Oliverio Perez Gomezॐ

Accomplished Operations Manager and Team Leader with 15+ years of experience driving performance in high-stakes financial services, insurance, and telecommunications. Proven expert in KPI/SLA management, workforce optimization, and leading high-performing bilingual teams to exceed operational targets.

Team Leader / Claims Examiner at Allianz (Chase Bank / España Hogar / US Travel) (2019-04 – 2025-12)

Managed and coached a team of associates overseeing claims operations and achieving operational excellence through KPI and SLA compliance.

• Team Leadership: Managed and coached a team of 18 associates; successfully oversaw a division expansion to 26+ employees.
• Operations Excellence: Directed daily operations to ensure 100% compliance with KPIs, SLAs, and rigorous quality standards.
• Strategic Improvement: Selected for a 6-month cross-functional assignment in Roadside Assistance (RSA) to audit process gaps and enhance workflow efficiency.
• Claims Management: Managed global rental vehicle damage claims for high-value Chase Bank cardholders, coordinating international documentation and cross-border payments.

Manager Support Team (MST) at AT&T (2016-11 – 2019-03)

Served as primary bilingual escalation point and partnered with frontline supervisors to maintain operational continuity.

• Served as the primary bilingual escalation point for U.S. and Puerto Rico markets, resolving complex billing and policy disputes.
• Partnered with frontline supervisors to maintain operational continuity and consistently meet customer satisfaction (CSAT) targets.

Technical Support Specialist at CompuCom (Aramark Account) (2011-01 – 2015-12)

Delivered enterprise-level bilingual technical support for U.S.-based corporate clients.

• Delivered enterprise-level bilingual technical support, troubleshooting complex network, hardware, and software issues for U.S.-based corporate clients.

High-Value Retention Specialist at American Express (2007-01 – 2010-12)

Provided premium support for high-value cardholders focusing on customer retention and service recovery.

• Provided "white-glove" support for premium cardholders, focusing on high-stakes customer retention and complex service recovery.

Various Roles at Teleperformance, Western Union, DGTX (Movistar)

Additional experience in bilingual support, training, and sales operations.

• Additional experience includes roles at Teleperformance, Western Union, and DGTX (Movistar) focusing on bilingual support, training, and sales operations.

High School – Colegio de Ciencias y Humanidades (UNAM)