Summary
Overview
Work History
Education
Skills
Personal Information
C C
Languages
References
Timeline
Generic
Miguel Rosas Mateus

Miguel Rosas Mateus

Bogotá,DC

Summary

Dynamic operations leader with a proven track record at TTEC and FPS, excelling in performance management and budget oversight. Skilled in data analysis and coaching, I have successfully enhanced team efficiency and streamlined processes, driving significant improvements in productivity and employee satisfaction. Committed to achieving organizational goals through strategic decision-making and effective communication.

Overview

8
8
years of professional experience

Work History

Supports (SME's) Supervisor

TTEC
Bogotá
02.2024 - Current
  • Recruited, hired, trained, and mentored staff while managing performance evaluations and terminations as necessary.
  • Monitored employee productivity to pinpoint improvement areas and enhance overall efficiency.
  • Directed daily operations of a 25-member team, ensuring alignment with organizational goals.
  • Provided guidance to subordinates on job responsibilities and expectations.
  • Collaborated with departments to streamline workflow processes between teams.
  • Conducted periodic performance reviews, documenting results to inform development plans.

Assistant Operations Manager

Full Potential Solutions
Bogotá
11.2022 - 01.2024
  • Oversaw budget development for projects and managed overall departmental expenditures in a 250 reps operation.
  • Resolved customer complaints promptly while maintaining professionalism.
  • Ensured compliance with safety regulations and industry standards at all times.
  • Created detailed reports on project progress and performance metrics to inform stakeholders.
  • Assisted in recruitment, training, and evaluation processes for personnel.
  • Developed and implemented operational procedures to enhance workflow efficiency.
  • Maintained accurate financial records and employee data for streamlined operations.
  • Researched potential vendors and negotiated contracts for essential goods and services.

Workforce Real Time Analyst

KM2 Solutions
Bogotá
03.2020 - 10.2022
  • Provided data-driven recommendations to management regarding staffing strategies and operational efficiencies.
  • Managed communication between managers, employees, payroll administrators, and third-party vendors.
  • Established key performance indicators related to labor performance goals.
  • Participated in meetings with department heads to discuss staff scheduling needs.
  • Assessed the impact of proposed changes to organizational structure on workforce capacity.

Quality Assurance Analyst

Atento
Bogotá
06.2019 - 02.2020
  • Conducted a detailed analysis of business requirements and developed test plans to ensure client satisfaction.
  • Performed functional, system integration, regression, user acceptance testing.
  • Provided support for internal customers by troubleshooting reported issues quickly and accurately.
  • Monitored production environment performance metrics for anomalies that could indicate quality issues.

Quality Assurance Analyst

Teleperformance
Bogotá
07.2017 - 10.2018
  • Conducted a detailed analysis of business requirements and developed test plans to ensure client satisfaction.
  • Performed functional, system integration, regression, user acceptance testing.
  • Provided support for internal customers by troubleshooting reported issues quickly and accurately.
  • Monitored production environment performance metrics for anomalies that could indicate quality issues.

Education

Industrial Engineer -

Universidad Piloto De Colombia
Bogotá D.C, Bogotá D.C, Colombia
12-2028

BPO and Experience Center Management -

Politécnico de Colombia
Medellín, Antioquia, Colombia
12.2020

Quality Management Standards ISO 9001:2015 -

Politécnico Intercontinental
Itagüí, Antioquia, Colombia
12.2020

Bachelor of Science - Zootechnician

Universidad Nacional De Colombia
Medellin, Colombia
12-2014

Skills

  • Data analysis and compliance
  • Budget management
  • Goal orientation
  • Project planning
  • Performance management
  • Coaching and mentoring
  • Decision-making
  • Public speaking and communication
  • Attention to detail
  • Problem solving

Personal Information

Marital Status: Single

C C

1'076.658.527

Languages

Spanish
First Language
English
Proficient (C2)
C2
Italian
Beginner (A1)
A1

References

References available upon request.

Timeline

Supports (SME's) Supervisor

TTEC
02.2024 - Current

Assistant Operations Manager

Full Potential Solutions
11.2022 - 01.2024

Workforce Real Time Analyst

KM2 Solutions
03.2020 - 10.2022

Quality Assurance Analyst

Atento
06.2019 - 02.2020

Quality Assurance Analyst

Teleperformance
07.2017 - 10.2018

Industrial Engineer -

Universidad Piloto De Colombia

BPO and Experience Center Management -

Politécnico de Colombia

Quality Management Standards ISO 9001:2015 -

Politécnico Intercontinental

Bachelor of Science - Zootechnician

Universidad Nacional De Colombia

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Miguel Rosas Mateus