David Arturo Silva Correa
Operations Manager
Bogotá,Colombia
Summary
Strategic and results-oriented Account Manager with a strong record in driving revenue, exceeding targets, and optimizing operations across remote and on-site environments. Skilled in client relationship management, team development, and scalable process improvement. Experienced in recruitment, data-driven decisions, and aligning teams with business goals. Seeking to contribute expertise to support growth and operational excellence.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
3
3
Languages
Work History
Operations Assistant Manager
Ritchie Reiersen Law
Bogotá, Bogota D.C.
06.2024 - Current
- Led team expansion by 60% within the first three months by executing a structured hiring strategy, conducting targeted interviews, and onboarding high-performing candidates aligned with business goals.
- Developed and implemented comprehensive KPI dashboards, enabling leadership to monitor team performance, identify trends, and drive data-informed decisions for continuous operational improvement.
- Automated key workflows using Zapier, streamlining repetitive tasks, increasing team efficiency, and significantly boosting productivity across core processes.
- Supported a successful cross-platform migration for the immigration department by mapping and optimizing workflows, facilitating collaboration between cross-functional teams, and ensuring a smooth transition with minimal disruption to operations.
Account Manager - Contact Center Manager
TELEPERFORMANCE
Bogotá, Bogota D.C.
05.2023 - 08.2024
- Maintained over 98% monthly profitability across all Lines of Business under direct supervision, consistently surpassing the 95% target (ideal maximum: 100%) by aligning performance with financial and operational projections.
- Led the successful onboarding of two new sub-lines of business, increasing total LOB headcount by 15% and supporting scalable business growth.
- Revamped the Sales LOB from end to end, including candidate profiling, participating in recruitment interviews, and collaborating with Training and Quality Assurance teams to redesign the audit and training framework. Partnered with HR and Workforce Management (WFM) to ensure a seamless transition and consistent hour delivery aligned with weekly/monthly operational targets.
- Acted as the primary point of contact for external stakeholders, including vendor managers; built and maintained strong client relationships by delivering clear, accurate monthly invoices, performance reports, and billing documentation.
- Oversaw daily call center operations, ensuring adherence to Statements of Work (SOWs), service level agreements (SLAs), and KPI performance benchmarks across all business units.
Operations Leader - Assistant Contact Center Manager
TELEPERFORMANCE
Bogotá, Bogota D.C.
12.2020 - 05.2023
- Reduced staff rotation by 7%, lowering attrition from 15% to 8% through the design and implementation of a targeted staff development program.
- Surpassed service level targets during high-volume season by achieving 102% of goals, driven by strategic End-of-Year initiatives and retention-focused leadership.
- Led the operational side of the hiring process, including interviewing, screening, and evaluating candidates in collaboration with the Recruitment team.
- Coached and developed supervisor teams, driving consistent achievement and overperformance of individual and team KPIs.
- Facilitated cross-functional collaboration, leading internal meetings to ensure alignment on client deliverables and key presentations.
- Maintained strong program performance, managing KPIs through structured annual, quarterly, and monthly planning.
- Enhanced employee satisfaction and retention by partnering with AM, WFM, HR, Payroll, and other departments to address engagement and operational challenges.
Supervisor - Team Lead
TELEPERFORMANCE
Bogotá, Bogota D.C.
12.2019 - 12.2020
- Reduced staff rotation by 7%, lowering attrition from 15% to 8% through the design and implementation of a targeted staff development program.
- Surpassed service level targets during high-volume season by achieving 102% of goals, driven by strategic End-of-Year initiatives and retention-focused leadership.
- Led the operational side of the hiring process, including interviewing, screening, and evaluating candidates in collaboration with the Recruitment team.
- Coached and developed supervisor teams, driving consistent achievement and overperformance of individual and team KPIs.
- Facilitated cross-functional collaboration, leading internal meetings to ensure alignment on client deliverables and key presentations.
- Maintained strong program performance, managing KPIs through structured annual, quarterly, and monthly planning.
- Enhanced employee satisfaction and retention by partnering with AM, WFM, HR, Payroll, and other departments to address engagement and operational challenges.
Education
Bachelor of Science - Mechanical Engineering
Fundación Universidad De América
Bogotá, DC 07.2009 - 09.2015
Lean Six Sigma - Yellow Belt Certificate - Business Intelligence
Teleperformance
Bogotá, DC 09.2023 - 11.2023
Multiple Certifications - Business Intelligence.
Platzi
Virtual 06.2024 - Current
Bachelor in Digital Media - Not Finished - Arts
Academia De Artes Guerrero
Bogotá, DC 07.2017 - 07.2018
Diplomat - Digital Marketing
Politécnico Superior De Colombia
Bogotá, DC 01.2016 - 01.2016
Diplomat - Project Management
Politécnico De Colombia
Bogotá, DC 01.2016 - 01.2016
Basic – Advanced Programming Course - JAVA
Intecap
Bogotá, DC 01.2019 - 01.2019
Quality Assurance Course for Software Implementation - Process Quality Engineering
Udemy
Bogotá, DC 09.2023 - 09.2023
Skills
Key Account Management
Client Management & Relationships
KPI performance Management
Data-Driven Decision Making
Analytical Skills
Workflow optimization
Documentation and reporting
Project coordination
Automation and Streamline Processes
Coaching and Negotiation Techniques
MS office Tools
Timeline
Multiple Certifications - Business Intelligence.
Platzi
06.2024 - Current
Operations Assistant Manager
Ritchie Reiersen Law
06.2024 - Current
Lean Six Sigma - Yellow Belt Certificate - Business Intelligence
Teleperformance
09.2023 - 11.2023
Quality Assurance Course for Software Implementation - Process Quality Engineering
Udemy
09.2023 - 09.2023
Account Manager - Contact Center Manager
TELEPERFORMANCE
05.2023 - 08.2024
Operations Leader - Assistant Contact Center Manager
TELEPERFORMANCE
12.2020 - 05.2023
Supervisor - Team Lead
TELEPERFORMANCE
12.2019 - 12.2020
Basic – Advanced Programming Course - JAVA
Intecap
01.2019 - 01.2019
Bachelor in Digital Media - Not Finished - Arts
Academia De Artes Guerrero
07.2017 - 07.2018
Diplomat - Digital Marketing
Politécnico Superior De Colombia
01.2016 - 01.2016
Diplomat - Project Management
Politécnico De Colombia
01.2016 - 01.2016
Bachelor of Science - Mechanical Engineering
Fundación Universidad De América
07.2009 - 09.2015