Diego Alejandro Luengas Quiroga Account and BPO Management

Senior Operations Manager

Foundever

Aug 2021 - Current (5 years)

Account Manager

Teleperformance

Jun 2020 - Aug 2021 (1 year 3 months)

Responsible for performance, employee engagement, and operational efficiency. Direct operational strategy across multiple accounts working in alignment with our strategic client services units.

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Account Manager

Jan 2020 - Feb 2023 (3 years 2 months)

Teleperformance MAR Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company's operations

Account Executive

Teleperformance

Jul 2019 - Jun 2020 (1 year)

Global Escalation Engineer

Teleperformance Colombia

Jun 2018 - Jul 2020 (2 years 2 months)

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Global Esclation Specialist

Jan 2018 - Jan 2019 (1 year 1 month)

Teleperformance Colombia Be the last support channel to resolve high technical issues.

Tech Coach

Teleperformance Colombia

Jun 2016 - Jul 2020 (4 years 2 months)

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Technical Coach

Jan 2016 - Jan 2018 (2 years 1 month)

Teleperformance Colombia Provide continuous education to operation and provide timely solutions of identified risk and collaborate with stakeholders to create mitigation plans

Training Specialist

Teleperformance Colombia

Dec 2014 - Jul 2020 (5 years 8 months)

• Facilitate New Hire and ensure that they graduate successfully according to internal and client’s expectations. • Facilitate up trainings, meeting client deadlines and ensure that the goal was accomplished. • Manage all necessary resources to optimize trainee’s performance such as: ABC, Incidences Tool, Clients Tools, Training tools, Ice Breakers, Team Builders, etc. • Be in constant communication with client.

Customer service

Att

Jul 2012 - Aug 2012 (2 months)

Training Coordinator

Teleperformance Colombia

Jun 2014 - Dec 2014 (7 months)

• Coordination and Management of all training activities. • New hires, new program/product launch activities and continuous improvement process. • Provides on going visibility of training status. • Ensure effective resource allocation. • Ensure all trainings are delivered in a timely and consistent way. • Participate in all Global and Regional Train the Trainer sessions to feedback and assist trainers in redelivering. • Provides timely visibility of identified risks and collaborates with stakeholders to create mitigation plans. • Responsible to lead trainers and motivate team. Ensure training team development and retention.

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Training specialist

Jan 2013 - Jan 2016 (3 years 1 month)

Teleperformance Colombia Facilitate New Hire and ensure they graduate successfully according to internal and client's expectations

Customer Service Advocate

Teleperformance Colombia

Jun 2012 - Jun 2021 (9 years 1 month)

Customer support advisor

Teleperformance Colombia

Jan 2012

Customer service, direct contact with final customers resolving their issues.

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Asesor Comercial

Feeling Colombia

Jun 2010 - Jun 2011 (1 year 1 month)

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Supervisor

Jan 2012 - Jan 2013 (1 year 1 month)

Teleperformance Colombia Lead a team, developing their skills in different areas, to achieve KPI's 2012 - 2013

Diego Alejandro Luengas Quiroga

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