Nelson Daniel Becerra
Operations Manager
Tunja,BOY
Summary
Experienced Operations Manager bringing 8 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
10
10
years of professional experience
14
14
years of post-secondary education
Work History
Customer Support Team Lead
BruntWork
2024.04 - Current
- Analyzed performance metrics to identify areas for improvement and develop action plans accordingly.
- Managed team of customer support representatives, ensuring consistent quality in service delivery.
- Consistently exceeded established KPIs related to speed of resolution, customer satisfaction, and team performance.
- Mentored new hires for seamless integration into customer support team.
- Increased CSAT over 4.5%
- Coordinated schedules to ensure adequate coverage during peak hours or periods of increased call volume without compromising service quality standards
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions
- Increased efficiency and performance by monitoring team member productivity and providing feedback
Operations Manager
Teleperformance
Tunja, Departamento de Boyaca
2020.06 - 8 2023
- Led a remote team of 120+ multichannel representatives, consistently surpassing performance targets and ensuring exceptional service delivery
- Successfully managed and directed the daily activities of contact center agent teams, ensuring the achievement of Key Performance Indicators (KPIs) such as ASA, Service Levels, Abandonment Rate, Customer Satisfaction, NPS
- Coordinated comprehensive training and development programs for Contact Center Staff, enhancing their capabilities and ensuring a high level of service delivery
- Demonstrated proficiency in Salesforce.com or Zendesk, contributing to the streamlined and effective operation of customer service processes
- Actively participated in Operational meetings and Customer Meetings, providing valuable insights and contributing to decision-making forums
- Conducted regular 1:1 meetings with direct reports, fostering an environment of open communication and mentorship
- Engaged in annual performance reviews, career development, and coaching, contributing to team growth and success
- Operation Manager Jr of Customer Success and Service Delivery Excellence in WAHA (Working for home) environment
- Responsible for leading MBR & QBR meetings with the clients
- Managing more than 1 account at the same time
- Create a collaborative teamwork environment between all areas Operations, WF, Training, QA, Reporting, IT, and HR to have a team of excellence
- Analysis, Improvement, and Control Action Plans focused on meeting client expectations
- Regularly monitor the team's management, teach, provide feedback, and give coaching to ensure that the supervisors comply with the client's minimum requirements
- Proactively keep the required service level, and at the same time, maximize the team's productivity to ensure the desired operational margin
- Deliver Weekly/Monthly/Quarterly business reviews where action plans and results were presented to the client.
Operations Manager Jr
Teleperformance
Tunja, Departamento de Boyaca
2020.01 - 2020.06
- Operation Manager Jr of Customer Success and Service Delivery
Excellence in WAHA (Working for home) environment.
Responsible for leading MBR & QBR meetings with the clients. - Managing 2 accounts. Create a
collaborative teamwork environment between all areas
Operations, WF, Training, QA, Reporting, IT, and HR to have a
team of excellence - Analysis, Improvement, and Control Action Plans focused on
meeting client expectations. - Regularly monitor team’s management, teach, provide
feedback, and give coaching to ensure that supervisors
comply with client’s minimum requirements. - Proactively keep required service level, maximizing team’s productivity to ensure desired operational margin.
- Deliver Weekly/Monthly/Quarterly business reviews
Operations Supervisor
Teleperformance
Tunja, Departamento de Boyaca
2019.08 - 2020.01
- Lead 24 FTEs in Brick and mortar environment.
- Analyze performance metrics and prepare regular reports for upper management.
- Responsible for achieving the desirable target for KPIs (AHT, QA, ABS, ATT, Service Level).
- Monitor, teach, provide feedback, and coach agents to ensure compliance with the client’s minimum requirements by creating a collaborating teamwork environment
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions
- Organized meetings for executives and coordinated availability of conference rooms for participants
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities
- Organized spaces, materials and catering support for internal and client-focused meetings
Sales Advisor
Banco Agrario de Colombia
Tunja, Departamento de Boyaca
2019.03 - 2019.05
- Developing, planning and implementing bank’s sales strategies.
- Managed over 50 customer calls per day
- Increased sales by 10%
- Sell payroll credits to defined populations around Boyacá.
- Lead action plans to offer and promote payroll credits to Public and Private Institutions of Boyacá.
- Help and guide customers in acquiring payroll credit and solving after-sale questions.
- Contacting potential clients through cold calling.
Credit Analyst
Banco Popular
2016.07 - 2019.03
- Receive the documents from the comercial advisors in order to ensure that everything accomplised all the security requirements
- Analyze payroll credits by checking the documents, signatures, footprints and annexes
- Reach the monthly campaign targets by accomplishing all the Quality requirements.
Sales Advisor
Banco AVVillas
2015.06 - 2015.12
- Developing, planning and implementing bank's sales strategies
- Sell payroll credits to defined populations around the department of Boyacá
- Lead action plans to offer and promote payroll credits to the Public and Private Institutions of Boyacá
- Help and guide customers in buying the payroll credit and resolving after-sale questions
- Contacting pontential clients through cold calling.
Sales Advisor
Seguros Bolivar
2014.08 - 2015.03
- Advising customers on suitable products that best meet their needs and encourage life insurances purchases
- Designing and implementing effective marketing strategies to sell new insurance contracts
- Contact potential clients and creating rapport by networking, cold calling, using referrals, etc
- Appraising the wishes and demands of individual customers and selling the suitable protection plans.
Education
MBA - Business Administration And Management
ENEB
Madrid, DC 2023.11 - 2024.11
Marketing Senior Management Specialization -
UPTC
Tunja, BOY 2017.01 - 2017.05
Economist -
UPTC
Tunja, BOY 2011.01 - 2017.05
Bachelor Diploma -
Colboy
Tunja, BOY 2004.01 - 2010.05
Skills
Customer service experience
Sales experience
Upselling strategies
Operations Management
Problem-Solving
Customer Service
Performance monitoring
Staff Development
Engagement strategy development
Data Analytics
Team Management
Client Relationship Building
References
- Daniel Felipe Niño Suarez, Staff Selection Analyst, +57 3142055485
- Carlos Rodriguez Rojas, Operations Director TP, +57 3112702294
- Ariel Aragón Quintero, Teacher, +57 3203804169
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Customer Support Team Lead
BruntWork
2024.04 - Current
MBA - Business Administration And Management
ENEB
2023.11 - 2024.11
Operations Manager
Teleperformance
2020.06 - 8 2023
Operations Manager Jr
Teleperformance
2020.01 - 2020.06
Operations Supervisor
Teleperformance
2019.08 - 2020.01
Sales Advisor
Banco Agrario de Colombia
2019.03 - 2019.05
Marketing Senior Management Specialization -
UPTC
2017.01 - 2017.05
Credit Analyst
Banco Popular
2016.07 - 2019.03
Sales Advisor
Banco AVVillas
2015.06 - 2015.12
Sales Advisor
Seguros Bolivar
2014.08 - 2015.03
Economist -
UPTC
2011.01 - 2017.05
Bachelor Diploma -
Colboy
2004.01 - 2010.05