Operations Manager with 10 years of experience in the BPO industry. Skilled in team leadership, customer service excellence, and using Salesforce CRM
Katherine
Head of Customer Success
$2,050 – $2,940/mo
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.
Industry Experience
Business Consulting & Services
CRM Software
Customer Experience (CX) Software
Customer Service Software
Project Management Software
Software Experience
Candidate Information
Availability
Full-Time
Work Arrangement
Remote
English Level
Conversational Fluency (B1/B2)
Additional Languages Supported
Spanish
Roles Qualified For
Work Experience
Customer Support Manager
03/2021 - 04/2026https://www.exlservice.com/careers
Colombia
Led daily operations across customer service accounts in healthcare insurance and transportation, ensuring KPI achievement, service quality, and operational efficiency. Executed outbound prospecting, lead generation, lead qualification, cold calling, and email campaigns to support business growth.
Managed supervisor performance through coaching, action plans, accountability tracking, and continuous improvement initiatives. Coordinated cross-functional teams including workforce management, HR, occupational health and safety, and technical support.
Maintained client communication on performance, KPIs, compliance, and service delivery.
Over the last two consecutive years, consistently achieved Quality above the 85% target while maintaining Attrition below 35% annually, with a year-over-year attrition reduction of ~5%, ensuring stronger workforce stability and service quality.
Performed performance analysis including root cause analysis, Pareto, quartile analysis, lead tracking, and pipeline monitoring to drive operational excellence.
Customer Support Manager
08/2016 - 08/2020https://www.tp.com/en-us/
Colombia
Head of Operations for ticket-based customer service teams, overseeing supervisors responsible for daily performance, KPI achievement, and operational execution.
Ensured that supervisors had clear understanding of team goals and operational priorities, aligning coaching strategies with business objectives and performance expectations.
Directed the implementation of coaching frameworks based on performance data, ensuring actions were clearly defined, consistently executed, and aligned with operational targets to maintain or improve results.
Monitored overall operational performance across teams, ensuring compliance with service level agreements, quality standards, and productivity goals.
Supported supervisors in translating KPI insights into structured action plans and coaching conversations to drive continuous improvement and sustained performance outcomes.
Licenses, Certifications & Awards
Best Lead assistant manager of the year
Teleperformance
12/2018
Videos
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