Mateo - Customer Service & Operations Manager with 10+ years of team leadership and process optimization

Led customer service teams, ensured KPI compliance, and improved service quality

Supervised large teams, provided coaching, and coordinated daily operations

Managed dispatch, inventory, and supplier negotiations to optimize operational flow

Utilized tools like Excel, Jira, Trello to analyze data and streamline processes

Negotiated with clients and suppliers, expanding client portfolios and managing contracts

Supervisor/Team Leader between 20 and 25 agents, Monitor metrics and handling time per agent, Coordinates the daily and weekly work of the team, Check the hours worked by the teams to allocate them to payroll (they carry out administrative control tasks)., Provide coaching to associates regarding the quality of their contacts and behaviors, Ensure compliance with metric objectives on a weekly and monthly basis

Coordinate between transporters and clients the correct dispatch/receipt of products., Manage requests from US market clients for the department., Guarantee customer satisfaction with the products and services provided by Amazon., Contribute to the fulfillment of the metrics of the Heavy Bulky Colombia department team.

Coordinate the entire processes of dispatching and receiving products, Effectively manage the inventory based on the movements made in the operation, Guarantee the negotiation processes with suppliers, purchases and billing, Contribute to the execution of the established budget.

Ensure compliance with the budget assigned by the operation, Research and create relationships with new clients in Valle del Cauca and Cauca, Colombia., Close negotiations with industry/channel clients, Collect the portfolio of current clients