Sergio Andres Fuentes Medina
Operations Manager
Medellin
Summary
With six years of dedicated service, my leadership has consistently led to teams being effectively managed, strategies devised, and KPIs achieved through the analysis of data, further reinforced by building rapport and engagement with the people I lead.
Overview
6
6
years of professional experience
2
2
Language
Work History
Operations Manager
Teleperformance SAS
05.2017 - 03.2023
- Direct effective communication with clients in order to maintain long-term and mutually beneficial relationships
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Design and implement strategies alongside the clients to improve the results of accounts or campaigns
- Design and structure incentive plans focused on the stability of each one of the members
- Participate in the selection process of the candidates to hire, validating compliance with the profile required and demanded by the client
- 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
- 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
- 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 selection processes, aiming for valuable, constructive and long-term relationships
- Innovate creating tools to achieve process’ efficiency and control
Education
Graduate - emphasizes on engineering
Centro Educativo Integral Colsubsidio
Mechanical - Engineering
Universidad Libre de Colombia
08.2016 - Current
Skills
Leadership
Timeline
Operations Manager
Teleperformance SAS
05.2017 - 03.2023
Mechanical - Engineering
Universidad Libre de Colombia
08.2016 - Current
Graduate - emphasizes on engineering
Centro Educativo Integral Colsubsidio
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