JOSÉ MUÑOZ
Account Supervisor
Buenos Aires
Summary
Bilingual BPO professional with proven experience in team leadership, client relations, and operational management at ICC. Currently serving as Account Supervisor, with direct exposure to Account Manager responsibilities, including payroll oversight, client meetings, and administrative decision-making. Recognized for strong organizational skills, KPI analysis, and mentoring agents to achieve performance goals. Adept at balancing day-to-day operations with strategic process improvements that enhance service quality and client satisfaction.
Overview
8
8
years of professional experience
Work History
Account Supervisor
ICC
02.2023 - Current
- Supervise interpreters, ensuring SLA compliance and service quality.
- Review and calculate payroll hours, manage performance-based bonuses, and track attendance incentives.
- Generate, analyze, and present performance reports to management.
- Conduct weekly call monitoring, delivering detailed feedback to interpreters.
- Lead coaching sessions to review KPIs, address QA evaluations, and set SMART performance plans for continuous improvement.
- Organized motivational activities and team engagement initiatives to boost morale and retention.
- Partner with Account Manager and Operations Manager to design and execute work plans, analyze KPI trends, and implement continuous improvement strategies.
- Covered Account Manager responsibilities during vacation periods, including client meetings, escalations, administrative approvals, and collaborating with Operations leadership.
Interpreter (English - Spanish)
ICC
12.2021 - 02.2023
- Delivered real-time interpretation in medical, insurance, and educational settings for U.S. clients.
- Served as Nesting Tutor for new experienced interpreters, training them on accuracy, protocols, and client standards.
Lab Analyst
Laboratorio Biomédico Dr. Rapela
01.2020 - 11.2021
- Conducted and supervised standardized qualitative and quantitative analyses of food, beverages, additives, preservatives, and domisanitary products; prepared detailed compliance reports to meet national and international standards on organoleptic properties and nutritional content.
- Supported internal and external audits by providing technical reports, compliance documentation, and data analysis, ensuring transparency and alignment with regulatory requirements.
Assistant Brewer
Cervería Don Santiago De Ortúzar
03.2019 - 10.2019
- Assisted in brewhouse operations including milling of base and specialty malts, mashing, pH adjustments, lautering, boiling, knockout, and sanitary transfers to fermentors; maintained hygiene standards through CIP and manual cleaning of vessels to ensure both regulatory compliance and product quality.
- Supported recordkeeping and compliance efforts by documenting brewing parameters, preparing production reports, and assisting during quality audits to guarantee adherence to safety requirements, regulatory standards, and consistent product quality.
- Contributed to award-winning production quality, with the team earning a Gold Medal at the World Beer Awards.
R&D Specialist
Anchoita SRL
09.2018 - 11.2018
- Designed, developed, and conducted experiments for charcuterie and other meat products, including raw material validation to ensure safety, compliance, and product quality.
- Prepared technical reports and documented experimental data, driving process optimization and supporting continuous improvement within the R&D function.
Manager
Pi Entertainment Group - Scape Games - Caballito
04.2018 - 09.2018
- Advanced from Game Master to Manager, progressing from facilitating escape room experiences to leading full operations at the Caballito location.
- Oversaw hiring, scheduling, staff management, training, payroll, and performance development while ensuring high guest satisfaction through strong customer service, sales, and booking management.
R&D Technician
Cargill SRL
01.2018 - 04.2018
- Successfully launched two chorizo products now commercially sold in Honduras by developing and optimizing product formulations.
- Provided technical support in product development projects, including raw material validation to ensure safety, compliance, and consistent quality.
- Collaborated with production and cross-functional teams to scale new formulations from lab to manufacturing, ensuring feasibility, efficiency, and alignment with business goals.
Education
Bachelor's Degree - Food Science and Technology
Universidad de Buenos Aires
01.2020
Skills
- Leadership & Team Development
- Client Relationship Management
- KPI / SLA Monitoring & Reporting
- Payroll & Administrative Processes
- Performance Coaching & Feedback Delivery
- Strategic Process Improvement
Timeline
Account Supervisor
ICC
02.2023 - Current
Interpreter (English - Spanish)
ICC
12.2021 - 02.2023
Lab Analyst
Laboratorio Biomédico Dr. Rapela
01.2020 - 11.2021
Assistant Brewer
Cervería Don Santiago De Ortúzar
03.2019 - 10.2019
R&D Specialist
Anchoita SRL
09.2018 - 11.2018
Manager
Pi Entertainment Group - Scape Games - Caballito
04.2018 - 09.2018
R&D Technician
Cargill SRL
01.2018 - 04.2018
Bachelor's Degree - Food Science and Technology
Universidad de Buenos Aires
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