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IntouchCXSenior Operations Manager
Nov. 2022 - Jun. 2025Bogota,D.C., Capital District, Colombia• Serve as the primary point of contact for clients. • Ensure client satisfaction through high-quality service. • Address client concerns and resolve issues promptly. • Oversee daily operations to ensure efficiency and effectiveness. • Implement process improvements to enhance productivity and quality. • Ensure compliance with industry standards and company policies. • Contribute to the development and execution of strategic plans. • Identify and implement best practices in BPO operations. • Analyze market trends to align operations with industry shifts. • Oversee budgeting and financial planning for operations. • Monitor operational costs and implement cost-saving measures. • Ensure profitability and financial sustainability of operations. • Leverage technology to improve operational efficiency. • Oversee implementation of new technology or systems. • Implement quality control measures to meet and exceed client expectations. • Ensure operations adhere to legal regulations and compliance standards. • Identify potential risks in operations and implement mitigation strategies. • Ensure business continuity and disaster recovery plans are in place. • Provide regular reports to upper management on operational performance. • Facilitate information flow between different departments and teams. • Encourage a culture of innovation and continuous improvement. • Stay updated with industry advancements and implement new ideas.
IntouchCXOperations Manager
May. 2021 - Nov. 2022Bogota,D.C., Capital District, Colombia• Collaborate across business units with key stakeholders to align business objectives • Direct the activities of assigned business units including strategic planning, problem-solving, staff development, and communication • Develop goals and objectives for assigned business units that support the organizations' strategy, products, and services • Collaborate across business units with key stakeholders to align business objectives • Oversee the development and implementation of new processes • Lead, direct, evaluate and develop business unit leadership and team members • Provide effective and efficient solutions to complex business problems • Prepare and present formal presentations, documents, updates, etc. to executive leadership • Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments • Establish a high standard for productivity, quality, customer service as well as define user guidelines • Develop company systems for customer interaction and voice response and control the implementation process • Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures • Aid human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations
TeleperformanceAccount Manager
Feb. 2020 - Feb. 2021Barranquilla, Atlantico, Colombia• Communicating with clients to understand their needs and explain product value • Building relationships with client based on trust and respect • Implementation and development of new projects • Collaborating with internal departments to facilitate client need fulfillment • Collecting and analyzing data to learn more about consumer behavior • Maintaining updated knowledge of company products and services • Resolving complaints and preventing additional issues by improving processes • Identifying industry trends • Acting as a client advocate with a focus on improving the buyer experience • Providing progress reports to clients and upper management • Provide responses to client for requests to support business reviews and proposals • Recruit, plan and manage the deployment of resources within the teams to maintain a skilled and effective workforce and meet contractual obligations • Regularly review the activities of the department to ensure the most effective and cost-efficient approach is used to provide customer service and meet contractual obligations • Review and manage costs to meet and improve on agreed budgetary limits • Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses. • Support account growth, change management and transformational activities • To review service delivery, identify and implement improvements to ensure business performance is maximized and client needs met • Motivate and develop team leaders through coaching, feedback and personal development in order to enhance performance delivery, meet contractual obligations and maximize staff retention
Teleperformance ColombiaOperations Manager
Mar. 2019 - Feb. 2020Bogotá D.C. Area, Colombia• Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments • Establish a high standard for productivity, quality, customer service as well as define user guidelines • Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures • Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations • Achievement of intraday, daily, weekly and monthly SLA targets • Attend, manage, or organize disciplinary procedures as required • Manage day to day operations and ensure that all daily and other periodic activities are completed as planned • Manage own performance and personal development as a role model within the Call Center
E2E Nearshore SolutionsRetail Team Lead
Nov. 2018 - Mar. 2019Bogotá, Bogotá D.C. Department, Colombia• Support team manager and perform management duties when manager is absent or out of office • Communicate team goals and identifying areas for new training or skill checks • Develop strategies for the team to use to reach its goals • Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed • Manage the flow of day-to-day operations • Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints • Providing post sale support to selected Sales VPs and their teams • Build effective communication bridge between sales consultants and team members • Provide analysis of areas of opportunities within the process • Answer and provide immediate resolution to escalations from internal and external customers
E2E Nearshore SolutionsAssociate Team Lead
Aug. 2018 - Nov. 2018Bogotá, Bogotá D.C. Department, Colombia• Manages the call center’s team of agents. • Remains available at all times for agents’ questions and concerns. • Handles calls from customers who wish to speak to a supervisor for whatever reason. • Monitors numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls. • Checked the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time. • Informs management when wait times consistently remain too long so that management may consider hiring additional employees to prevent customers from hanging up and calling a competitor. • Reviews all call reports. • Maintains call agent attendance records
E2E Nearshore SolutionsProject Manager
Mar. 2018 - Aug. 2018Bogotá, Bogotá D.C. Department, Colombia
Colaboro CTASupervisora
Jan. 2011 - Jan. 2013
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