Dedicated operations professional with over 5 years' experience leading customer service teams, optimizing processes, and enhancing operational performance in fast-paced environments. Skilled in KPI analysis, team coaching, and cross-functional collaboration.
Oversaw daily performance, managed processes, and led cross-functional teams to improve operational efficiency.
Supervised customer service and sales teams, coaching and developing personnel to meet performance metrics.
Conducted KPI tracking, analysis, and action planning to drive continuous performance improvement.
Implemented process improvements to enhance operational efficiency and customer satisfaction.
Teleperformance Colombia
Customer-focused professional responsible for handling customer inquiries, resolving complex issues, and delivering high-quality service across phone and digital channels., Consistently met performance metrics such as CSAT, AHT, and adherence while ensuring compliance with company policies.,...
Teleperformance Colombia
Supervised and supported a team of customer service and sales experts, ensuring performance, quality, and adherence to operational standards., Conducted regular coaching sessions, performance follow-ups, and feedback conversations to improve individual and team results., Managed day-to-day...
Teleperformance Colombia
Provided operational leadership by overseeing supervisors and ensuring the execution of business objectives across teams., Drove performance management through KPI analysis, action planning, and operational reviews to improve efficiency, quality, and customer experience., Partnered with senior...
Tourism Technician
Diploma program in marketing
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Ensured high-quality service delivery across multiple channels, maintaining compliance and customer satisfaction.
