Jose David Arteaga
Resumen profesional
Bilingual Operations Leader with a proven track record of developing high-performance teams and optimizing operational workflows. Expert in driving key metrics (KPIs) through data-driven coaching and process improvement (Lean Six Sigma). Specialized in managing complex regulatory environments, with deep expertise in insurance protection plans, risk mitigation, and the precise application of Terms & Conditions (T&Cs) to ensure operational integrity and client satisfaction
Datos destacados
8
8
years of professional experience
Experiencia
Team Leader
TTEC
Bogota
2025.12 - 2026.04
- Operational Leadership: Direct and mentor a high-performing team by performing deep-dive call monitoring and behavioral analysis to design customized action plans.
- Performance Optimization: Drive key metrics including 3-day Resolution, VXS (CSAT), Handoff rates, and AHT, consistently meeting and exceeding operational targets.
- Strategic Compliance & Knowledge: Guide the team in navigating diverse insurance and protection offerings, ensuring agents provide accurate, transparent information to customers to facilitate informed decision-making and a premium experience.
- Data-Driven Strategy: Analyze daily operational trends to identify "impactful behaviors," implementing rapid-response strategies that align with both client satisfaction and company integrity.
- Administrative & Payroll Management: Oversee critical administrative workflows, including payroll synchronization, attendance tracking (absences/disabilities), and vacation planning to ensure cost-efficiency and budget adherence.
- Escalation Management: Handle daily supervisor-level calls, resolving complex issues by applying expert knowledge of the internal Knowledge Base and service terms.
Customer Service and Cross Sales
TTEC
2025.06 - 2025.11
- Expert Advisory: Leveraged my previous experience at Asurion to provide specialized advice, helping customers identify and choose the insurance or protection plans that best suited their specific needs.
- Customer Support & Sales: Provided high-quality customer service by addressing inquiries and offering personalized solutions, resulting in increased service adoption through effective cross-selling.
- Information Accuracy: Ensured a premium experience by explaining complex terms and conditions clearly, allowing customers to make well-informed decisions based on accurate information.
- Needs Analysis: Used a consultative approach to understand customer requirements, bridging the gap between their problems and the right protection products
Sales Coach
Asurion
2023.06 - 2025.01
- Strategic Data Analysis: Performed deep-dive analysis of team performance trends and KPIs to identify "impactful behaviors," translating complex data into actionable strategies for continuous improvement.
- Executive Reporting: Developed and led Quarterly Business Presentations, showcasing team progress, revenue growth, and strategic roadmaps to senior leadership.
- Performance & Revenue Growth: Mentored a team that achieved $150K+ in annualized revenue potential by balancing high-volume sales with a strong focus on quality and customer retention.
- Operational Integrity & Compliance: Managed team adherence to Terms & Conditions (T&Cs), ensuring all protection plan offers were accurate and transparent to mitigate potential risks or "Red Flags."
- Quality Coaching: Conducted call monitoring and feedback sessions to ensure agents provided precise information, helping customers distinguish between different coverage options for informed decision-making.
- Leadership & Talent Acquisition: Executed individual development plans and participated in the hiring process to ensure all new team members met the company’s standards for technical proficiency and ethical performance.
Technical Support
Asurion
2022.03 - 2023.06
- Expert Technical Advisory: Provided premium support for wireless device customers, leveraging deep product knowledge to advise on the most suitable insurance and protection plans based on their specific coverage needs.
- Information Accuracy & Quality: Focused on delivering 100% accurate information regarding coverage limits, inclusions, and Terms & Conditions (T&Cs), ensuring customers made well-informed decisions.
- Ethical Cross-selling: Identified customer gaps in protection and promoted the Home Device Protect service, maintaining a high standard of risk prevention and transparency in every interaction.
- Problem Solving & Retention: Resolved complex technical and account queries by applying a consultant mindset, improving overall customer satisfaction and brand loyalty through precise communication.
Coach
Teleperformance
2021.02 - 2022.02
- Development of the team, working individually with each integrant of the group.
- Creating strategies to work on different skills.
- Identifying root causes of each teammate.
- Helping them to achieve their goals.
Customer Service Representative
Teleperformance - eBay
2020.02 - 2021.02
- Provided customer service to different kinds of customers (sellers and buyers) of a marketplace.
- Ensured a better experience for customers by providing support to solve queries.
- Contributed to constructing a great relationship with the company.
Customer Service Representative
Teleperformance - Vodafone
2019.01 - 2020.02
- Provided customer service to a telephonic enterprise that provides services as TV, internet, landline.
- Increased the consumption of services for customers depending on their plans.
- Sold additional services like landline, internet, and TV to customers who originally only had cellphone plans.
Customer Service Representative
Atento - Movistar
2018.06 - 2018.12
- Provided customer service to a telephonic enterprise that provides services as TV, internet, and landline.
- Increased consumption of services for customers depending on their plans.
- For example, if they only had a cellphone, would sell the whole service including landline, internet, and TV.
Formación
Bachelor's degree -
Enfatiza tus habilidades clave
- CRM tools (lofty Hubspot - Basic)
- Excel
- Google Workspace
- Microsoft Office
- Call coaching & performance feedback
- Cross-selling & Upselling strategies
- KPI Analysis & Trend Identification
- Team Leadership & Development
- Customer Success & Retention
Idiomas
Spanish
Experto
English
Avanzado
Cronología
Team Leader
TTEC
2025.12 - 2026.04
Customer Service and Cross Sales
TTEC
2025.06 - 2025.11
Sales Coach
Asurion
2023.06 - 2025.01
Technical Support
Asurion
2022.03 - 2023.06
Coach
Teleperformance
2021.02 - 2022.02
Customer Service Representative
Teleperformance - eBay
2020.02 - 2021.02
Customer Service Representative
Teleperformance - Vodafone
2019.01 - 2020.02
Customer Service Representative
Atento - Movistar
2018.06 - 2018.12