Sergio Andres Fuentes Medina
Medellin,COR
Summary
Operations Manager and leader with 6 years and 7 months of experience applying exceptional planning and problem-solving abilities toward enhancing strategic plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach building rapport and engagement with people I lead.
Overview
7
7
years of professional experience
Work History
Operations Manager
BPO Global Services
02.2024 - Current
- Reduced turnaround time through effective resource allocation and team management.
- Facilitated smooth collaboration between departments through clear communication channels.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Operations Manager
Teleperformance
01.2021 - 03.2023
- Design and implement strategies alongside the clients to improve the results of accounts or campaigns.
- Direct effective communication with clients in order to maintain long-term relationships.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Design and structure incentive plans focused on the stability of each one of the members.
- Carry out projections (Forecasting) that allows timely planning and immediate decision taking in favor of the campaign
- Generate accounts invoicing in accordance with the business rules stated by the client.
- Guarantee account profitability, achieving optimal indicators that exceed the balance point.
- Participate in selection processes, aiming for valuable, constructive and long-term relationships.
- Creation of a dashboard for each account, visualizing the fulfillment of the metrics, generating pertinent action plans
- Coordinate activities for leaders’, ensuring to constantly improve their strengths and areas of opportunities.
- Ability to conduct interactions in English fluently.
- Innovate creating tools to achieve process’ efficiency and control.
Team Leader
Teleperformance
12.2018 - 01.2021
- Support, motivate, evaluate, develop and train agents to continuously meet and exceed individual/team and client goals
- Create and execute action plans that allow achieving goals
- Maintain required service levels while maximizing team productivity to ensure desired operating margin.
- Provide accurate "real-time" help and support to team-members.
- Comply with the company policies and procedures, including, but not limited to, Security, HR, Operations; among others
- Keep a human and pleasant environment for co-workers
- Participate in the selection process of the candidates to hire, validating compliance with the profile required and demanded by the client.
CSR
Teleperformance
05.2017 - 12.2018
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Responded to customer requests for products, services, and company information.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Engineering Mechanics
Mechanical Engineering
Bogota12.2024
High School Diploma -
Colegio Colsubsidio
Bogota, Colombia01.2011
Skills
- Customer Service
- Project Management Skills
- Microsoft Office
- Microsoft Power BI
- Report generation
- KPI management
- Teamwork
- Problem-Solving
- Client Relationships
- Revenue Generation
Languages
Spanish
Native language
English
Upper intermediate
B2
Timeline
Operations Manager
BPO Global Services
02.2024 - Current
Operations Manager
Teleperformance
01.2021 - 03.2023
Team Leader
Teleperformance
12.2018 - 01.2021
CSR
Teleperformance
05.2017 - 12.2018
Engineering Mechanics
Mechanical Engineering
High School Diploma -
Colegio Colsubsidio
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