Jairo Andres Saboya Santander

- Responsible for the relationship management between the e-commerce platform Shopee and their Seller Acquisition BPO(contact center) providers.
- Plan resources in terms of productivity to meet company goals and budget/track expenses related.
- Structure, follow up and ensure KPIs are being met.
- Work with areas within the organization to develop proper objective achievement in the day-to-day activities.
- Design/execute strategies for seller acquisition and onboarding as part of the Business Development team.

- Account lead for a financial news editorial and a multichannel healthcare provider BPO account
- Responsible of ramping up initial project and overseeing performance, both operational and financial
- Manage, coach and develop groups of supervisors, middle managers and support areas towards continuous improvement

- Account lead for a healthcare provider BPO account
- Responsible for client relationship, performance, finances, continuous improvement and overall sustainability
- Train and coach employees in the middle management roles to enhance and ensure operational success with their teams of supervisors

- Co-lead and ramped a solar energy provider BPO account
- Responsible for performance across multiple channels including voice (inbound/outbound) and backoffice in 9 different LOBs
- Select, train and coach groups of 5-8 supervisors.
- Client interactions and presentations
- Design and follow up on all necessary processes to sustain operational success

- Co-lead and ramped a financial services provider BPO account
- In charge of developing leadership and team management skills to groups of 5-8 supervisors
- Analyze complex data to design and follow up on action plans based on account needs
- Actively engage in client relations, presentations and interactions
- Work together and lead support areas towards metric performance

- Supervisor for a cable, internet and phone provider, afterwards, for a financial services provider and lastly, before moving to a management position, for an online food delivery service
- In charge of developing and enhancing customer service and sales skills for a set group of agents
- Perform data analysis to assess most significant areas of opportunity
- Actively participate on constant account improvement processes

- Sales and technical support agent for an US cable, internet and telephone provider
- Maintained a sales conversation while ensuring optimal quality standards and customer service
- Mentor new hire groups
- Fulfill a role as a backup supervisor whenever needed