Summary
Overview
Work History
Education
Skills
Software
Interests
Timeline
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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

Excel

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 -
Federico Castrillon HerreraOperations Associate