Bogdan - SBU & Operations Manager with 10+ years of team and client management

San Salvador, San Salvador Department, El Salvadoren

Managed a team of over 160 agents across two roles, overseeing operations and staff development.

Developed strategic plans for KPI achievement for multiple clients at The Office Gurus.

Published on CazVidVideo interview available

Summary

Professionally manages large teams and client accounts, with proven expertise in operations, staff development, and process optimization within the BPO industry.

Video Resume

Key Achievements

Established and maintained open communication channels to ensure client satisfaction and operational success.

Skills

Team ManagementExperto

Led large teams of agents, supervisors, and team leads in diverse operational settings.

Client ManagementAvanzado

Communicated effectively with clients to manage expectations and ensure growth metrics.

Operations ManagementAvanzado

Supervised and optimized operations for multiple lines of business, ensuring process adherence.

Invoicing & BillingIntermedio

Handled creating, validating, and managing invoicing processes for clients.

Staff DevelopmentIntermedio

Experience

SBU Manager

The Office Gurus

June 2015 - April 2020

Plan strategically for KPI accomplishment for 5 different clients., Create and validate invoice/billing on a monthly basis for our clients., Develop Staff following an established program - &#x27;Be a Guru&#x27;., Communicate clearly with each client to manage/exceed their expectations...

Operations Manager

Glass Mountain BPO

January 2021 - September 2024

Ensure correct planning, implementation, follow-up and loop closing on the Operation for 7 different LOB., Maintain open communication channels between different departments within the company., Develop Staff in accordance to our &#x27;Choose to Climb&#x27; program., Validate proper...