Bryan Martínez

Bryan Martínez

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Atlántico, Colombia

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Résumé

Jobs verified_user 0% verified
  • DOXA Talent
    Client Operations Lead public Remote experience
    DOXA Talent
    Oct 2025 - Mar 2026 (6 months)
    Owned end-to-end service delivery for a portfolio of 20+ client accounts across Finance, IT, Executive Support, Sales, Creative, and Operations, ensuring alignment between client expectations, operational execution, and business outcomes. Managed a cross-functional team of 25+ professionals (Executive Assistants, Engineers, Designers, SDRs, Recruiters, Bookkeepers), driving performance through structured coaching, KPI tracking, and continuous feedback loops. Designed and implemented SOPs for the Service Delivery function, improving process consistency, scalability, and operational efficiency across multiple accounts. Developed customized KPI frameworks by role and industry, enabling clear visibility into productivity, quality, and client sa
  • S
    Customer Operation Manager
    SHEIN Campaign Atlantic International B.P.O
    Jan 2024 - Current (2 years 5 months)
    Led end-to-end customer operations for a high-volume e-commerce campaign, overseeing ticket and live chat channels with full accountability for performance, customer experience, and revenue optimization. • Managed a multi-channel operation of 150+ agents (50 tickets / 100 chat), with direct leadership of Team Leaders, QA analysts, and Trainers to drive performance across all layers of the operation • Reduced DSAT from 4% to 2%, achieving client-defined targets by designing and executing customer experience strategies, coaching frameworks, and service quality improvements. • Increased productivity by 12% (TPH) through workflow optimization, including strategic ticket segmentation (new vs. follow-ups) to improve queue efficiency and response
  • Atlantic Quantum Innovations
    Co-Creation Team
    Atlantic Quantum Innovations
    Jan 2022 - Dec 2023 (2 years)
    Analyzed operational opportunities and developed innovative solutions using design thinking methodology. Contributed to the development of sustainable operational practices and business growth strategies. Collaborated with cross-functional teams to implement solutions and drive continuous improvement.
  • A
    Revenue Operation Manager
    AllConnect Atlantic International B.P.O
    Jan 2020 - Dec 2024 (5 years)
    Directed performance improvement strategies across multiple partners and providers, ensuring sales conversion targets and revenue growth for AllConnect, a leading US client. Combined data-driven insights, coaching frameworks, and incentive programs to maximize revenue per call while maintaining compliance and quality standards. Key Responsibilities & Achievements: Drove sales conversion across diverse partners, consistently exceeding targets and improving RPCI (Revenue per Call Increment). Designed and executed compensation and incentive models that aligned client profitability with agent motivation and retention. Applied structured coaching methodology (Why, What, How, Roleplay, Expectations, Follow-Up) to identify behaviors, close gap
  • A
    Operation Supervisor
    Ambit Third Party Verification Atlantic International B.P.O
    Jan 2018 - Dec 2020 (3 years)
    Led third-party verification operations for U.S. energy clients, overseeing inbound and outbound verification models with full responsibility over compliance, fraud prevention, workforce performance, and operational efficiency. Recognized for identifying and escalating a fraud pattern linked to external call centers, contributing to the mitigation of financial and compliance risks across clients in New York and Pennsylvania, protecting revenue and customer trust. Designed and implemented data-driven contact and workforce strategies based on contactability trends (70–80 inbound / 120–150 outbound daily), improving operational effectiveness by 14% and increasing verification throughput. Developed and automated real-time dashboards and repo
  • A
    Inside Sales Supervisor
    Ambit Energy Atlantic International B.P.O
    Jan 2016 - Dec 2017 (2 years)
    Managed a team of inside sales representatives to attract and retain customers through persuasive sales techniques. Developed and implemented sales strategies to increase customer acquisition and retention in residential and commercial sectors. Monitored sales metrics and performance indicators to identify areas for improvement and implement corrective actions. Provided training and coaching to sales team members to enhance their skills and maximize performance.
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    Customer Care Supervisor
    Ambit Energy Atlantic International B.P.O
    Jan 2015 - Dec 2018 (4 years)
    Led a team of customer service representatives to provide exceptional support to clients in the energy sector. Implemented strategies to ensure "First Call Resolution" and enhance customer satisfaction. Managed customer interactions via chat, ensuring prompt and effective resolution of inquiries and issues. Oversaw daily operations, including call handling, issue resolution, and customer follow-up. Conducted regular performance evaluations and provided coaching to optimize team performance. Collaborated with management to develop and implement process improvements to streamline operations and improve efficiency.
Education verified_user 0% verified
  • U
    Advanced Excel Course
    Unknown
    Jan 2022 - Dec 2023 (2 years)
  • Universidad de la Costa
    9th Semester of Industrial Engineering
    Universidad de la Costa
    Jan 2019 - Current (7 years 5 months)
  • Universidad del Atlántico
    Advanced English Course
    Universidad del Atlántico
    Jan 2013 - Dec 2015 (3 years)
  • Universidad del Atlántico
    Conversational English Course
    Universidad del Atlántico
    Jan 2012 - Dec 2012 (1 year)
  • Universidad del Atlántico
    Bachelor's Degree in Mathematics
    Universidad del Atlántico
    Jan 2011 - Dec 2013 (3 years)