Evelyn Fong
Sr. Operations Manager
Panamá City
Summary
Results-driven operations and financial management professional with over 9 years of leadership experience. Skilled in financial control, operational efficiency, process optimization, and stakeholder collaboration. Adept at leading teams, fostering client relationships, and executing business strategies to drive revenue and customer satisfaction. Highly adaptable and proactive in fast-paced environments, with a strong focus on meeting deadlines, handling change, and delivering results. Fluent in English and Spanish; proficient in MS Office (Excel, PowerPoint, Teams).
Overview
11
11
years of professional experience
8
8
years of post-secondary education
Work History
SR. OPERATIONS MANAGER
Foundever
12.2022 - Current
- Align policies and procedures with short- and long-term company goals to maximize performance.
- Lead cross-functional teams, streamlining workflows and enhancing client relations to drive revenue growth.
- Implement business strategies, fostering strong client relationships through effective communication.
- Travel flexibility to provide development and support.
- Prepared documents for internal and external audits.
- Spearheaded process improvements to reduce errors and increase overall quality in operations management.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
OPERATIONS MANAGER
Foundever
09.2018 - 12.2022
- Spearheaded day-to-day operations, developing both short- and long-term strategies to meet business objectives and profitability goals
- Built and led operational teams, managing quality control, customer service, and logistics to achieve operational targets
- Developed and enforced policies and standard operating procedures, ensuring compliance and process consistency
- Performed root-cause analysis on operational deficiencies, driving process improvements and operational success
- Guided employees to understand and meet evolving customer needs, enhancing overall customer satisfaction
CUSTOMER SERVICE SUPERVISOR
Foundever
05.2015 - 09.2018
- Provided leadership and mentoring to customer service teams, ensuring a positive, productive work environment that aligned with company values
- Evaluated employee performance and implemented productivity improvement plans to enhance team efficiency
- Resolved complex customer issues while maintaining high satisfaction rates through targeted solutions
- Collaborated with managers and peers to maintain consistent, high-quality service delivery
CUSTOMER SERVICE AGENT
Foundever
08.2014 - 05.2015
- Delivered exceptional frontline support through email, chat, and calls, contributing to high customer satisfaction and retention
- Resolved customer inquiries and concerns with professionalism and product knowledge
- Maintained composure in high-pressure situations, effectively diffusing tense interactions to ensure a positive customer experience
Education
International Business Management -
Universidad Latina de Panamá
01.2017 - Current
HIGH SCHOOL DIPLOMA CORE 40 - School Bachelor
Caston High School
United States, IndianaSkills
- Department Oversight
- Leadership
- Budget Control
- Cost Reduction
- Performance Monitoring
- Problem Solving
- Financial Review
- Administrative Management
- Creativity & Innovation
- Employee Motivation
- Customer Service Management
- Communication & Relationship Building
SKILLS & COMPETENCIES
Leadership & Management
- Team Development & Leadership
- Cross-functional Collaboration
- Performance Monitoring & Coaching
- Strategic Planning & Execution
Operations & Financial Management
- Financial Control & Budgeting
- Process Improvement & Cost Optimization
- Policy Development & Compliance
- Data Analysis & Decision-Making
Customer & Stakeholder Relations
- Client Relationship Management
- High-Level Communication & Negotiation
- Customer Service Excellence
- Issue Resolution & Service Recovery
Technical Proficiency
- MS Office Suite (Excel, PowerPoint, Teams)
- Data Reporting & Analysis
- Technology Adaptability
CERTIFICATIONS & LANGUAGES
- Languages: C1 English & Native Spanish
- Certifications: lean six sigma yellow belt
Timeline
SR. OPERATIONS MANAGER
Foundever
12.2022 - Current
OPERATIONS MANAGER
Foundever
09.2018 - 12.2022
International Business Management -
Universidad Latina de Panamá
01.2017 - Current
CUSTOMER SERVICE SUPERVISOR
Foundever
05.2015 - 09.2018
CUSTOMER SERVICE AGENT
Foundever
08.2014 - 05.2015
HIGH SCHOOL DIPLOMA CORE 40 - School Bachelor
Caston High School
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