Jorge Velez Jerez
Bucaramanga
Summary
Industrial engineer with 5+ years of experience in BPO industry and project management, who is a strong leader and analytical problem solver dedicated to promote organizational efficiency, leading and motivating as well as excellent customer relations aptitude and relationship-building skills.
Overview
9
9
years of professional experience
Work History
Customer Care Supervisor
Teruya&Sterling Law Firm
10.2023 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Coached and monitor of team member's interactions to develop their soft skills to provide a high quality assistance.
- Implement customer care dashboard to measure and analyze the team member's performance considering the company's objectives.
- Handled and assist supervisor calls to guarantee a great journey with the company and not impact client's perception of the company.
Operations Manager / ACCM
Teleperformance
07.2022 - 07.2023
- Lead Colombia and Peru operation and training process during 4 years to guarantee excellent customer service to members.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency considering operational and financial KPIs.
- Analyzed and reported on key performance metrics to senior management to developed and implemented strategies to maximize customer satisfaction.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Supervisor Lead
Teleperformance
01.2022 - 06.2022
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Conducting coaching and feedback to guarantee quality standards improving areas of opportunities.
- Trained personnel to develop new team leads for operations department needs.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
Supervisor
Teleperformance
01.2020 - 12.2021
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets.
- Developed and implemented customer service policies to enhance satisfaction.
Trainer
Teleperformance
09.2019 - 12.2020
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Recruited and trained new members of guest service team.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
Team Leader
Accedo Technologies
08.2018 - 03.2019
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service considering operational KPIs
Customer Service Representative
Accedo Technologies
08.2017 - 08.2018
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized customer service software to manage interactions and track customer satisfaction.
Loss Control Engineer
Soluciones En Ingenieria De Riesgos
12.2015 - 11.2018
- Completed loss control surveys for underwriting information and evaluation.
- Prepared reports for clients and underwriters regarding property loss features and recommendations for improvement and future needs.
- Identified company resources, determined client risk factors and promoted solutions to establish solid client base.
Project and Quality Manager
Motoreste
10.2014 - 12.2014
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Improved quality processes for increased efficiency and effectiveness.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
Education
Industrial Engineer -
Universidad Pontificia Bolivariana
01.2016
Diploma in ISO 9001:2015 Quality Management -
Politecnico De Colombia
07.2017
Diploma in Risk Management -
Politecnico De Colombia
01.2017
Diploma in Project Management -
Politecnico De Colombia
01.2016
Internal Auditor HSEQ ISO 9001/14001 - OHSAS 18001 -
SGS Colombia
10.2014
Skills
- Process Improvement Strategies
- Project Management
- Staff Training
- Customer Experience Improvement
- Critical Thinking
- Employee Performance Evaluations
Timeline
Customer Care Supervisor
Teruya&Sterling Law Firm
10.2023 - Current
Operations Manager / ACCM
Teleperformance
07.2022 - 07.2023
Supervisor Lead
Teleperformance
01.2022 - 06.2022
Supervisor
Teleperformance
01.2020 - 12.2021
Trainer
Teleperformance
09.2019 - 12.2020
Team Leader
Accedo Technologies
08.2018 - 03.2019
Customer Service Representative
Accedo Technologies
08.2017 - 08.2018
Loss Control Engineer
Soluciones En Ingenieria De Riesgos
12.2015 - 11.2018
Project and Quality Manager
Motoreste
10.2014 - 12.2014
Industrial Engineer -
Universidad Pontificia Bolivariana
Diploma in ISO 9001:2015 Quality Management -
Politecnico De Colombia
Diploma in Risk Management -
Politecnico De Colombia
Diploma in Project Management -
Politecnico De Colombia
Internal Auditor HSEQ ISO 9001/14001 - OHSAS 18001 -
SGS Colombia
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