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Adrian Jaime Burgos Avila  new_releases

About

Detail

Operation Manager
Atlántico, Colombia

Timeline


work
Job
school
Education

Résumé


Jobs verified_user 0% verified
  • HGS
    Operation Manager
    HGS
    Nov 2022 - Current (3 years 11 months)
  • S
    Back up Operation Manager
    Sitel LATAM
    Dec 2021 - Nov 2022 (1 year)
  • Sitel Group
    Senior manager
    Sitel Group
    May 2021 - Oct 2022 (1 year 6 months)
    - Creation of projects and strategies to achieve a better performance in business objectives
    - To analyze quality figures and propose action plans to improve them
    - To propose action plans to minimize or eliminate such gaps and therefore sustain constant improvement trends in all areas related to the service provided
    To provide information for client communications in matters of support center performance reporting, systems, staffing, product development and complaints.
  • Sitel Group (previously Sykes)
    Team Manager level II
    Sitel Group (previously Sykes)
    Dec 2019 - Apr 2021 (1 year 5 months)
    - Group’s director and work teams focused on customer service and sales
    - Quality and assistant supervisor in person and by phone with external and internal clients
    - Handling bills and quotes regarding the services offered by the business
    To oversee Reps performance and accomplishment of tasks on a daily
  • Sutherland
    Supervisor
    Sutherland
    Jul 2017 - May 2018 (11 months)
    - To motivate and contribute to the personal and professional development of the team members
    - To measure team’s performance against specific contract metrics, production objectives, performance against goals, quality level, and employee development and retention
    - To handle customers’ escalations related to the customer service provided
    • To motivate and contribute to the personal and professional development of the team members
    • To measure team's performance against specific contract metrics, production objectives, performance against
    goals, quality level, and employee development and retention
    • To handle customers' escalations related to the customer service provided
Education verified_user 0% verified
  • Corporación Universitaria de la Costa
    Scrum foundation professional SFPC public Remote experience
    Corporación Universitaria de la Costa
    Jun 2022 - Jul 2022 (2 months)
  • Corporación Universitaria de la Costa
    Banking and Finances
    Corporación Universitaria de la Costa
    Jun 2016 - Jun 2022 (6 years 1 month)