Osmar Greco

Software and Hardware: Vast knowledge and proficiency in MS Office (Excel Formula management, pivot and report creations, Word, Power Point, Email, Hard Phones and Soft Phone). Software use, including but not limited to SAP, PeopleSoft, Oracle, Opera. 

Leadership: Experimented and professional leader, proven team supervision principles and achievements, KPI metrics creation and management, continuous improvement, project management, Workforce management, report elaboration and presentation, team’s performance management, professional interviewer. 

6 Sigma Green Belt certified: Experienced project manager for DMAIC methodology on process improvements. 

STAR interviewer Certified: Experienced interviewer for new hires and internal moves. 

Continuous improvement, I do not settle with a good result, but instead I seek to improve my performance and quality on each project. Embrace each professional challenge, offering my experience, which I have been able to use to accumulate success and accomplish goals. Let’s work together on success. 

English: Native ● Portuguese: Advanced ● Spanish: Native

INSIGNIA RESOURCES - SUPERVISOR 

● Supervise a customer service team with 15 agents for an Insignia project:

 - Team´s Performance management - Workforce management (schedule creation and updates) - Process improvement projects and project delegation - KPI creation and continuous improvement. - Team member Development and continuous training - Report creation and presentation

 Accomplishments:

 ● Entered as customer service rep, promoted to Team Leader, based on excellent results and exceeding expectations. 

● #1 Team, having highest KPIs 2023 (out of 15 teams) ● Team with highest development and promotions on 2023 ● Process improvements, significantly reducing processes turn around time and process times.

HERON PANAMA (PALACE RESORTS) – SALES LEAD 

● Sales conversions, sale individual, group and corporate vacation packages over the phone, email and chat ● Close sales, turn callers into sales, ask questions, identify customer needs, meet and exceed sales metrics ● Sales training and continuous training shops for team members, training for new members ● Ensure KPI and quality levels are met and improve, monthly reviews and trend analysis. ● Create and present reports for sales center metrics 

Accomplishments: ● Entered as sales rep, promoted to Sales Lead, based on excellent results and exceeding expectations. ● Monthly Top 5 seller ● Annual Top 5 seller

IQOR Panama - SUPERVISOR

 ● Supervise sales department: hardware and plan upgrades over the phone and email for SPRINT services ● Performance management included but not limited to coaching and sales mentoring, sales conversions improvement ● Develop sales plans for team members, quality and KPIs continuous improvement ● Target selection interviews, internal and external candidates ● Create and present reports for sales center metrics ● Team Schedule and coverage ● Improvement plans, metric and process

GRAINGER - Accounts Receivable Supervisor 

● Leadership and supervision of Accounts receivable department, 15 to 20 agents ● B2B negotiations, handle top companies’ portfolios, project management. ● Performance management included but not limited to coaching and mentoring ● Develop performance plans for team’s quality and KPIs continuous improvement Work and Supervise other department for common goals projects

 Accomplishments:

 ● Dual monitors project, Visual Metrics Project implementation (Improving processing time and resolution times, improved agent’s morale) ● Credit Resolutions Project successful, 1M+ in payment allocations, thus avoiding international penalties.

CATERPILLAR - Team Leader

Leadership and supervision of ISE and Customer Service department, 15 to 20 agents who provide customer service over the phone, chat and email. - Report to Peoplesoft Teams Supervisor ● Performance management included but not limited to coaching and mentoring ● Develop performance plans for team’s quality and KPIs continuous improvement based on 6 Sigma and SOX quality levels and requirements ● Target selection interviews, internal and external candidates ● Team Schedule and coverage ● Lead improvement plans, lead projects ● Lead 6 Sigma projects for Caterpillar process improvement ● Confidential data management ● Development, implementation, modifications and control of quality continuous improvement projects for the site, working on an individual basis with agents and on a team basis ● Have regular continuous improvement meetings and calibrations with other leaders and present results and suggestions to upper management for approval

• Bachelor’s Degree on Science and Letters – Instituto Cultural Bilingue 
• Marketing y Ventas (Imagen Corporativa) – Universidad Interamericana (3rd year)