Andrés Castillo Cardona
Gerente De Operaciones Top Senior
Manizales
Summary
Seasoned Operations Manager and leader with 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
10
10
years of professional experience
5
5
Certifications
Work History
Gerente De Operaciones Agencias Digitales Etb
Econtact Col Sa
03.2022 - Current
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
Gerente De Operaciones Altice
Emergia Customer Care
09.2020 - 02.2022
- Developed and implemented strategies to maximize customer satisfaction.
- Facilitated smooth collaboration between departments through clear communication channels.
- Increased profit by streamlining operations.
Gerente De Servicio Seguros Bolivar Y Etb
Econtact Col Sa
01.2018 - 08.2020
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
Tecnico De Implementaciones Y Control Operativo
Econtact Col Sa
05.2017 - 12.2017
- Optimized system performance thorough testing and analysis.
- Conducted root cause analyses for recurring technical issues, minimizing future disruptions.
- Streamlined processes by implementing efficient workflows and improving technician training programs.
Team Leader Atención al Cliente ETB
Econtact Col Sa
06.2015 - 04.2017
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Education
BBA - Administración De Empresas
Universidad Nacional Abierta Y A Distancia
05.2001 -
Curso - Gestión Agil De Proyectos Complejos
Sena
Manizales, Colombia 05.2001 -
Tecnico En Gestión Administrativa - Administración De Empresas
Sena
Manizales 05.2001 -
Skills
Operations management
Problem-solving
Customer service
Performance monitoring
Strategic planning
Marketing
Data analysis
Operational efficiency
Decision-making
Project management
Certification
Gestión agil de proyectos complejos para operaciones de BPO
Timeline
Fundamentos de Marketing digital
08-2023
Negociación y eficiencia para lograr resultados
07-2023
Pensamiento estrategico
06-2023
Visión y estrategia corporativa
02-2023
Gestión agil de proyectos complejos para operaciones de BPO
11-2022
Gerente De Operaciones Agencias Digitales Etb
Econtact Col Sa
03.2022 - Current
Gerente De Operaciones Altice
Emergia Customer Care
09.2020 - 02.2022
Gerente De Servicio Seguros Bolivar Y Etb
Econtact Col Sa
01.2018 - 08.2020
Tecnico De Implementaciones Y Control Operativo
Econtact Col Sa
05.2017 - 12.2017
Team Leader Atención al Cliente ETB
Econtact Col Sa
06.2015 - 04.2017
BBA - Administración De Empresas
Universidad Nacional Abierta Y A Distancia
05.2001 -
Curso - Gestión Agil De Proyectos Complejos
Sena
05.2001 -
Tecnico En Gestión Administrativa - Administración De Empresas
Sena
05.2001 -
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