Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Andres Dominguez

Bogota

Summary

Versatile Marketing Professional with experience in account management and leadership roles.

Currently working as a Team Lead at CH Robinson, I bring strong skills in training, people management, process improvement, and performance coaching. With a passion for team development and operational excellence, I am eager to contribute at a higher level as an Appointment Setting Supervisor.

Overview

4
4
years of professional experience

Work History

Team Lead

Lean Solutions Group
10.2023 - Current
  • Lead and supported a team of appointment representatives, serving as daily floor support and first point of escalation for urgent or complex issues.
  • Delivered tailored training sessions for both new hires and existing team members, focusing on appointment processes, tools, and updates.
  • Shadowed 6–7 agents monthly to provide one-on-one coaching and identify opportunities for improvement and development.
  • Maintained up-to-date documentation and SOPs to ensure accuracy and alignment with current workflows and tools.
  • Sent SLA recaps and tracked performance to keep both the team and leadership informed of progress and potential risks.
  • Prepared calibration sessions for AACs and supported quality initiatives across the division.
  • Provided regular, constructive feedback to team members, fostering performance improvement and accountability.
  • Contributed to the success of cross-functional projects and collaborated closely with other Team Leads and ACs to drive consistency and performance across teams.

Account Leader

Market Mix
01.2022 - 10.2022
  • Managed and supervised a team of over 15 agents, fostering motivation and engagement while ensuring adherence to company guidelines and achievement of client objectives.
  • Monitored and analyzed team interactions to uphold high-quality standards and provided tailored feedback to enhance performance.
  • Led the recruitment process, including contacting potential candidates, conducting interviews, and training new hires to align with company standards.
  • Prepared and reported payroll for two different accounts.
  • Coordinated the allocation of available agents across queues/tasks to meet the client’s specific requirements.

Education

Professional - Marketing

Santo Tomás De Aquino
Bogotá, Colombia
12-2019

Skills

  • Leadership
  • Self Driven
    Attention to Detail
  • Effective Communication
    Continuous Improvement
  • Customer Service
    Time Management
  • Quality control
  • Coaching and mentoring

Languages

English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)

Timeline

Team Lead

Lean Solutions Group
10.2023 - Current

Account Leader

Market Mix
01.2022 - 10.2022

Professional - Marketing

Santo Tomás De Aquino

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