Excel
Federico Castrillon Herrera
Operations Associate
Medellin
Summary
Dynamic Operations Supervisor at Concentrix with a proven track record in enhancing team productivity and customer satisfaction. Skilled in operations management and effective communication, I implemented quality control systems that significantly reduced errors, fostering strong customer relationships and loyalty. Recognized for exceeding performance metrics and driving operational excellence.
Overview
4
4
years of professional experience
2
2
Languages
Work History
Operations Supervisor
Concentrix
07.2022 - Current
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
Customer Service Representative
OneLink BPO
10.2021 - 07.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
Colegio Corazonista De Medellin
Medellin, Colombia 05.2001 -
Skills
Operations management
Customer relations
Performance monitoring
Staff supervision
Management
Data analysis
KPI tracking
Technology
Problem-solving abilities
Excellent communication
Administration and operations
Microsoft office
Software
Adobe Illustrator
Adobe Photoshop
Word
Power Point
Interests
Graphic design
Video Games
Movies
Timeline
Operations Supervisor
Concentrix
07.2022 - Current
Customer Service Representative
OneLink BPO
10.2021 - 07.2022
High School Diploma -
Colegio Corazonista De Medellin
05.2001 -
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