Kyra Nuñez Gonzalez

Led end-to-end delivery of a 42-agent distributed operations campaign, managing resource allocation, quality assurance, onboarding pipelines, and cross-functional stakeholder communication across operations, HR, and client-side leadership.

• Built a full KPI framework from zero — designed Inbound and Outbound Calls per Agent (ICPA / OCPA), Bookings per Agent (BPA), Sales Productivity Index (SPI), and Operational Efficiency Index (OEI) to replace ad-hoc monthly tracking with daily and weekly accountability cycles.
• Drove +141% inbound productivity growth (ICPA: 470 → 1,136 monthly calls/agent) in under 18 months — while reducing inbound headcount by 45% (42 → 23 agents), delivering dramatically more output with a leaner team structure.
• Scaled outbound efficiency by +74% (OCPA: 1,845 → 3,220 monthly calls/agent) simultaneously, maintaining productivity gains across both campaign types as the team scaled down.
• Doubled overall Operational Efficiency (OEI +110%) over 18 months by combining ICPA/OCPA growth with a +14% improvement in sales per agent.
• Improved bookings productivity by +53% (2,833 → 4,344 monthly bookings) — supporting pipeline generation, churn reduction, and higher conversion consistency.
• Sustained $1.1M–$2.1M in monthly revenue contribution, maintaining 15–28% of total client sales — even as total client revenue grew to a peak of $9.18M/month (Mar 2025).
• Increased agent bonuses by +39% ($45,968 → $64,045/period) by directly linking KPI improvements to compensation outcomes, driving motivation and retention.
• Evolved SLA governance from monthly snapshots to daily and weekly accountability — established and exceeded targets across all metrics, with recurring reporting to the client's Customer Experience and Sales VPs.
• Developed and authored the Standard Operating Procedures (SOPs) covering all tools and processes in the inbound and outbound campaign workflows — standardizing execution, reducing variability, and accelerating agent onboarding.

• Managed HR operations for Honeywell's North America region using PeopleSoft HRIS — employee data, Apps interface assistance, and cross-border coordination across distributed teams.
• Gained early exposure to global project coordination, multicultural stakeholder management, and enterprise-scale operational processes in a Fortune 100 environment.

• Supervised execution of national teacher performance evaluations — coordinated field teams, ensured data integrity, and managed multi-site delivery under tight government timelines.

• Partnered directly with the executive director to systematize the organization's Comprehensive Care Model — delivering a complete, cross-departmental Operations Manual in under 5 months, ahead of institutional timelines.
• Coordinated across 4 departments (legal, educational, psychological, and social work) to document, standardize, and implement operating procedures end-to-end — ensuring holistic adoption across the shelter and external care site.
• Applied structured copy-editing and process design skills to translate complex, multi-disciplinary workflows into a clear, actionable manual used as the operational backbone of the organization.

• Joined researchers across Latin America on concurrent project-based engagements — managing multiple stakeholders, deliverables, and deadlines fully remotely, demonstrating long-standing async work discipline.
• Published peer-reviewed book chapter (UNAM Press, 2022); thesis committee member; international colloquium presenter (UNAM, 2020); journal book review contributor (2019).