Summary
Overview
Work History
Education
Skills
Work Reference
Personal Reference
Timeline
Generic
Angie Miranda

Angie Miranda

Environmental Engineer
Bogotá,DC

Summary

Qualified Contact Center Manager Sr with proven ability to lead and optimize contact center operations. Demonstrated success in enhancing client's satisfaction and improving team performance through effective management strategies. Showcased skills in conflict resolution and process improvement. Utilizes strong communication and problem-solving skills to resolve any new requirement within expected timelines.

Overview

10
10
years of professional experience
6
6
years of post-secondary education
2
2
Languages

Work History

Contact Center Manager

Teleperformance Colombia
Bogota, Cundinamarca
07.2022 - Current
  • In charge of 1.500+ people from all areas to assure proper operations excellence.
  • Supervised an account for content moderation services focused on LATAM and Portuguese markets.
  • Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
  • Supervised operations staff and kept employees compliant with company policies and procedures that meets client's expectations.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Organized cross-functional teams to address complex client requests or projects efficiently, resulting in increased satisfaction levels among key accounts holders.
  • Drive strategic planning to assure successful implementations of client's request.
  • Enhanced quality assurance measures to ensure adherence to industry standards and best practices in content moderation services.
  • Advanced operational efficiency within the contact center by identifying areas for automation implementation while maintaining a human-centric focus.

Assistant Contact Manager

Teleperformance Colombia
11.2019 - 07.2022
  • Company Overview: BPO | Trust and Safety (Content Moderation) experience.
  • Create specific plans and initiatives that will help to improve organization in a short, medium and long term involving all support areas (TRN, QA, Reporting, WFM, HHRR, Recruiting, IT, Innovation)
  • Design and define internal performance measures, metrics, methods and reports in order to propose to the client new alternatives and consistently reinforce and improve client’s comunication.
  • Supervise and improve procedures in order to assue efficiency and effectivness of the operation.
  • Ensure financial goals creating action plans according to each billing type.
  • BPO | Trust and Safety (Content Moderation) experience.

Team Lead - Operations

Teleperformance Colombia
04.2018 - 11.2019
  • Create Action Plans to manage operational performance (KPIs) and service level improvement at CSR level.
  • Analyze data to identify root causes and improve outliers performance using different coaching tools.
  • Motivate CSRs through relationship building.
  • Expert level knowledge and skills on all partner products to assure correct execution.
  • Collaborate with support areas to execute general action plans.

Environmental Analyst

District Secretariat of Environment
Bogotá, Bogota D.C.
11.2015 - 07.2016
  • Analysis of data specialized in emissions of particulate matter and its impacts. Delivery of geo-referenced information, spatial interpolation and mitigation measures.

Education

Diploma Course - Data Analysis

CESA
Bogota, Colombia
10.2021 - 10.2021

Curse - Data Analysis

Association SENA – BPro - CESA
Bogota, Colombia
10.2021 - 10.2021

Environmental Engineer - Engineering

Santo Tomas University
Bogota, Colombia
05.2011 - 01.2017

Skills

Work Reference

Diana Hernandez

Contact Center Manager 

Teleperformance, Colombia

+573142960926

dianah905@hotmail.com

Personal Reference

Carlos Daniel Murcia Avila 

Financial Planning Manager Sr 

Teleperformance Colombia 

+57 3142326842

murcia.carlos100@gmail.com

Timeline

Contact Center Manager

Teleperformance Colombia
07.2022 - Current

Diploma Course - Data Analysis

CESA
10.2021 - 10.2021

Curse - Data Analysis

Association SENA – BPro - CESA
10.2021 - 10.2021

Assistant Contact Manager

Teleperformance Colombia
11.2019 - 07.2022

Team Lead - Operations

Teleperformance Colombia
04.2018 - 11.2019

Environmental Analyst

District Secretariat of Environment
11.2015 - 07.2016

Environmental Engineer - Engineering

Santo Tomas University
05.2011 - 01.2017

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Angie MirandaEnvironmental Engineer