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Work Background
TPSr Account Manager
Apr. 2025Bogota, D.C., Capital District, ColombiaSenior Account Manager at Teleperformance, specializing in strategic management of key accounts and proactive development of client success programs. Proven ability to organize high-impact activities in contingency scenarios, ensuring operational resilience and client satisfaction. Expert in driving customer retention through the implementation of Customer Success initiatives beyond traditional experience management. Skilled in strategic communication, leadership of large-scale operations (+450 employees), and data-driven continuous improvement. Focused on long-term partnership growth, operational excellence, and value creation for clients in dynamic and challenging environments.
TeleperformanceAccount Manager
Jan. 2024Bogotá, Capital District, ColombiaAccount Manager at Teleperformance with a track record in managing key accounts and optimizing outsourcing services for clients. Key skills include effective leadership, strategic communication, data analysis for continuous improvement, and the ability to manage teams in an environment with over +450 employees. Results-oriented with a strong history of enhancing client-provider relationships to ensure satisfaction.
TeleperformanceOperations Manager
Jan. 2022 - Jan. 2024Bogotá, Capital District, ColombiaHC management of up to 150 people. Extensive experience and expertise in the BPO industry have been leveraged to excel in driving client success and forging strong business relationships. As an Operations Manager, a focus on understanding client needs, developing tailored solutions, and delivering on commitments is maintained. Assertive communication techniques are utilized to effectively resolve conflicts, and foster long-term partnerships. Strategic thinking and the ability to identify growth opportunities have consistently resulted in exceeding revenue targets and achieving remarkable customer satisfaction. Throughout my career, a passion for leadership, assertive communication, and disruptive resolution has been consistently demonstrated. With a strong background in the BPO industry and the ability to adapt to dynamic environments, a results-driven professional capable of exceeding expectations is represented. The focus remains on delivering exceptional client experiences and driving business growth, with a commitment to making a significant impact as an Operations Manager in the industry.
TeleperformanceCustomer Service Team Lead
Nov. 2018 - Dec. 2021Bogotá, Capital District, ColombiaResponsibilities encompassed providing guidance, motivation, and support to a group of customer service agents, overseeing performance and ensuring adherence to quality standards. Productivity was boosted, collaboration was fostered, and streamlined processes were implemented to enhance efficiency. Exceptional problem-solving skills and the use of disruptive resolution techniques effectively tackled challenges and drove continuous improvement.
TeleperformanceTrainer flex
Aug. 2018 - Oct. 2018Bogotá, Capital District, ColombiaLeadership skills and a passion for mentoring were showcased. Responsibilities included developing and delivering comprehensive training programs, equipping new hires and existing team members with necessary skills to excel in customer service. A positive learning environment was fostered, and assertive communication was used to effectively convey complex concepts. The ability to adapt and tailor training approaches to diverse audiences facilitated successful growth and professional development of team members.
TeleperformanceCustomer Service Representative
Feb. 2018 - Jul. 2018Bogotá, Capital District, ColombiaExceptional support was delivered to clients, honing my communication and problem-solving skills. By focusing on customer satisfaction and attention to detail, expertise was quickly developed in handling diverse customer needs, conflict resolution, and providing innovative solutions. This role allowed for the cultivation of strong interpersonal abilities and a deep understanding of customer-centric practices.
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