Summary
Overview
Work History
Education
Skills
Native Languages
References
Timeline
Generic
Shirley Fuentes

Shirley Fuentes

Montevideo,MO

Summary

Dynamic and bilingual Operations Executive with over 20 years of experience leading multicultural teams across customer service, healthcare support operations, and business development. Recognized for driving performance improvements, optimizing processes, and building lasting client and employee relationships. Skilled in implementing innovative strategies that enhance efficiency, strengthen customer loyalty, and ensure regulatory compliance. Adept in leadership, change management, project delivery, and CRM systems, with a consistent record of aligning organizational goals with client needs. I am now seeking to contribute my expertise in a forward-thinking organization within the healthcare and wellness sector.

Overview

26
26
years of professional experience

Work History

Chief Operations Manager

Confidential Employer
06.2005 - 09.2025
  • Directed two geographically dispersed operations centers, ensuring alignment with contractual KPIs while maximizing productivity and budget efficiency.
  • Led and mentored a cross-functional leadership team, fostering collaboration between IT, Quality Assurance, Command Center, Training, HR, and Payroll.
  • Designed and implemented comprehensive training programs for new and existing staff, boosting employee satisfaction and retention.
  • Oversaw the development of internal policies and workflows, consistently achieving operational excellence and compliance with client requirements.
  • Established and tracked performance metrics, driving continuous improvement and surpassing client satisfaction benchmarks.
  • Served as the primary liaison with international clients and headquarters in the U.S., Israel, Argentina, and the U.K., ensuring transparent communication and alignment with business objectives.
  • Managed workforce forecasting, staffing, and reporting processes, delivering data-driven insights to support executive decision-making.
  • Championed initiatives in employee engagement, talent acquisition, and client relationship management, contributing to organizational stability and growth.
  • CRM Systems utilized: Salesforce, HubSpot, and Zoho CRM (for client reporting, workforce tracking, and service quality).

Bilingual Office Manager

Sierralibre S.A
01.2000 - 01.2009
  • Acted as right-hand to the owner/director, overseeing daily operations and administrative functions.
  • Managed inventory, vendor relations, and customer service operations for a retail and outdoor equipment business.
  • Handled accounts payable/receivable and implemented improved billing and invoicing procedures.
  • Developed staff schedules, recruited, and trained employees, ensuring consistent service quality.
  • Assisted in marketing strategies and promotional campaigns that increased customer engagement and sales.
  • Coordinated special projects and events, contributing to business growth and stronger client relationships.

Education

Skills

  • Strategic Team Leadership & Change Management
  • Contact Center & Workforce Operations
  • Performance Management & Quality Assurance
  • CRM Systems (Salesforce, HubSpot, Zoho, Microsoft Dynamics)
  • Process Optimization & Continuous Improvement
  • Vendor & Stakeholder Relationship Management
  • Data-Driven Decision Making & Reporting
  • Regulatory Compliance & Risk Mitigation
  • Bilingual Communication (English / Spanish)
  • Staff training and development
  • Data-driven decision making
  • Business analysis
  • Organizational development

Native Languages

English
Spanish

References

Available upon request.

Timeline

Chief Operations Manager

Confidential Employer
06.2005 - 09.2025

Bilingual Office Manager

Sierralibre S.A
01.2000 - 01.2009

Similar Profiles

CREATE PROFILE
Shirley Fuentes