Alexis Martinez — HR, People Operations & Performance

Coach

One-to-one feedback tied to each person's goal. Coached a 9-person team directly.

Measure

Owned QA end to end, tracking behaviors and finding gaps.

Build

Rules, programs and a custom tool that replaced manual spreadsheets.

From agent to leading teams.

I started as an agent in high-volume operations and grew into leading a team of 30+ people and owning QA. I coach people, measure performance, and build the rules, programs and tools that keep it going. I learn fast, I put what I learn to work in the role I'm in, and I always try to do my best at whatever I'm doing.

Based inSan Salvador, El Salvador

LanguagesSpanish (native) · English (advanced)

StudyingB.A. in HR (in progress)

Team leadership
Coaching
Performance management
QA
Onboarding
Knowledge management
Process documentation
Next.js
Supabase
WhatsApp API
Claude API
Social media marketing
Python

Journey

My story

2020 – 2022

It started on the phones

I began in high-volume customer operations: FedEx support, DISH retention calls and the IHG account. Hard conversations, tight targets and little room to hide. It taught me what pressure feels like from the agent's chair, which is why I coach the way I do. At Teleperformance I ended up supporting training, covering as backup supervisor and completing the “Jump” leadership program.

Customer service
Retention
Training support
“Jump” leadership

2023

Five months to lead

In June 2023 I joined Mazama as a Sales Agent. Five months later I was Team Lead. I went on to lead 30+ people across 20+ client brands, with ongoing performance tracking and feedback. Moving from being part of the team to guiding it forced me to learn fast, and I still do that in every role.

Team leadership
30+ people
20+ brands

Mazama · Sales

Performance is behavior

In sales, results come from behaviors that repeat: follow-up, call quality, consistency. I coached each person one-to-one, tracked those behaviors against their goal and gave feedback while it still mattered. With the 9-person team I coached directly, follow-up consistency and individual performance improved. I also owned QA end to end: measuring the team and finding the gaps.

Coaching
Behavior tracking
QA
Goal-based feedback

Rules, programs, tools

When something keeps failing, I fix the system

If a problem kept coming back, I didn't just repeat the reminder: I wrote the rule, built the program or made the tool. I created internal rules and programs aimed at improving team and company performance. I built a knowledge base that improved case resolution and onboarding. And when I saw call tracking living in Google Sheets, I built a custom tool that replaced it and centralized performance data.

Internal rules
Internal programs
Knowledge base
Custom tool

Now

People and technology in the same toolbox

I'm completing a B.A. in Human Resources with an Organizational Development focus at ADEN, I'm certified in Project Management and I'm working through Meta's Social Media Marketing certificate. I learn fast and put what I learn to work in the role I'm in, which is how HR and tools like Next.js and Supabase ended up together. Spanish is my native language and my English is advanced. I always try to do my best at whatever I'm doing.

B.A. in HR (in progress)
Project Management
Native Spanish
Advanced English

Where I can help

Real problems, concrete approaches.

Common problems in sales and operations teams, and how I'd approach them based on what I've already done.

New people take too long to get productive.

I'd build an onboarding path with a knowledge base and quality feedback from week one.

Onboarding
Knowledge base
QA

The goal is clear, but the behaviors aren't.

I'd define which behaviors lead to the goal, coach on them, follow up and measure them.

Coaching
Follow-up
Metrics

Performance lives in scattered spreadsheets.

I'd build a custom tool that centralizes the data and shows leaders what they need.

Next.js
Supabase
PostgreSQL

Policies exist, but nobody follows them.

I'd write clear rules, explain the why and follow through until they become habit.

Internal rules
Documentation

The team needs fast answers, at any hour.

I'd create a WhatsApp AI assistant that answers frequent questions from employees or candidates.

WhatsApp API
Claude API
Twilio

Leadership has no clear picture of performance.

I'd set up recurring quality and performance reports so decisions come from data, not gut feel.

Reporting
Python
QA

The brand doesn't know which content works.

I'd analyze the audience, shape the content strategy, define KPIs and measure performance. It's what I'm learning in Meta's certificate (3 of 6 courses completed).

Audience analysis
Content strategy
KPIs

Toolbox

Skills

People & HR

Team leadership
Coaching
Performance management
Training & onboarding
Knowledge management
QA / quality evaluation

Operations

Connex
Twenty
JustCall
Process documentation

HR tech & development

Next.js
React
TypeScript
Tailwind CSS
React Native (Expo)
Supabase
PostgreSQL
Python

Integrations

WhatsApp API
Twilio
Claude API
Payment gateways (Wompi)
Multilingual apps (i18n)

Marketing (Meta certificate, in progress)

Social media marketing
Audience analysis
Content strategy
KPI definition
Performance analysis

Let's talk

Open to HR Operations, People Operations and Learning & Development roles.

I help people perform, and build what keeps them there.