Natalia - Operations Manager Jr. at Teleperformance S.A.S

Expertise in developing quality frameworks and ensuring process adherence to enhance service quality.

Proven ability to lead, motivate, and manage teams to achieve operational goals efficiently.

Skilled in designing and delivering training programs to upskill team members and bridge performance gaps.

Bilingual support experience with a focus on resolving customer issues across multiple channels.

Conducted comprehensive evaluations of processes and services to ensure strict adherence to quality standards and best practices.. Developed and implemented robust quality assurance frameworks.. Identified critical areas for improvement, collaborating cross-functionally with operations and training teams to drive performance optimization and skill development.. Analyzed key performance metrics to generate insightful reports and strategic recommendations in Disney Company Streaming Apps (Disney+, Hulu, ESPN).

Developed and delivered tailored training programs in a fast-paced BPO, aligning with company goals.. Led onboarding, upskilling, and skill gap interventions in collaboration with operations, using data-driven insights to monitor outcomes for clients such as MONAT and Turo App.. Conducted in-depth data analysis to support decision-making processes, delivering actionable insights to drive business growth.. Utilized advanced analytical tools to gather, clean, and interpret data sets, identifying trends and patterns.. Collaborated with cross-functional teams to develop reports and dashboards that enhanced operational efficiency and strategic planning.

Provided bilingual support to US and Canadian customers for brands like Turo and Disney+, ensuring excellent service and issue resolution.. Handled inquiries across various channels, delivering solutions in a timely manner while maintaining high customer satisfaction.. Collaborated with internal teams to resolve complex issues and ensure a seamless customer experience.

Led a team of 12 in optimizing operations in a fast-paced BPO.. Monitored KPIs to enhance efficiency and collaborated on onboarding and skill development, consistently meeting client expectations and performance targets for Disney+ and ESPN.