Jairo Dimas
Bogotá
Summary
Dynamic operations professional with a proven track record of optimizing processes and driving efficiency across diverse environments. Expertise in team collaboration, strategic planning, and achieving measurable results establishes a strong foundation for enhancing organizational performance. Proficient in project management, process improvement, and resource allocation, with a reputation for leading cross-functional teams through change while maintaining focus on company goals. Committed to delivering results under pressure and adapting to evolving challenges to elevate organizational brand.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Operations Manager – Logistics & Global Forwarding
Teleperformance
Bogota, Colombia
04.2021 - 12.2025
- Successfully implemented and scaled 4 international logistics and BPO clients.
- Maintained financial margins of 41%–45% for more than four consecutive years.
- Oversaw operations for regulatory filing, document intake, data extraction, arrival notices, billing, collections, accounting, and track & trace.
- Led 30–80 team members across multi-client and multi-country operations.
- Managed direct relationships with executive decision makers and global directors.
- Reduced operational errors by 22% through process standardization and Lean audits.
- Clients managed: Kuehne + Nagel, C.H. Robinson, American Logistics (Peru), Bridgeway Connects (Peru)
Junior Operations Manager
Teleperformance
Bogota, Colombia
12.2019 - 04.2021
- Full implementation of the Cisco program in Colombia.
- Developed operational dashboards, capacity models, and workflow structures.
- Developed and monitored key performance indicators to assess operational effectiveness and drive results.
- Optimized resource allocation strategies, ensuring alignment with organizational goals and maximizing output.
- Mentored junior staff, fostering skills development and promoting a culture of continuous improvement.
- Conducted regular assessments of operational processes, identifying areas for enhancement and implementing solutions.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Service Delivery Manager
Teleperformance
Bogota, Colombia
07.2015 - 12.2019
- Led Microsoft client program for partners acquisition and renewals.
- Played a key role in the program’s expansion and continuous improvement.
- Managed client relationships, ensuring alignment with business objectives and timely resolution of issues.
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Developed training programs to enhance employee skills and boost overall productivity levels.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Raised property accuracy and accountability by creating new automated partners renewals tracking method.
Sales Operations Supervisor
UPS
Bogota, Colombia
01.2012 - 07.2015
- Managed contact center and telesales teams for courier and freight forwarding.
- Designed retention and sales strategies, increasing conversion by 18%.
- Analyzed sales data to identify trends and support decision-making for operational improvements.
- Managed performance metrics tracking to drive accountability and continuous improvement within the team.
- Spearheaded cross-functional initiatives between the sales operations team and other departments to enhance overall efficiency within the organization.
- Managed a team of Telesales representatives for improved performance and increased customer satisfaction.
- Monitored accuracy and distribution of sales reports, recommending new tools or revisions to existing reports.
Team Supervisor – Retention & Sales
Konecta
Bogota, Colombia
04.2010 - 01.2012
- Led 8–10 teams for Telefónica in retention and sales operations.
- Achieved a 71% retention rate (historic record in 2011).
- Reduced employee turnover rate by fostering a supportive and positive work atmosphere.
- Assisted in recruiting top talent by conducting interviews, reviewing resumes, and participating in candidate selection decisions.
- Partnered with Telefonica manager to train and develop team member skillsets and competencies.
Call Center Supervisor (Internal Client)
Avianca Cargo
Bogota, Colombia
01.2008 - 03.2010
- Audited Teleperformance (BPO vendor) for compliance with KPI, SLA, and contractual quality standards.
- Created performance dashboards and reporting structures.
- Developed training materials and resources for onboarding new employees within the call center environment.
- Coordinated cross-departmental communication to streamline issue resolution and enhance customer satisfaction.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Created team rotations to man center effectively during peak hours.
- Spearheaded adoption of customer relationship management (CRM) software, enhancing data accuracy and accessibility.
Education
Bachelor of Science - Industrial Engineering
UNAD
Bogota, Colombia12-2026
Skills
- Operations management
- Customer relationship management
- Performance management
- Workforce management
- Data management
- Team leadership
Certification
- Lean Six Sigma – Yellow Belt
- Leadership Foundations (Coursera)
- Logistics & Supply Chain Fundamentals
LANGUAGES
Spanish: Native
English: Advanced (B2+)
Portuguese: Intermediate (B2)
AREAS OF EXPERTISE
- Operations Leadership
- Client Implementation
- Logistics & Freight Forwarding Account Management
- KPI & SLA Management
- Process Automation
- Regulatory Filing – CHR
- Billing & Collections
- Team Development & Coaching
- Stakeholder Management
Timeline
Operations Manager – Logistics & Global Forwarding
Teleperformance
04.2021 - 12.2025
Junior Operations Manager
Teleperformance
12.2019 - 04.2021
Service Delivery Manager
Teleperformance
07.2015 - 12.2019
Sales Operations Supervisor
UPS
01.2012 - 07.2015
Team Supervisor – Retention & Sales
Konecta
04.2010 - 01.2012
Call Center Supervisor (Internal Client)
Avianca Cargo
01.2008 - 03.2010
Bachelor of Science - Industrial Engineering
UNAD