I am a Mechanical Engineer with a degree validated in Colombia and a Diploma in Senior Management. I have a solid track record leading and coordinating high-performance teams in BPO and technology service environments. I am an expert in managing key performance indicators (KPIs), strategic planning, and continuous process improvement to enhance customer satisfaction. I possess advanced skills in data analysis, staff training, and handling requests, complaints, and claims (PQR), always focused on building trust and value relationships.
Together with my team, I apply principles of empathy and active listening to foster a positive work environment, which strengthens productivity and commitment. Additionally, I lead technical and human feedback programs to develop skills in advisors, aiming to maintain high performance standards. My goal is to contribute to operational success through efficient management and leadership that inspires solid and sustainable results.
Throughout my career, I have successfully managed teams under empathetic leadership, ensuring a positive atmosphere that directly impacts productivity and engagement. I have supervised document validation processes for Mercado Libre, ensuring precise decisions that protect the ecosystem without causing unnecessary delays or friction for recurring customers. I am experienced in auditing validation criteria and shift compliance in remote environments.
I have coordinated projects involving task planning, cost review, budget management, resource allocation, and reporting. I have also trained personnel in customer service protocols emphasizing empathy as a key tool for loyalty and retention. I have led transitions from in-person models to digital platforms, managing mass call campaigns with a human-centered approach.
My previous roles include operational supervision and training in sales and retention, where I focused on active listening techniques and objection handling to retain clients effectively. I have been recognized for outstanding performance and for fostering excellent workplace climates. I am also skilled in industrial design, CNC programming, and preventive maintenance, with experience in designing machinery and creating technical plans using AutoCAD and SketchUp.
