Dolcey Romero Sierra
Barranquilla
Summary
Accomplished Service Delivery Manager at TTEC, adept in strategic leadership and operational management, spearheaded initiatives that surged customer satisfaction by 25%. Expert in fostering high-performance teams and driving business transformation, demonstrated through securing new client partnerships and enhancing company revenue. Skilled in negotiation and process optimization, consistently exceeds performance targets.
Overview
11
11
years of professional experience
Work History
Service delivery manager
TTEC
12.2023 - Current
- Successfully led a high-performing team of 120 agents, resulting in a 25% increase in customer satisfaction and elevating the campaign to the number 1 position worldwide within 7 months
- Implemented strategic initiatives to increase the gross margin by 51% and transformed financial performance from negative to positive for five consecutive months
- Successfully navigated initial leadership challenges to foster a collaborative environment and drive exceptional results
- Achieved exceptional results on a key campaign, exceeding performance targets and securing two new client partnerships. This success directly contributed to increased company revenue and facilitated the creation of new positions to support growth.
ACCM
Teleperformance
03.2019 - Current
- Proven Track Record in Campaign Turnarounds: Successfully implemented and managed campaigns with low performance, driving significant results through effective leadership and strategic initiatives
- Strong Operational Leadership: Demonstrated exceptional skills in people management, financial oversight, client relations, and problem-solving, fostering a high-performing team culture
- Commitment to Ethical Business Practices: Deeply rooted belief in the importance of people, society, ethics, innovation, and transparency as fundamental pillars of business success
- Results-Oriented Approach: Consistently delivered outstanding results through a combination of strategic planning, effective execution, and a focus on continuous improvement
Operation manager
Office partners 360
09.2022 - 12.2023
- Proven results, successful track of KPIs results through planning, direction, and execution skills in operations
- Successfully implemented three new operational processes that resulted in a 40% increase in efficiency and a reduction of operating costs by 15% while maintaining quality and customer satisfaction
- Possesses an in-depth knowledge of industry trends and best practices
- Able to build and manage efficient teams
- There have been three successful implementation campaigns that have resulted in an increase in headcount
- Oversaw the successful onboarding of 400 new team members, ensuring they were fully trained and productive within their first month
Operation Manager
Concentrix
08.2014 - 03.2019
- Demonstrated expertise in various operations roles, including team leadership, point of contact, transition management, and campaign management, showcasing a strong understanding of the entire operational lifecycle
- Proven ability to effectively manage and optimize sales, customer service, and loyalty campaigns, driving positive results and meeting key performance indicators
- Committed to fostering a high-performance team culture through effective coaching, development, and mentoring, resulting in recognition as Top Team Leader of the Year.
Education
Marketing and Sales Technician -
UNAES
01.2013
English -
Sena
01.2007
High School -
Colegio Americano
01.2003
Skills
- Strategic leadership
- Decision-making
- Operational management
- Financial management
- Performance management
- KPI management
- Client relations
- Stakeholder management
- People management
- Team development
- Process optimization
- Continuous improvement
- Business transformation
- Risk management
- Compliance
- Adaptability
- Crisis management
- Customer experience
- Retention strategies
- Communication
- Negotiation
- Technology
- Automation integration
Websites
References
- Darwin Barrios, 304-539-0823, VP Latam – Operation
- Rafael Calderon, 786-833-4997, Global Director of Operation
- Elkin Ventura, 301-433-8585, Director of Operation
- Nestor Castillo, 954-998-9480, Leader of Operational Excellence
Accomplishments
- Due to our strong performance as SDMs, including increased financial results and improved client experience, I was recognized as the Best SDM for Barranquilla.
- I was recognized as the best team leader in Colombia at Concentric for two consecutive years.
- I was recognized as MVP several times for my results on campaigns in various roles.
Languages
Spanish
First Language
English
Upper Intermediate (B2)
B2
Timeline
Service delivery manager
TTEC
12.2023 - Current
Operation manager
Office partners 360
09.2022 - 12.2023
ACCM
Teleperformance
03.2019 - Current
Operation Manager
Concentrix
08.2014 - 03.2019
Marketing and Sales Technician -
UNAES
English -
Sena
High School -
Colegio Americano
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