Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
IntouchCXManager Operations
Jun. 2025
IntouchCXSenior manager
Sep. 2021 - Jun. 2025Dynamic Senior Team Lead with extensive experience managing high-performing teams in fast-paced BPO environments. Adept at driving operational excellence, enhancing client satisfaction, and cultivating a culture of continuous improvement. Key strengths include: • Team Leadership & Development: Proven ability to coach, mentor, and motivate diverse teams to exceed performance targets, while fostering a collaborative and engaging work environment that promotes professional growth. • Performance Management: Expertise in tracking KPIs, analyzing performance data, and implementing strategies to boost productivity, quality, and customer satisfaction. • Process Improvement: Skilled in identifying operational inefficiencies and implementing innovative solutions to streamline workflows, optimize service delivery, and reduce costs. • Client & Stakeholder Engagement: Strong communicator, experienced in building relationships and aligning teams with client objectives, ensuring high service levels, and managing escalations. • Quality Assurance & Compliance: Ensures adherence to policies and regulatory requirements while maintaining high-quality standards across all operations.
IntouchCXTeam lead
May. 2020 - Sep. 2021Bogotá, Distrito Capital, ColombiaTeam Leadership & Development: Led a dynamic team focused on providing chat-based support, offering ongoing training, coaching, and performance feedback to ensure the delivery of high-quality service in a fast-paced environment. • Brand & Product Knowledge: Gained extensive knowledge of wellness products, guiding my team on how to engage customers and effectively communicate the benefits of health supplements and wellness solutions through chat. • Customer Relationship Management: Managed real-time customer interactions via chat, addressing inquiries, resolving issues, and ensuring customer satisfaction with wellness products. Focused on creating a seamless experience for customers. • Performance Monitoring & KPIs: Analyzed chat-based service metrics, tracked team performance, and developed strategies to improve efficiency, ensuring that we met or exceeded service targets and customer expectations. • Operational Efficiency & Process Improvement: Identified areas to streamline chat operations and implemented improvements to increase response times, enhance team productivity, and maintain a high level of service quality.
SutherlandTeam Manager
Jul. 2017 - May. 2020Bogotá, Distrito Capital, ColombiaExperienced Team Lead in a retention campaign, skilled in managing and mentoring teams to achieve performance goals while fostering a positive, collaborative work environment. Key strengths include: • Team Management & Coaching: Focused on developing team members’ skills to exceed targets and drive success. • Operational Efficiency: Monitors KPIs to ensure productivity, accuracy, and customer satisfaction, implementing strategies to meet or exceed goals. • Process Execution & Improvement: Optimizes workflow execution and identifies areas for process enhancements to improve efficiency. • Client & Stakeholder Support: Serves as a key point of contact, handling escalations and ensuring SLAs are consistently met. • Quality & Compliance: Ensures adherence to company policies, client requirements, and industry standards, delivering high-quality service consistently.
TeleperformanceHealth insurance customer service agent
Feb. 2017 - Jun. 2017Distrito Capital, ColombiaInsurance Plan Consultation: Assisted clients in selecting the right healthcare coverage based on their needs, preferences, and financial situation. Explained policy details clearly to ensure clients understood their benefits and coverage options. • Customer Service Excellence: Delivered high-quality service by addressing inquiries, resolving issues, and providing support throughout the insurance enrollment process. Built strong relationships with clients to foster trust and long-term loyalty. • Problem Resolution: Addressed and resolved customer concerns related to claims, billing, and coverage discrepancies, ensuring swift and accurate resolutions. • Knowledge of Healthcare Systems: Gained a deep understanding of medical insurance products, healthcare regulations, and industry trends, enabling me to provide well-informed guidance to clients.
Intch is a Professional Networking App for the Future of WorkSee more people like Yindra on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
1791323 people
16
Asistente Administrativo
18
Auxiliar Administrativo @ PNUD Colombia
25
Musician, Teacher, Producer/Sound Recording Engineer, Podcast editor, Translator, Executive Assistant @ Schusterdrums.com, Colegio Andino Deutsche Schule Bogotá
423286 people
25
Musician, Teacher, Producer/Sound Recording Engineer, Podcast editor, Translator, Executive Assistant @ Schusterdrums.com, Colegio Andino Deutsche Schule Bogotá
16
Recepcionista Bilingue
16
Costumer Support Expert @ Teleperformance Colombia