various IT projects to meet deadlines and customer requirements.
Operations Supervisor
Telus international
07.2020 - 12.2023
- Led business lines alongside the Account General Manager, working closely with clients for the launch of a new business line
- Created operational processes and supported the analysis of contract-established metrics
- Created methods to integrate functions, optimize processes and prepare staff through proactive training.
- Detected workforce collaboration use cases and problems from employees and business partners through interviews, focus groups and surveys.
- Evaluated and structured bonuses for agents, creating a financial balance between the client and the account
- Started the project with 20 people and 2 supervisors, growing it to 120 people with 8 supervisors through successful project advancement and growth
- Coordinated schedules, planned vacations, and met service levels and client expectations
- Due to the account's strong performance, was awarded a new business line, adding 60 people to the original headcount, and led the project with 3 additional supervisors
- Interviewed new personnel, selecting and matching profiles based on project requirements
Education
Marketing -
Mariano Gálvez University
12.2025
Bach. Science and words - undefined
Guatemala de la Asuncion
09.2013
Skills
- Client onboarding
- Customer support
- Cross-functional coordination
- Training and coaching
- Organizational realignment
- Performance monitoring
- Team leadership
- Data analysis
- Effective communication
Certification
- Lean Six Sigma Green Belt
- Lean Six Sigma Yellow Belt
- Lean Six Sigma White Belt
Software
Go High level
Workday
Timeline
Sales Manager
Superior Biz Solutions
10.2024 - 12.2024
Team Manager
Genpact
05.2023 - 07.2024
Operations Supervisor
Telus international
07.2020 - 12.2023
Bach. Science and words - undefined
Guatemala de la Asuncion
- Lean Six Sigma Green Belt
- Lean Six Sigma Yellow Belt
- Lean Six Sigma White Belt
Marketing -
Mariano Gálvez University
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