Resumen profesional
Datos destacados
Experiencia
Formación
Enfatiza tus habilidades clave
Other skills
Idiomas
Éxitos profesionales
Cronología
2e
JESUS VELANDIA

JESUS VELANDIA

Bello,Antioquia

Resumen profesional

As a dedicated leader with over 8 years of experience in the BPO industry, I have successfully developed high-performance teams and driven operational excellence. My career has included roles as CS advisor, Executive Assistant, Operations Supervisor, Senior Operations Supervisor, and currently Operations Coordinator. I have a proven track record in implementing new LOBs with outstanding results across KPIs. My goal is to advance in my career as an Operations Manager where I can keep developing my negotiation skills, strategic thinking, and operational optimization skills, always focusing on the client and my team wellbeing.

Datos destacados

8
8
years of professional experience

Experiencia

Operations Coordinator

Concentrix
Medellín
02.2023 - 02.2025
  • Oversaw performance of 150+ team members among CS advocates, team leaders and senior team leaders, achieving 10+ KPIs
  • Led cross-departmental collaboration to enhance operational efficiency
  • Successfully implemented operations in a new branch, surpassing performance targets in half the expected time
  • Developed +20 supervisors, with two becoming top performers among 4 other GEOs
  • Developed and tracked action plans focused on attrition reduction and quality improvement
  • Expanded action plans to two additional GEOs, maintaining high performance
  • Supervision of the selection, training and development of new personnel.
  • Optimization of workflows through the application of agile methodologies.
  • Development and implementation of operational strategies that reduce operational shrinkage and maintain ASR expectations.
  • Accountable for incentives budget management, keeping control in bonuses payments for my branch (Medellin) for both advocates and staff.

Senior Operations Supervisor

Webhelp
Bogotá
06.2022 - 02.2023
  • Training of new team leaders in the tasks of their competence.
  • Direction and general administration of quality improvement plans as well as floor support management, leading 15 advocates in Bogotá and Bucaramanga.
  • Development and implementation of improvement strategies for attrition reduction.
  • Search for opportunities for continuous improvement and process optimization.
  • Preparation of KPI reports and presentation of periodic results to management.

Operations Supervisor

Onelink
Bogotá
09.2021 - 06.2022
  • Led teams supporting a major US financial company in the risk management area
  • Successfully launched a new LOB, expanding operations from 50 to 150+ advocates within two months
  • Supervision of the selection, training and development of new personnel.
  • Management and monitoring of key performance indicators (KPIs).
  • Coordination of the tasks of the work team and monitoring of its performance.
  • Identification of risks and resolution of obstacles and problems presented.
  • Implementation of strategies for the continuous improvement of operational processes.
  • Verification of compliance with internal policies and procedures.

Formación

Project Management Certificate - Psychology

Fundación Universitaria Sanitas
01.2014 - 1 2018

Google
05.2024 - 7 2024

Enfatiza tus habilidades clave

  • Data Analysis
  • Advanced Coaching Techniques
  • Change Management
  • LOB implementations
  • Budget management
  • Team Development
  • Negotiation
  • SCRUM management
  • Dirección de equipos
  • Project planning
  • Administrative management
  • Operations Management
  • Delegation of tasks
  • Resource management
  • Strategic vision
  • Effective decision-making

Other skills

  • Active Volleyball player within a semi-professional team.
  • Led the nurturing of ”Red Distrital de Estudiantes de Psicologia”, being the first association of this nature in Colombia
  • Founder and manager of a motorcycles and cars accesories company since Aug, 2024 (www.switchcustoms.store)

Idiomas

Inglés
Avanzado (C1)
C1

Éxitos profesionales

  • Chosen as Outstanding supervisor of Q3 and Q4 2021 due to operational excellence.
  • Optimization of the shrinkage control system in my account, achieving attendance above 95% and keeping ASR accomplishment by 102% for 8 consecutive months in a Voice LOB.
  • Generated + $USD40.000 in PMA during Q4 2023 to finance the realization of a recognition event to all account associates, positively impacting attrition control for next months.


Increase in the number of [Customers/users] by [Number]% during [Indicates the year/period of that increase].

Cronología

Google
05.2024 - 7 2024

Operations Coordinator

Concentrix
02.2023 - 02.2025

Senior Operations Supervisor

Webhelp
06.2022 - 02.2023

Operations Supervisor

Onelink
09.2021 - 06.2022

Project Management Certificate - Psychology

Fundación Universitaria Sanitas
01.2014 - 1 2018

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JESUS VELANDIA