Mateo Peña
Operations/Account Manager
Barranquilla
Summary
Proven leader in account management and customer service, adept at fostering client relationships and driving revenue growth. At HGS Colombia, I spearheaded initiatives that significantly enhanced client satisfaction and retention. Skilled in project management and teamwork, my strategic approach resulted in notable business development successes.
Overview
6
6
years of professional experience
Work History
Account Manager
HGS Colombia
01.2024 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
Sales Operations Manager
HGS Colombia
02.2023 - Current
- Analyzed sales metrics to identify trends, opportunities, and areas for improvement in the overall operations strategy.
- Increased sales revenue by streamlining the sales operations process and implementing effective strategies.
- Motivated team members by offering constructive feedback during regular one-on-one sessions that foster personal growth.
- Championed continuous improvement by conducting regular reviews of internal processes to drive efficiency gains.
Customer Service Manager
Majorel Colombia
02.2022 - 02.2023
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
WFM Intraday Specialist
RV Mavin
07.2021 - 07.2022
- Collaborated with cross-functional teams to ensure seamless integration of workforce management practices across departments.
- Maintained up-to-date knowledge of industry best practices and trends in workforce management, applying this insight to enhance intraday operations.
- Leveraged advanced analytics to identify trends and patterns in historical workload data, informing more accurate future forecasts.
- Adapted WFM approaches to accommodate seasonal fluctuations or special projects requiring additional resources or alternate staffing arrangements.
Operations Manager
Teleperformance
01.2021 - 07.2021
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
Team Manager
Teleperformance
06.2020 - 01.2021
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
Customer Service/Sales Representative
Sykes Colombia
12.2018 - 06.2020
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
Education
No Degree - Law
Universidad Del Atlantico
Barranquilla 05.2001 -
Skills
Account Management
Teamwork and Collaboration
Account development
Customer Service
Client Relationship Management
Business Development
Project Management
Revenue Generation
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Account Manager
HGS Colombia
01.2024 - Current
Sales Operations Manager
HGS Colombia
02.2023 - Current
Customer Service Manager
Majorel Colombia
02.2022 - 02.2023
WFM Intraday Specialist
RV Mavin
07.2021 - 07.2022
Operations Manager
Teleperformance
01.2021 - 07.2021
Team Manager
Teleperformance
06.2020 - 01.2021
Customer Service/Sales Representative
Sykes Colombia
12.2018 - 06.2020
No Degree - Law
Universidad Del Atlantico
05.2001 -
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