Juan Sebastian Romero Pacheco
Customer Onboarding / Customer Success / Learning And Development
Medellín,ANT
Summary
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing Customer Success, Onboarding and Learning and Development teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Long term planning and big picture taker, aiming to ensure best possible results in time record.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Customer Onboarding Team Lead
Amenitiz
2024.06 - Current
- I led a team of On boarders/web designers in order to develop and implement customers into our platform, reducing customer on boarding time under 15 days.
- I created strategies in order to increase direct sales by using direct channels such as personalized websites and booking engines to increase direct reservations by 50%.
- Enhanced overall team performance by providing weekly 1-1 sessions, workshops and cross team meetings.
Training Lead
Teleperformance Colombia
2020.01 - 2024.04
- As Training Lead, my role was to oversee diverse training teams across three different geographies. My role involved supporting al Learning and Development functions across multiple accounts, while driving improvements and proposing enhancements to training processes. These efforts consistently added value and ensured of out training quality above 85% under 30 days.
- Implemented several performance management sessions to increase KPI attainment, obtaining an overall of 90%+ across all KPIs.
Trainer
Teleperformance Colombia
2018.08 - 2020.01
- I was assigned for the implementation of a new project, I led the learning and development part; I achieved over 90% of KPIs in all the training groups I led, driving to a successful growth of the project in over 100 HC over the course of 12 months
Customer Care Representative
Teleperformance Colombia
2017.02 - 2018.08
- Performed customer calls/emails from customers and businesses.
- Consistently being within TOP20 (Best 20 agents among 200+ HC) with 95%+ achievement across all KPIs.
Manager
Leni Brothers
2016.07 - 2016.12
- Managing the main office, in charge of middle and long term planning and commercial bonds with partners
Intern
Leni Brothers
2016.01 - 2016.06
- Internship in LeniBrothers, receiving and codifying payments
Education
International Business -
University of Tolima
Ibague, TOL 2011.01 - 2016.09
Skills
Time management
Quality control
Coaching and mentoring
Process improvement
Performance monitoring
Operations management
KPI Management
Work under pressure
Stakeholder management
Employee evaluation
Conflict resolution
Time management
Personal Information
Date of Birth: 08/01/94
Timeline
Customer Onboarding Team Lead
Amenitiz
2024.06 - Current
Training Lead
Teleperformance Colombia
2020.01 - 2024.04
Trainer
Teleperformance Colombia
2018.08 - 2020.01
Customer Care Representative
Teleperformance Colombia
2017.02 - 2018.08
Manager
Leni Brothers
2016.07 - 2016.12
Intern
Leni Brothers
2016.01 - 2016.06
International Business -
University of Tolima
2011.01 - 2016.09