Excel
Angelow Bolívar
Associate Manager
Bogotá,DC
Summary
Accomplished Associate Manager with a proven track record at Sutherland Global Services, enhancing operational efficiency by 44% through expert data analysis and process improvements. Skilled in spreadhseets and fostering team collaboration. Skilled in translating complex data into actionable insights, driving productivity and stakeholder satisfaction.
Overview
6
6
years of professional experience
2
2
Languages
3
3
years of post-secondary education
Work History
Associate Manager - Banking & Financial Services
Sutherland Global Services
Bogotá, Bogota D.C.
12.2020 - 08.2024
- Initiated process improvements based on thorough analysis of internal operations data resulting in 44% increase in productivity levels for Backoffice team.
- Enhanced data accuracy by meticulously cleaning and organizing datasets for analysis.
- Facilitated data-driven decision making by creating custom reports tailored to stakeholder needs and preferences.
- Bridged communication gaps between technical and non-technical stakeholders by presenting analytical findings in clear, concise language accessible to all audiences in a Weekly Review Meeting.
- Managed cross-functional projects, ensuring timely completion and alignment with company objectives.
- Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
- Enhanced team quality in transaction handling by implementing efficient project management strategies and QA data analysis.
- Established strong relationships with key stakeholders, fostering collaboration and mutual support.
- Oversaw training and onboarding process for all newly hired employees within the disputes department.
Associate - Banking & Financial Services
Sutherland Global Services
Bogotá, Bogota D.C.
02.2020 - 12.2020
- Administered account transactions and responded to customer inquiries concerning financial products.
- Monitored loans and accounts payable and receivable to keep current.
- Supported colleagues by sharing expertise and collaborating on complex cases, fostering a positive work environment.
- Demonstrated exceptional attention to detail when reviewing client accounts, identifying errors or discrepancies early on.
- Developed strong relationships with clients, resulting in increased trust and long-term business partnerships.
Associate CS Phone
Teleperformance
Bogotá, Bogota D.C.
08.2018 - 11.2019
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Education
High School Diploma -
Colegio Ave María
Bogotá, Colombia 02.2014 - 12.2016
Skills
Data Analysis
Software
SQL
Tableau
AWS Connect
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Interests
Bouldering
Hiking
Camping
Reading
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceWork from home optionQuote
Each problem that I solved became a rule, which served afterwards to solve other problems.
Rene Descartes
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Associate Manager - Banking & Financial Services
Sutherland Global Services
12.2020 - 08.2024
Associate - Banking & Financial Services
Sutherland Global Services
02.2020 - 12.2020
Associate CS Phone
Teleperformance
08.2018 - 11.2019
High School Diploma -
Colegio Ave María
02.2014 - 12.2016
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