Excel
Camilo Andrés Jaime Ariza
Mathematician
Bogotá
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Workforce Snr Manager
Intouch
12.2023 - Current
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Lead The WFM Process across multiple accounts and bossiness types, generating a strong process that guarantees WFM success.
Operations Manager, Customer Experience
Teleperformance
08.2023 - 12.2023
- Established effective communication channels, fostering strong relationships between team members and departments.
- Oversaw vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Mentored team members in developing their skills and advancing their careers within the organization.
WFM Manager
Teleperformance
10.2021 - 08.2023
- Lead the WFM process in performance, execution, and organization
- Both towards the operations and the client
- Highly orientated to promote the continuous development of the WFM process so to improve both the quality and coverage of my teams
- Manage of the personnel and leaders of each one of the aspects of WFM
- (Real time, forecasting, scheduling, staffing and planning) Problem management and resolution in terms of both client’s and team’s needs
- This to ensure and evaluate all possible situations that may come up reach out to a solution
- Strategic thinking skills to provide a thorough analysis of the WFM needs of the accounts assigned to me
- Ability to adapt to different scenarios that may require quick solutions or changes in order to always achieve the set goals.
Senior Analyst
Teleperformance
11.2020 - 09.2021
- Multi-Channel Lead in Workforce Management team for multiple campaigns, focused on staffing and hiring, Long Term Planning
- Capacity to make strategic decisions and execute a business plan
- Campaigns analysis, identification of opportunities and campaigns management
- High emotional intelligence and organizational skills Resolution of complex problems and conflicts
- Excellent communication skills and ability to present in front of large groups
- Capacity to work autonomously, under pressure and meet deadlines under stringent time constraints
- Create reports and statistics for the revenue reforecast, to ensure the continues profitability of the accounts.
Trainer Development
Teleperformance
09.2020 - 11.2020
- Develop the monthly knowledge test for Mission Controllers, Junior Analyst, and Snr analyst
- Provided material for study guides and up training on all possible areas
- Conduct and promote the induction presentation to engage new hires to the Workforce Management areas and the roles from each level
- Organized and executed an emergency model used to train all Mission Controllers
- This model contained all the areas that pertained to the Mission controller role.
Junior Analyst
Teleperformance
07.2020 - 09.2020
- Development and analysis of Forecast vs Execution to analyze the impact of what is programmed vs what is real and provide a balance in term productive hours for financial purposes
- Assertive communication of metrics in order to give visibility to the Customer, Operation and WFM of the status of the campaign
- Review and analysis of key performance indicators and strategic support for specific course of action.
Mission Controller Analyst
Teleperformance
10.2019 - 06.2020
- Report generation, monitor the status of the campaign periodically through reports sent to Operations, Customer and Workforce Management
- Generation of alerts for visibility of KPIs and alert OPS and WFM at each interval
- Monitoring and analysis of the main KPIs: Occupation, AHT, Service level, Shrinkage and Quality control
- To infer the status of the campaign in real time and your absenteeism
- Balance of the operation and control of the staff, continuous process to monitor absenteeism and required staff at each interval and take corrective actions according to the need of the campaign (Overstaff or Understaff).
Education
Associate’s degree - Mathematics
Belize Adventist Junior College
Corozal, Belize 01.2017 - 05.2019
High School Degree - undefined
Eden SDA high school
Cayo, Belize 01.2015 - undefined
Skills
Team Leadership
Operations Management
Strategic Planning
Performance Management
Financial Management
Business Development
Negotiation
Business Planning
Accomplishments
- Supervised team of 42 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Software
Google Sheets
Power BI
Looker Studio
Languages
Spanish
Native language
English
Advanced
C1
Certification
LSS, YB, Teleperformance
Interests
Music
Sports
Timeline
Workforce Snr Manager
Intouch
12.2023 - Current
Operations Manager, Customer Experience
Teleperformance
08.2023 - 12.2023
LSS, YB, Teleperformance
06-2023
WFM Manager
Teleperformance
10.2021 - 08.2023
Senior Analyst
Teleperformance
11.2020 - 09.2021
Trainer Development
Teleperformance
09.2020 - 11.2020
Junior Analyst
Teleperformance
07.2020 - 09.2020
Mission Controller Analyst
Teleperformance
10.2019 - 06.2020
Associate’s degree - Mathematics
Belize Adventist Junior College
01.2017 - 05.2019
High School Degree - undefined
Eden SDA high school
01.2015 - undefined
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