Edward Espinosa Cocuy
Bogota,Bogota DC
Resumen profesional
Highly driven Operations & Contact Center Manager with more than 14 years of proven leadership, specializing in building high-performance teams, optimizing operational infrastructures, and driving large-scale performance improvements across BPO and customer experience environments. Expert in transforming underperforming operations, implementing strategic process improvements, and leveraging technology (CRM, CCaaS, workflow automation) to increase productivity, reduce operational costs, and improve customer satisfaction. Recognized for strong team leadership, data-driven decision-making, and the ability to execute strategies that enhance service delivery, strengthen operational efficiency, and support sustainable organizational growth.
Datos destacados
2
2
Languages
16
16
years of professional experience
Experiencia
Contact Center Account Manager / Operations Lead
BKPO Colombia (Co BPO SAS)
04.2022 - 10.2026
- Managed and optimized daily operations for a team of 80 contact center agents, consistently exceeding KPIs including FCR, CSAT, service quality, and productivity. Designed and executed efficiency strategies that reduced AHT/TMO, improved workflow structure, and increased agent performance. Conducted operational analysis and implemented process improvements generating a 15% reduction in overall operational costs.
- Strengthened cross-departmental collaboration to improve SLA compliance, reporting accuracy, and service delivery effectiveness.
- (3 years, 7 months)
Contact Center Account Manager
Teleperformance Colombia S.A
04.2011 - 03.2021
- Led the rollout of a new CRM ecosystem, resulting in a 15% boost in agent productivity and a 10% improvement in customer satisfaction. Developed and delivered a full onboarding and training program that reduced ramp-up time by 20%.
- Managed an annual operations budget of €850M COP, completing all initiatives on time and within budget. Directed omnichannel operations (Chat, Email, WhatsApp) and integrated them into CRM infrastructure for a seamless customer experience.
- Led the implementation and continuous improvement of call center operations using HubSpot, Monday and CCMS, optimizing lead management. Integrated leading cloud-based telephony solutions (Vonage, Wolkvox, Zadarma) to enhance communication efficiency and performance visibility.
- (10 years, 11 months)
Formación
High School - undefined
Hicksville High School
Six Sigma - undefined
Enfatiza tus habilidades clave
- Soft Skills Strategic
- Planning Team Leadership
- & Coaching High-impact
- Communication
- Negotiation Conflict
- Resolution
Idiomas
Español
Nativo
A1
Inglés
Avanzado (C1)
C1
Cronología
Contact Center Account Manager / Operations Lead
BKPO Colombia (Co BPO SAS)
04.2022 - 10.2026
Contact Center Account Manager
Teleperformance Colombia S.A
04.2011 - 03.2021
Six Sigma - undefined
High School - undefined
Hicksville High School