Mayra Alejandra Gomez Perez
Resumen profesional
Results-driven Account and Operations Director with experience leading large-scale teams, optimizing KPIs, and managing strategic client relationships in fast-paced environments. Skilled in account management, process improvement, workforce leadership, and operational restructuring. Proven ability to drive productivity, develop high-performing teams, and deliver measurable business results. Experienced collaborating cross-functionally to improve customer experience, operational efficiency, and organizational growth.
Datos destacados
5
5
years of professional experience
Experiencia
VP Of Service Operations
Vensure
Bogota, Bogota
2024.09 - Actual
- Oversaw multi-department service operations including Payroll, Implementations, Marketing, Employee Relations, Client Solutions, and Global Operations.
- Directed operational strategy and cross-functional initiatives to improve service delivery, client satisfaction, and organizational performance.
- Led the restructuring and optimization of the Payroll Department, improving workflows, leadership efficiency, and KPI performance across a 300+ employee organization.
- Managed operational performance metrics and implemented data-driven strategies to improve productivity, service quality, and departmental efficiency.
- Developed and coached leadership teams to foster accountability, autonomous decision-making, and continuous operational improvement.
- Partnered with executive leadership to align operational objectives with company growth strategies and client expectations.
- Oversaw implementation processes to ensure seamless onboarding experiences, operational readiness, and successful client transitions.
- Collaborated with Marketing and Client Solutions teams to support business growth, client retention, and service expansion initiatives.
- Directed Employee Relations operations, supporting employee engagement, conflict resolution, and leadership development initiatives.
- Led Global Operations initiatives focused on scalability, process standardization, and operational consistency across teams.
- Implemented continuous improvement strategies to eliminate operational inefficiencies and streamline complex processes.
- Managed stakeholder relationships and collaborated cross-functionally to drive operational excellence and enhance customer experience.
- Supported high-risk account recovery efforts through KPI improvement initiatives and operational restructuring strategies.
- Ensured compliance, service quality standards, and operational alignment across multiple departments and business units.
- Drove a culture of collaboration, innovation, accountability, and high performance within fast-paced operational environments.
Account Manager
Teleperformance
2022.10 - 2024.07
- Build and maintain strong client relationships, developing business strategies to drive growth and success.
- Implement performance management projects to improve short-term KPIs and sustain long-term results.
- Lead project implementations, bringing new clients to the company through effective client management strategies.
Operations Manager
Teleperformance
2021.08 - 2022.10
- Developed and managed an organizational structure that allowed for effective resource allocation and delegation of tasks.
- Established and maintained effective communication channels with internal and external stakeholders, resulting in improved customer service and satisfaction.
- Established and maintained effective communication and collaboration between departments.
Training Lead
Teleperformance
2019.08 - 2021.08
- Conducted training needs assessments to identify employee skill gaps, resulting in targeted training sessions that improved performance.
- Developed a system to measure and evaluate training effectiveness, resulting in improved training programs.
- Developed customer service training materials and conducted training sessions for customer service staff.
Formación
Industrial Engineer - Ingenieria
Politecnico Grancolombiano
BogotaEnfatiza tus habilidades clave
- Time Management
- Leadership
- Fast Learner
- Project Management
- Strategic Planning
- Client Relationships
- Team Leadership
- Continuous Improvement
- Sales Strategies
- Team building
- Data Analisys
Idiomas
English
Avanzado
Spanish
Experto
Francés
Principiante
A1
Éxitos profesionales
- Successfully recovered underperforming BPO accounts at risk of closure by improving operational KPIs, team performance, and client satisfaction metrics.
- Led the restructuring of the Payroll Department, optimizing workflows, redefining leadership structures, and improving operational efficiency across a 300+ employee organization.
- Developed and implemented strategic sales initiatives for BPO campaigns, contributing to revenue growth, client retention, and improved performance metrics.
- Streamlined inefficient and redundant operational processes, reducing bottlenecks and improving productivity through continuous process improvement initiatives.
- Built and developed autonomous leadership teams capable of data-driven decision-making, problem-solving, and independent execution of operational strategies.
- Improved overall team performance through KPI management, leadership coaching, and performance optimization initiatives in fast-paced operational environments.
- Drove organizational growth by implementing scalable operational structures and fostering a culture of accountability, collaboration, and continuous improvement.
- Enhanced employee engagement and leadership development through career path initiatives and mentorship programs.
Cronología
VP Of Service Operations
Vensure
2024.09 - Actual
Account Manager
Teleperformance
2022.10 - 2024.07
Operations Manager
Teleperformance
2021.08 - 2022.10
Training Lead
Teleperformance
2019.08 - 2021.08
Industrial Engineer - Ingenieria
Politecnico Grancolombiano