Years of experience: 9

Call CenterCall Center SupervisorCustomer ServiceHelp Desk SupportCustomer Success ManagerCase Manager

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Paola's Career Path
Senior Operations ManagerNov. 2022 -
Jun. 2025
IntouchCXSenior Operations Manager
Bogota,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 devel...
Operations ManagerMay. 2021 -
Nov. 2022
IntouchCXOperations Manager
Bogota,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 stak...
Account ManagerFeb. 2020 -
Feb. 2021
TeleperformanceAccount Manager
Barranquilla, 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...

Paola's Posts

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    How I can help you

    Expert in resolving staffing challenges, managing KPI performance (AHT, QA, CSAT), addressing client escalations, creating and updating SOPs, and fostering leadership development. Conduct thorough audits to optimize results.

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    People I am looking for

    Seeking businesses aiming to enhance consumer experience. Focus on seamless service delivery. Collaborative approach to drive client satisfaction and retention.

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    Experience & Cases

    Replaced 2 competitors in under a year for a wellness client. Boosted NGM from 32% to 41% for an e-commerce client. Enhanced retail productivity from 77% to 92% in 6 months. Bound by NDAs with clients.

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    How to contact

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