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Work Background
Konecta ColombiaCoordinador de operaciones
Apr. 2023 - Jul. 2025Bogotá, Distrito Capital, Colombia
ConduentSupervisor de operaciones
May. 2022 - Apr. 2023Bogotá, Distrito Capital, ColombiaCustomer service supervisor in charge to bring support and compliance assurance of the metrics established by the line of business by setting up effective action plans focused on the implementation of the campaign, coaching sessions, feedback, review and assure adherence, process formulation and optimization, medical leaves reports and absenteeism review, elaboration of reports reflecting results, opportunity areas and positive highlights, quality calibrations, efficiencies verification and financial metrics verification making sure to avoid the impact over the revenue of the line of business. Also provide support to regarding Operational management tasks as reporting, client communications and management performance follow up. Achievements: Improve leadership and team management skills and being able to develop agent skills aiming to and getting to be the top performer team over the line of business.
OptumSupervisor del servicio de atención al cliente
Dec. 2020 - May. 2022Bogotá, Distrito Capital, ColombiaCustomer service supervisor in charge to bring support and compliance and achievement of the metrics establish by the line of business by setting up effective action plans, coaching sessions, feedback, assist with supervisor calls, review and assure adherence, process formulation and optimization, medical leaves reports and absenteeism review, elaboration of reports reflecting results, opportunity areas and positive highlights, quality calibrations, efficiencies verification and financial metrics verification. Achievements: Improve leadership and team management skills, and being able to set up an educational program for new staff members to share best practices in regards to administrative and operational tasks.
Sitel GroupCustomer Service Agent
Jan. 2019 - Jun. 2020Bogotá, Distrito Capital, ColombiaCustomer service bilingual agent and cross sales with focus in tech support and billing, with remote support via chat, showing high levels of metrics compliance as an agent becoming supervisor backup for around 6 months demonstrating high level of leadership and team management oriented to metric compliance and achievement with successful results with each task assigned. Achievements: Improve the customer profiling and people address with customer service or product and service sales, also start to develop team support and team management via leadership.
EXLCustomer Care Advocate
Jun. 2017 - Dec. 2018Bogotá, Distrito Capital, ColombiaBilingual customer service advocate in charge to bring and deliver customer service and first contact resolution to health insurance members. Achievements: Improve the English level proficiency.
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