Jose Valenzuela
Operation - Customer Experience - Startups
Bogota
Summary
Personable and strategic with aptitude for leadership and team development, bringing in-depth knowledge of customer service protocols and operational efficiency techniques. Possesses strong communication and problem-solving skills, coupled with thorough understanding of call center software and performance metrics. Committed to driving customer satisfaction and operational excellence.
Overview
18
18
years of professional experience
2
2
Languages
Work History
Contact Center Manager (Global Operations)
Cabify
10.2018 - 11.2024
- Implemented innovative technologies to enhance contact center performance and efficiency.
- Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
- Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
- Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
- Advanced operational efficiency within the contact center by identifying areas for automation implementation while maintaining a human-centric focus.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
Bussines Unit Manager
GSS
09.2017 - 08.2018
- I led the management of 9 customer service operations, including cross-selling, outbound sales, and retention, ensuring operational efficiency to meet financial KPIs.
- Established productive relationships with key stakeholders, ensuring alignment of business objectives.
- Identified growth opportunities by staying current on industry trends and competitive landscape insights.
- Increased efficiency by implementing new business unit strategies and streamlining operations.
- Negotiated contracts with vendors for cost-effective procurement of goods and services.
- Managed budgets and resources effectively to achieve financial goals and maximize profitability.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Manager of Operations
ABPS
03.2016 - 08.2017
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
- Developed strong relationships with suppliers, resulting in reduced costs and better quality products.
- Partnered with vendors and suppliers to effectively manage and budget.
- Created and executed strategic plans aimed at increasing profitability while maintaining exceptional customer service standards.
- Directed resource allocation efforts, maximizing utilization of personnel, materials, and equipment resources for efficient operations management.
- Mentored junior team members in their career progression pathing endeavors towards managerial roles within the company structure framework.
Account Manager
Teleperformance
04.2013 - 02.2016
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Optimized account allocation among team members to ensure balanced workload and focus on high-priority clients.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
- Negotiated contracts with focus on maximizing profit and ensuring client satisfaction.
- Enhanced client engagement through regular newsletters and updates on product developments and industry news.
- Facilitated client meetings to gather feedback and adjust strategies accordingly, ensuring alignment with client objectives.
Training Manager
Konecta
08.2012 - 03.2013
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Trained new hires to perform cross-training exercises with experienced workers.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Reduced onboarding time for new hires through the development of effective orientation modules.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Increased overall productivity by conducting regular skills gap analyses and addressing identified needs with targeted training interventions.
- Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
Training Specialist
Sitel
07.2010 - 08.2012
- Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
- Improved employee retention rates by creating engaging and interactive learning materials.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.
- Monitored and evaluated training performance to determine quality and cohesiveness.
Training Specialist
Outsourcing
02.2007 - 06.2010
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Prepared videos for online and remote instruction.
- Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
- Developed training handbooks, computer tutorials and reference materials.
- Documented participation and evaluated learning for each participant.
- Led workshops on various topics such as leadership development, communication skills, and time management, improving employee competencies across the organization.
- Developed customized training materials including presentations, job aids, and facilitator guides for effective knowledge transfer.
Education
BBA - Product Manager
IBM
England 05.2001 -
BBA - Project Manager
Escuela De Negocios De Barcelona
Bogota, Colombia 05.2001 -
Bachelor of Arts - Publicist
Universidad Central
Bogota, Colombia 05.2001 -
Skills
Workforce management
Coaching and mentoring
Crisis management
Staff recruitment
Budgeting and finance
Operational efficiency
Customer service management
Decision-making
Performance management
Customer relationship management
Adaptability
Strategic planning
Timeline
Contact Center Manager (Global Operations)
Cabify
10.2018 - 11.2024
Bussines Unit Manager
GSS
09.2017 - 08.2018
Manager of Operations
ABPS
03.2016 - 08.2017
Account Manager
Teleperformance
04.2013 - 02.2016
Training Manager
Konecta
08.2012 - 03.2013
Training Specialist
Sitel
07.2010 - 08.2012
Training Specialist
Outsourcing
02.2007 - 06.2010
BBA - Product Manager
IBM
05.2001 -
BBA - Project Manager
Escuela De Negocios De Barcelona
05.2001 -
Bachelor of Arts - Publicist
Universidad Central
05.2001 -
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