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Work Background
Sitel GroupContinuous Improvement Manager
Jun. 2023Generated $1.2M in savings by reducing attrition through statistical analysis and improvements in retention processes.
Led Lean Six Sigma White Belt certification for 150 people across 3 countries.
Led 10 cross-functional projects, driving process optimization, and strategic insights, achieving 100% compliance with critical KPIs impacting service quality, and productivity.
Improved CX metrics (CES and RR) by 20% across 3 countries by optimizing key processes and enhancing customer satisfaction.
Standardized continuous improvement processes and conducted audits in an operation of 2,800 people, leading to a 70% improvement in key operational areas.
Sitel GroupContinuous Improvement Manager TT
Jul. 2022 - May. 2023Bogotá, Distrito Capital, ColombiaAs a Continuous Improvement Manager, I have successfully led improvement programs that resulted in $286,000 in savings. I am skilled in facilitating workshops and developing frameworks to support ongoing change initiatives. With excellent analytical, communication, and leadership skills, I am committed to driving process improvements.
Sitel GroupContinuous Improvement Analyst
Jun. 2021 - Jul. 2022Bogotá, Distrito Capital, ColombiaIdentified opportunities, created projects and action plans by using lean six sigma methodology to improve operation's KPIs and meet operational goals. Generated more than $57.000 by tracked and followed both operations and support areas performance.
Sitel GroupQuality Assurance
Nov. 2019 - Jun. 2021Identifyed areas of service improvements and developing programs that improve the overall quality of the customer’s experience when interacting with the Call Center. Stayed in contact with clients. Ensured that client quality and corporate customer satisfaction goals. Established and evolved formal QA processes, ensuring that the team is using industry-accepted best practices. Oversaw all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met.
Sitel GroupBilingual Customer Service Representative
Apr. 2019 - Nov. 2019Colombia
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