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edgarmunguiam

Edgar M

@edgarmunguiam

BackOffice Operations Specialist

Mexico
English, Spanish
About me
I am a bilingual Operations and Process Automation Specialist with over 8 years of experience in BPO and corporate environments. I offer a unique combination of technical and operational skills: building scalable automated workflows using Google Apps Script/CRM solutions, and providing high-quality bilingual customer support, back-office management, and call-handling services. Whether you need a powerful custom tool to automate your daily tasks or a dependable professional to manage your customer communications and operations, I am here to deliver results. Let's work together!... Read more

Skills

e
edgarmunguiam
Edgar M
Offline • 

See my services

Programming & Tech
I will develop custom google apps script automation and macros
From$150 / projectMore details

Work experience

Freelancing_Career

Operations & Back-Office Consultant

Freelancing Career • Freelance

Oct 2025 - Present • 9 mos

Built and deployed two production CRM solutions using Google Apps Script for financial services and car dealership sectors. Features: client management, payment tracking, configurable pipeline, KPI dashboard, document checklist, automated reporting, role-based access, and audit logs. Manages infrastructure, documentation, user training, and ongoing feature development.

Call_Control

Team Lead

Call Control • Full-time

Oct 2024 - Sep 2025 • 11 mos

Led team of agents for newly launched BPO account. Managed daily coaching, performance feedback, and SLA compliance. Tracked KPIs (NPS, AHT, adherence, QA) across team operations. Built engagement initiatives contributing to above-average retention in account's first months.

Herbalife_Nutrition

Customer Service Operations Lead

Herbalife Nutrition • Full-time

Dec 2015 - Jul 2024 • 8 yrs 7 mos

8-year progression through customer service, call center operations, campaign coordination, and Operations Lead for Receipts department. Final 3 years: primary operational point of contact for Mexico—managing queues, workflow configuration, WFM coordination, and reporting across bilingual, multi-region environment (MX, SAMCAM, USA). Key contributions: Designed call scripts; built operational dashboards; delivered performance reports and campaign forecasts to senior stakeholders in English; conducted QA audits; led training sessions; maintained compliance across complex, distributed operations.