Summary
Overview
Work History
Education
Skills
Timeline
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Jairo Esteban Olaya Mejia

Jairo Esteban Olaya Mejia

Attorney - Manager
Bogotá,DC

Summary

With over 7 years of experience in legal and operational leadership roles, I am a dynamic professional with a proven track record of driving success in fast paced environments. As a senior manager, I have improved My skills in strategic planning, resource management, KPI collection and follow up, people development and compliance across various industries.

Throughout My career, I have demonstrated a commitment to delivering outstanding results and fostering a culture of excellence, being able to adapt my expertise beyond traditional boundaries, encompassing areas such as contract negotiation, risk management, customer care, customer's protection and regulatory compliance.

I Thrive on innovation, collaboration and adaptability, qualities that have enabled me to lead cross-functional teams achieving their goals and increasing their potential, my approach is grounded in a deep understanding of business operations and passion for understanding and care for the people around me.

Now, I am eager to bring my unique blend of skills and experience to a new challenge where I can leverage my talents to make a meaningful impact and drive success in any industry

Overview

10
10
years of professional experience
2
2
Languages

Work History

Medical Interpreter

ICC BPO
Bogotá, Bogota D.C.
08.2024 - Current
  • Collaborated with the clinical team to ensure seamless patient care, streamlining communication processes, and reducing misunderstandings.
  • Ensured clear communication by providing precise interpretation of doctor''s instructions, diagnoses, and prescriptions to non-English speaking patients.
  • Enhanced patient understanding by accurately translating medical terminology and complex concepts between medical professionals and patients.

Senior Account Supervisor

Bet365
08.2023 - 01.2024
  • Collaborated with cross-functional teams to develop comprehensive marketing strategies, ensuring consistent messaging across all channels.
  • Led successful pitches for major accounts by presenting compelling proposals that demonstrated the unique value proposition of our services.
  • Identified potential risks in client accounts, implementing mitigation strategies to protect both the company and the client from potential losses.
  • Mentored junior staff members on best practices for account management, fostering a culture of continuous learning and professional development.
  • Delivered regular reports and presentations to senior management on account progress and growth opportunities, driving strategic decision-making within the organization.

Virtual Senior Team Manager

Sutherland Global Services
02.2023 - 08.2023
  • Spearheaded strategic planning efforts, aligning team goals with organizational objectives for sustained growth.
  • Championed continuous improvement initiatives, leading to enhanced processes and increased efficiency within the team.
  • Optimized resource allocation to ensure timely completion of projects without compromising quality standards.
  • Established clear performance metrics and provided constructive feedback to enhance overall team competence.
  • Evaluated individual performances objectively, identifying areas of improvement and providing tailored guidance for career growth.

Team Manager

Sutherland Global Services
11.2020 - 02.2023
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Led employee relations through effective communication, coaching, training, and development.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.

Team Coordinator

Sutherland Global Services
03.2020 - 11.2020
  • Worked with customer service to handle escalated customer issues.
  • Served as a liaison between management and team members to address concerns and facilitate problem-solving initiatives.
  • Developed strong relationships with cross-functional teams, facilitating collaborative efforts towards shared goals.
  • Directed weekly status meetings with agenda-setting, note-taking, and follow-up action items to ensure alignment among all stakeholders involved in ongoing projects.

Support Ambassador

Sutherland Global Services
07.2019 - 03.2020
  • Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
  • Assisted team with operational policies and procedures to drive services.
  • Evaluated progress towards achieving mission goals using key performance indicators and implemented necessary changes for continuous improvement.

Customer Service Agent

Convergys
06.2017 - 07.2019
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.

Customer Service Representative

Teleperformance
01.2015 - 09.2016
  • 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.

Education

Attorney - Law

Pontificia Universidad Javeriana
Bogotá, Colombia
05.2001 -

High School Diploma -

Academia Militar Antonia Santos.
Bogotá, Colombia
05.2001 -

Skills

Timeline

Medical Interpreter

ICC BPO
08.2024 - Current

Senior Account Supervisor

Bet365
08.2023 - 01.2024

Virtual Senior Team Manager

Sutherland Global Services
02.2023 - 08.2023

Team Manager

Sutherland Global Services
11.2020 - 02.2023

Team Coordinator

Sutherland Global Services
03.2020 - 11.2020

Support Ambassador

Sutherland Global Services
07.2019 - 03.2020

Customer Service Agent

Convergys
06.2017 - 07.2019

Customer Service Representative

Teleperformance
01.2015 - 09.2016

Attorney - Law

Pontificia Universidad Javeriana
05.2001 -

High School Diploma -

Academia Militar Antonia Santos.
05.2001 -
Jairo Esteban Olaya MejiaAttorney - Manager