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Customer Service & Operations Manager with 10+ years of team leadership and process optimization
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Competencies
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
Education
Languages
Summary
Experienced professional in customer service, operations, and team leadership with a strong background in logistics, process improvement, and client management across diverse industries.
Key Achievements
- Managed a team of 20-25 agents at Amazon, overseeing performance metrics and coaching
- Coordinated logistics and customer requests for Amazon US Market, ensuring satisfaction
- Directed dispatch, inventory, and negotiations at Caribbean Foods and Grains, maintaining budget and operational efficiency
Experience
Customer Service Team Manager
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
Customer Service Associate Associate (US Market)
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.
Operations/Commercial Manager
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.
Commercial/Operational Executive
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