About
Professional Experience
UPS Domestic DCORR — Tower Team LeadGuadalajara, Mexico | Sep 2020 – Feb 2025, Current
Main point of contact for client and internal teams, addressing day-to-day operations and broader process improvements.
Lead 35 associates across UPS Domestic and PICX projects.
Coordinate staffing and volume to meet 24/7 service-level agreements.
Monitor individual performance metrics and deliver annual evaluations.
Design and manage weekly team schedules to ensure optimal coverage.
UPS International DCORR — Team Lead, Head of QAGuadalajara, Mexico | Jan 2019 – Aug 2020
Led the International DCORR Operation (IDO) from its inception and successfully doubled the size of the team.
Managed 10 associates, ensuring daily SLA compliance.
Directed Quality Assurance across Mexico and India teams.
Authored SOPs and led training for new international hires.
Scaled Mexico's international team to twice its size.
Surpassed quality benchmarks, achieving 85%+ performance scores.
CoreLogic — Team Lead & Head of QAGuadalajara, Mexico | Aug 2017 – Jul 2019
Interpreted U.S. county real estate data for client delivery.
Developed logic for cleaner, more intuitive databases.
Monitored monthly abstract SLA to ensure target compliance.
Oversaw QA and maintained the Lotus Notes client database.
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