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Work Background
TeleperformanceSenior Account Manager
Jan. 2021ColombiaSenior management position, in charge of leading B2C and B2B operations, with 300+ employees in different industries such as home security and energy services, across US.
Strategic decision making towards strong high-level relations with client, looking for growth opportunities and guaranteeing revenue for the company. Strong focus on process improvement, by research and analysis of opportunities, implementing innovative tech-based ideas, increasing teams' productivity by 20%. Permanent relation with HR and Learning & Development teams, planning, budgeting, and executing well-being projects, impacting entire operation with career and growth programs, with a successful promotion rate of 30%.
TeleperformanceAssistant Contact Center Manager
Dec. 2019 - Jan. 2021Bogotá, Distrito Capital, ColombiaIn charge of B2B and B2C lines of business, for client in the renewable energies industry. Manager of 10+ leaders and teams, which provided support to customers across 30+ states in US. Operation achieved a growth of 15% represented in additional LOBs, during 2020, thanks to the strategies implemented towards performance improvement. Development of high-performance leaders by creating staff learning plans, focused on acquiring and enhancing operational and talent management skills. Second-level communication with stakeholders, strengthening planning and client relations.
ScotiabankAccounts Payable Supevisor
May. 2018 - Dec. 2019Bogotá, Distrito Capital, ColombiaI led the operations of 3 countries, such as Mexico, Colombia and Canada, keeping overall attainment of metrics over 90%, month over month. Responsible for setting up some of these operations from the scratch, creating workflows and strategies that led team's professional and personal development, with a 100% success rate in implementation of all programs. I built a work model in which employees seek self-discovery to find opportunity areas and untapped strengths. Due to this, I received recognition from the director of area and stakeholders.
ConduentTeam Manager
Sep. 2016 - Apr. 2018Bogotá D.C., Colombia
AIGOperations Coordinator
Jan. 2014 - May. 2016Bogota
Teleperformance ColombiaTeam Manager Customer Care
Jun. 2011 - Jan. 2014Bogota
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