Profile Experience Certifications Availability Work History

Katherine

Top Rated

Operations Manager with 10 years of experience in the BPO industry. Skilled in team leadership, customer service excellence, and using Salesforce CRM

Head of Customer Success

Bogotá D.C., Colombia🇨🇴

Marketplace protected

About

Skilled in leading frontline teams, coaching supervisors, improving workflows, and driving KPI performance through data-driven decision-making, root cause analysis, and continuous improvement. Experienced in customer experience, appointment setting, Recognized for building and leading high-performing teams of ~200 employees across multiple levels of supervision, consistently achieving Quality above 85% for two consecutive years and maintaining Attrition below 30% year over year.

ChatGPT

Salesforce

Outlook

Google Sheets

Google Meet

Microsoft Teams

Core Experience

Industry Experience

Business Consulting & ServicesCRM SoftwareCustomer Experience (CX) SoftwareCustomer Service SoftwareProject Management Software

Business challenges

Poor customer service responseSlow resolution of customer issuesInsufficient support availabilityInefficient digital processesLack of process documentation

Success metrics

Reduced onboarding drop-offRevealing actionable customer insightsImproved support strategies

Jobs to be done

Customer Success TeamsCustomer Success StrategyCustomer Support Strategy

Software Certifications

Best Lead assistant manager of the year

Teleperformance

12/2018

Availability and Logistics

Availability

Full-Time

Work Arrangement

Remote

English Level

Conversational Fluency (B1/B2)

Languages

Spanish

Roles Qualified For

Head of Customer SuccessHead of Customer SupportHead of GrowthOperations ManagerProject Manager

Work Experience

Videos