Guido Garcia
Deputy Manager Of Operations
Bogotá
Summary
Resourceful team player with experience and a proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Well-versed in business organization and strategies for successfully modernizing workplaces. Skilled at project support with proven history of solutions-oriented problem-solving.
Overview
8
8
years of professional experience
Work History
Intern Deputy Manager of Operations
Optum, UnitedHealth Group
12.2023 - 04.2024
- Coordinate work activities with supervisors, managers, departments, among others.
- Identify and resolve operational problems using defined processes, experience and judgement.
- Conduct weekly, monthly and annual performance reviews for team members, leaders and client.
- Identify improvement opportunities and propose action plans
- Coordinate and act as responsible for daily, weekly and monthly activities of the team members
- Establish priorities for the team ensuring compliance with tasks and performance objectives
- Prepared comprehensive reports summarizing data analysis findings, informing key decision-makers of important trends and patterns.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
Senior Customer Service Supervisor
Optum
10.2021 - 12.2023
- Applied OKR methodology for goal-oriented performance and service quality enhancement.
- Oversaw customer experience across multiple channels, ensuring excellence in service delivery.
- Implemented customer satisfaction strategies, improving service quality and SLA compliance.
- Developed support area growth plans, fostering professional development and operational expertise.
- Identified coaching opportunities, executing action plans for continuous improvement.
- Streamlined hiring and support processes, optimizing team composition for operational success.
Sales and Customer Service Supervisor
KM2 Solutions
09.2020 - 10.2021
- Creation and implementation of sales tactics to maximize team performance
- Evaluated employee performance and coached and trained to improve weak areas.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
Customer Service Supervisor
Conduent
10.2016 - 08.2017
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Oversaw customer experience across multiple channels, ensuring excellence in service delivery.
- Identified coaching opportunities, executing action plans for continuous improvement.
Education
Tecnologo En Turismo E Idiomas - Hotel Management
Institucion Tecnologica Colegio Mayor De Bolivar
Cartagena, Colombia 05.2001 -
Skills
Strategic planning and analysis
undefinedReferences
Alejandro Forero:
Senior Manager of Operations
+57 313-389-1472
Arturo Moreno:
Associate Director
+57 313-823-3354
Timeline
Intern Deputy Manager of Operations
Optum, UnitedHealth Group
12.2023 - 04.2024
Senior Customer Service Supervisor
Optum
10.2021 - 12.2023
Sales and Customer Service Supervisor
KM2 Solutions
09.2020 - 10.2021
Customer Service Supervisor
Conduent
10.2016 - 08.2017
Tecnologo En Turismo E Idiomas - Hotel Management
Institucion Tecnologica Colegio Mayor De Bolivar
05.2001 -
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