Operations Manager | Customers Success Manager | Quality Manager

Manage a team of 15 to 20 experts, coordinating daily operations and ensuring consistent compliance with

operational KPIs.

• Maintain 85%+ monthly compliance across CRT, Schedule Adherence, Expert 5-star, Resolution Rate,

Attrition, and Sales.

• Complete 100% of scheduled coaching sessions and follow-up actions to improve individual and team

performance.

• Listen to calls and provide real-time and weekly coaching feedback focused on service quality, customer

handling, and resolution.

• Support talent development by encouraging internal promotions and strengthening team readiness for growth

opportunities.

Led the entire call center operation for a team of 30, ensuring daily execution aligned with KPIs, SLAs, and

quality standards.

• Maintained 96%+ monthly compliance across AHT, Hold, CSAT, Abandon Rate, Attrition, ACW, and ASA.

• Achieved 100% compliance with billing requirements and operational commitments.

• Improved CRM configuration to increase information accuracy and optimize workflows, resulting in important

productivity gains.

• Fulfilled commercial commitments with clients, contributing to contract renewals and stronger business

continuity.

• Expanded operations from 1 line of business to 3 channels: Voice, Email, and Social Media.

• Developed the team through coaching and internal promotion strategies, reducing turnover from 50% to 3%.

Led 6 Team Leaders and 150 agents, representing 50% of the total operation.

• Maintained 95%+ compliance on client KPIs including Customer Satisfaction, AHT, ACW, and ASA.

• Maintained 90%+ compliance on internal KPIs including Attrition and Shrinkage.

• Expanded operations from 1 line of business to 6, including domestic and international reservations in English

and Portuguese, baggage desk, and customer care.

• Managed the full South Africa operation setup, supporting operational structure and launch readiness.

• Oversaw support functions including Floor Support agents, Back-office team, and Nesting.

• Served as the main point of contact with the client, aligning expectations, results, and operational priorities.

• Reviewed and tested new software and tools as alpha and beta tester, providing feedback on improvement

opportunities.

• Managed hiring needs with an average of 40 new hires per month.

• Created the 'United Club' initiative to improve work environment, motivation, engagement, and KPI

performance.

Led the Nesting department, receiving 30 to 60 new hires per month after training and preparing them for

certification and transition to operations.

• Developed new hire skills throughout the nesting stage to ensure readiness for production.

• Maintained 90% to 95% compliance on Attrition and QA KPIs across groups.

• Managed Tier 2 support group performance, consistently achieving 98%+ compliance.

• Implemented structured daily and weekly agendas to improve consistency, performance tracking, and

communication.

• Conducted random call listening and real-time coaching sessions with new hires.

Set up and structured the Quality Department in Bogota.

• Built and designed the bonus structure for the QA department.

• Listened to calls across the operation to identify behaviors, quality gaps, and process opportunities.

• Led certification processes for new hires and new Quality team members.

• Provided certification for Tier 2 agents.

• Supported 40 to 50 agents through coaching, side-by-side sessions, skill transfer, on-the-fly feedback, and

knowledge checks.

• Served as Product Specialist from Bogota.

• Acted as main point of contact for policy updates directly with the client.

• Led weekly calibrations with Operations Manager and Team Leaders.

• Delivered daily briefings with product and process updates during the pandemic period.

Listened to calls handled by Team Leaders and Trainers during mandatory phone time.

• Provided feedback and ensured alignment with QA guidelines and client requirements.

• Organized calibration sessions to maintain consistency in scoring criteria and quality expectations.

Supported new hires during transition from training to operations.

• Managed a new group every 3 weeks, usually 15 to 25 agents.

• Led coaching on tool usage, communication skills, and customer handling while providing real-time support.

• Delivered pre-brief and de-brief sessions focused on procedures, navigation, and operational accuracy.

• Conducted side-by-side call listening sessions to provide immediate coaching and guidance.

• Handled inbound customer calls related to billing, plan changes, device upgrades, and payment

arrangements.

• Built rapport with customers and used probing questions to identify needs and provide accurate solutions.