Ana Maria Giraldo Operations Manager

Senior Operations Manager

Foundever

Jan 2022 - Current (4 years 5 months)

• Built strong client relations through open communication, understanding their business needs and translating them into actions to support their customers. Supported in improving Customer Experience from 45% to 65% from 2022 to 2023. • Managed and coordinated async and cross-functional teams such as Training, Quality, Workforce, Recruitment, and Financials, to maintain balanced scorecard through Scrum methodologies, defining and prioritizing work. • Financial forecasting and management that drove an increase in revenue from 25% to 35% gross margin by identifying, upselling, and cross-selling new technologies and initiatives. Additionally, provided virtual assistance by supporting multiple accounts and clients through email and calls, ensur

SENIOR OPERATIONS MANAGER

Foundever

Jan 2022 - Current (4 years 5 months)

• Built strong client relationships through open communication, understanding their business needs, and translating these into actions to support their customers, with a solid track record of achievement as the #1 vendor in a ranking of 5. • Managed and coordinated asynchronous and cross-functional teams in a fast-paced environment, maintaining a balanced scorecard through Scrum methodologies by defining and prioritizing work. • Conducted financial forecasting and management, driving an increase in revenue from 25% to 35% gross margin by identifying, upselling, and cross-selling new technologies and initiatives. • Identified and pursued new business opportunities, implementing strategic business plans to achieve business growth throug

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MARKETING & SOCIAL MEDIA MANAGER

Sapelly Interiorismo & Diseño

Jun 2019 - Current (7 years)

• Developed and executed comprehensive social media strategies aligned with client goals and marketing objectives, supporting a 30% growth in social media reach. • Actively engaged with the social media community by responding to comments, messages, and fostering positive interactions. • Scheduled and published social media posts using management tools to maximize reach and engagement. • Monitored, analyzed, and reported on social media performance metrics to optimize strategies for better results. Additionally, utilized administrative assistance skills to create email drafts and presentations that effectively communicated relevant results and progress in performance, enhancing stakeholder understanding and engagement.

Operations Manager

Foundever

Jun 2019 - Jan 2022 (2 years 8 months)

• Developed and managed a team of Junior Managers, providing ongoing training and support for them to establish and maintain successful client relations and internal stakeholder's satisfaction achieving 65 eNPS scores by 2023. • Engaged with Clients to review project progress, address concerns and guarantee consistent client satisfaction. • Led hiring, onboarding and training of new hires to fulfill business requirements. Assisted in recruiting, hiring and training of team members. • Led process improvement initiatives to demonstrate consistent performance in Client performance and internal turnover. Through process improvement planning, reduced turnover from 19% in 2022 to 12% in 2023.

OPERATIONS MANAGER

Foundever

Jun 2019 - Jan 2022 (2 years 8 months)

• Developed and managed a team of Junior Managers, providing ongoing training and support to establish and maintain successful client relations and internal stakeholder satisfaction, achieving 65 eNPS scores by 2023. • Engaged with clients to review project progress, address concerns, and guarantee consistent client satisfaction. • Led hiring, onboarding, and training of new hires to fulfill business requirements. Assisted in recruiting, hiring, and training team members. • Led process improvement initiatives to demonstrate consistent performance in client performance and internal turnover. Through process improvement planning, reduced turnover from 19% in 2022 to 12% in 2023. Additionally, utilized virtual assistance skills to develo

Customer Support Team Manager

Foundever

Dec 2017 - Jun 2019 (1 year 7 months)

• Promoted and nurtured a customer-first environment among the associates, by promoting company's values, sharing and recognizing best practices shown by top talent. • Trained and guided team members to maintain high productivity and performance metrics. Recognized as the top team leader for 3 consecutive months in VOC, Sales and Productivity. • Led hiring, onboarding and training of new hires to fulfill business requirements. Assisted in recruiting, hiring and training of team members. Achieved 90% graduation rate from training to operations. • Analyzed and reported on key performance metrics to senior management.

CUSTOMER SUPPORT TEAM LEADER

Foundever

Dec 2017 - Jun 2019 (1 year 7 months)

• Promoted and nurtured a customer-first environment among associates by promoting company values, sharing, and recognizing best practices demonstrated by top talent. • Trained and guided team members to maintain high productivity and performance metrics. Recognized as the top team leader for 3 consecutive months in VOC, Sales, and Productivity. • Led hiring, onboarding, and training of new hires to fulfill business requirements. Assisted in recruiting, hiring, and training team members, achieving a 90% graduation rate from training to operations. • Analyzed and reported key performance metrics to senior management.

Customer Support Representative

Foundever

Mar 2017 - Dec 2017 (10 months)

• Giving feedback and following up on recurring customer issues together with the Customer Support Manager and other relevant internal departments. • Contributed to excellent service and the ongoing development and improvement of the customer experience. Worked in partnership with the Client's technology department to test and implement new software capabilities. • Contributed towards successful achievement of customer support KPIs as well as your own individual productivity and agent satisfaction targets. Recognized as top performing specialist in VOC and Sales for 3 consecutive months.

CUSTOMER SUPPORT SPECIALIST

Foundever

Mar 2017 - Dec 2017 (10 months)

• Provided feedback and followed up on recurring customer issues in collaboration with the Customer Support Manager and other relevant internal departments. • Contributed to excellent service and the ongoing development and improvement of the customer experience. Worked in partnership with the client's technology department to test and implement new software capabilities. • Contributed to the successful achievement of customer support KPIs as well as individual productivity and agent satisfaction targets. Recognized as the top-performing specialist in VOC and Sales for 3 consecutive months.

Ana Maria Giraldo

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