Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Timeline
ResearchAssistant
Camilo Ortiz

Camilo Ortiz

Bogota

Summary

Experienced Operations Manager with over 10 years of expertise in the fields of Customer Service and Customer Success. Proficient in leading large Technical Support Teams for the Service Desk and BPO industry, with a strong background in developing growth strategies, optimizing efficiency, implementing governance, project management, and fostering team development. Proven track record of consistently exceeding targets and successfully guiding projects from inception to their full potential

Overview

14
14
years of professional experience

Work History

Senior Operations Manager

Nub78 - CISCO
01.2020 - Current
  • Oversaw workforce management planning, volume predictions and capacity planning.
  • Provided leadership for continual management and employee training initiatives.
  • Managed governance processes, including WBRs, QBRs, MBRs, strengthening client partnerships and ensuring satisfaction.

Operations Team Manager

Unisys - SUSTS
07.2015 - 01.2020
  • Managed a team of 65 FTEs, ensuring the achievement of SLAs and KPIs while fostering motivation and providing coaching for goal attainment.
  • Developed and executed strategies and action plans to deliver results, enhance client relationships, and successfully implement company projects.
  • Conducted weekly analyses, prepared reports, presented end-of-day results, and performed root cause analyses.

Technical Support Engineer

TELEPERFORMANCE - MICROSOFT
09.2013 - 07.2015
  • Managed diverse project functions to optimize production efficiency, including production reporting and cross-functional collaboration.
  • Designed armored vehicle components using graphic design tools to ensure safety compliance and streamline the armoring process

Automotive Designer and Project Manager

ARMOR INTERNATIONAL
01.2010 - 06.2013
  • Managed diverse project functions to optimize production efficiency, including production reporting and cross-functional collaboration.
  • Designed armored vehicle components using graphic design tools to ensure safety compliance and streamline the armoring process

Education

Bachelor of Technology - International Business

SENA
Bogota - Colombia
07.2017

Technical - Networks Administration

Politecnico Industrial Nueva Colombia
Bogota - Colombia
09.2008

Skills

Project Management

Strong Decision Maker

Results-Oriented

Leadership Skills

Data Analytics

Business Intelligence

Time Management

Team Building

Conflict Resolution

Strategic Planning

Communication

Change Management

Languages

Spanish
Native language
English
Advanced
C1

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Senior Operations Manager

Nub78 - CISCO
01.2020 - Current

Operations Team Manager

Unisys - SUSTS
07.2015 - 01.2020

Technical Support Engineer

TELEPERFORMANCE - MICROSOFT
09.2013 - 07.2015

Automotive Designer and Project Manager

ARMOR INTERNATIONAL
01.2010 - 06.2013

Bachelor of Technology - International Business

SENA

Technical - Networks Administration

Politecnico Industrial Nueva Colombia

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Camilo Ortiz