AtentoTeam Lead Manager
Dec. 2020Bogotá, Capital District, ColombiaExperienced and goal-oriented Team Supervisor with a strong background in administrative operations, quality assurance, and talent acquisition within the contact center industry. Since 2020, I have successfully led teams supporting BBVA and PNC Bank, driving improvements in key performance indicators such as AHT, NPS, adherence, and productivity through strategic coaching and team development. In 2023, l was recognized as Best Supervisor in the Vendor Department by Atento - PNC.
In addition to my leadership responsibilities, I have extensive hands-on experience in QA processes— monitoring calls, analyzing service quality, and implementing performance improvement plans to ensure compliance and customer satisfaction. I have also played an active role in the recruitment and selection of high-potential candidates, participating directly in the hiring process to ensure the right talent joins the team.
My approach to supervision combines operational efficiency with a strong focus on people-promoting a collaborative, accountable, and growth-oriented team culture.
