Jeison Silva Experienced Operations Manager | Business Development | Team

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Fundador | Desarrollo comercial y operaciones

Kinexa Salud SAS

Feb 2026 - Current (7 months)

Lidero el desarrollo comercial y operativo de Kinexa Salud SAS, firma de consultoría empresarial en seguridad y salud en el trabajo con sede en Bogotá. Frentes activos: — Consultoría y acompañamiento SG-SST — Ergonomía y bienestar corporativo extramural — Talleres y capacitaciones en SST — Brigadas EMO coordinadas con IPS habilitada aliada Resultado: sistema de gestión en orden, evidencias documentadas, seguimiento trazable y un solo frente de coordinación.

Service Desk Operations Manager

bet365

Nov 2024 - Current (1 year 10 months)

• Created a Service Desk KPI structure for a new Bogota campaign with no established baseline, including governance for response time, CSAT, ticket classification, escalation behavior, and service-performance visibility. • Led two operational support teams: a 5-person experienced Tier 2 group and an approximately 12-person Tier 1 / customer service team, improving escalation management, handoff discipline, and response-time accountability. • Designed and implemented a six-month CX transformation roadmap that includes KPI dashboards, AI-enabled self-service, process automation, and service-quality oversight. • Developed the operating cadence for SLA and service performance tracking, allowing leadership to monitor response discipline, queue b

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IT Operations Manager

Algar SA (Client: Bayer CA & Andean)

Mar 2023 - Oct 2024 (1 year 8 months)

• Managed regional IT operations to provide computer and meetings-room services, peripherals, and operating equipment throughout Bayer Central America and Andes. • Coordinated warranty, replacement, and vendor-service workflows for computer equipment, peripherals, and operational devices, assuring service continuity while maintaining warranty coverage. • Increased warranty replacement turnaround by strengthening vendor follow-up, escalation triggers, and replacement workflow discipline across regional IT support routines. • Improved service tracking, inventory coordination, vendor accountability, and quality/security alignment to comply with Bayer enterprise requirements. • Applied engineering principles to diagnose and resolve complex IT s

IT Operations Manager (Bayer CA & Andean)

AlgarTech

Feb 2023 - Mar 2026 (3 years 2 months)

Promoted to oversee Bayer SA's IT operations in Central America and the Andes area, ensuring consistent service delivery in accordance with global standards and compliance frameworks.

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Operations Manager

Sell 2 Rent

Jan 2022 - Mar 2023 (1 year 3 months)

• Led operations for a roughly 20-person dual-sided real estate funnel that connected investors with homeowners seeking sell-and-rent-back solutions. • Improved funnel execution by increasing lead qualification, follow-up practices, and cross-functional communication among sales and interacting with customers teams. • Enhanced deal-cycle discipline through tighter pipeline handoffs, follow-up timeliness, and homeowner/investor cooperation.

Business Development Manager

Sell2Rent

Jan 2022 - Mar 2023 (1 year 3 months)

Led the business development operations team, which was responsible for cross-departmental sales and customer service. Focused on improving teamwork, productivity, and overall service quality.

Senior Team Manager

Airtech Communications

Aug 2021 - Jan 2022 (6 months)

Transitioned to manage a larger team of supervisors, with a focus on productivity, engagement, and consistent service quality throughout operations.

Operations Manager

Airtech Communications

May 2021 - Jan 2022 (9 months)

• Managed an equipment recovery campaign of around 60 people through three supervisors, focusing on recovered devices, call quality, customer happiness, and follow-up discipline. • Improved call quality consistency by establishing tighter QA routines, feedback cadence, and customer-handling standards. • Enhanced call handling efficiency by standardizing recovery scripts, decision pathways, and follow-up processes throughout the supervisory layer.

Training Lead

Teleperformance Colombia

Mar 2020 - May 2021 (1 year 3 months)

• Reduced training and nesting dropout by reorganizing the onboarding system, reinforcing cohort follow-up, and implementing early warning measures across 2-4 business lines. • Developed and implemented campaign-specific training programs, tailoring onboarding, nesting controls, and performance tracking to each line's operating needs. • Enhanced training-to-production integration by collaborating with supervisors on attendance risk, coaching requirements, quality gaps, and early-stage performance metrics.

Operations Manager

Sutherland Global Services

Feb 2018 - Mar 2020 (2 years 2 months)

• Managed a 70-person mobile-phone call center operation through 6 supervisors, with P&L achievement connected to workload balance, cancellations, repeat calls, FCR, sales, wait times, and AHT. • Enhanced P&L-linked operational performance by managing overload, wait times, call duration, repeat calls, and supervisor accountability. • Improved first-call resolution and reduced repeat demand, lowering operational strain and enabling superior cost-per-contact performance. • Improved mobile and service sales effectiveness by incorporating commercial discipline into customer resolution procedures.

Customer Service Manager

Sutherland

Jan 2018 - Apr 2020 (2 years 4 months)

As a team manager, I manage recruitment, training, and process improvement projects for numerous teams.

Supervisor & Workforce Management Analyst

Convergys

Aug 2013 - Feb 2018 (4 years 7 months)

• Supervised a technical support pod of about 18-22 agents, including mentoring, service quality control, and performance evaluation. • Enhanced resolution-time discipline and service-level adherence through coaching, workflow control, and troubleshooting guidance. • Supported workforce management by monitoring schedule adherence, service levels, occupancy, shrinkage, wait times, productivity, and staffing coverage. • Utilized workforce and operational metrics to support staffing decisions, interval coverage, and site-level service stability.

Customer Service Team Lead

Convergys

Aug 2013 - Feb 2018 (4 years 7 months)

I worked in a variety of roles, starting with consulting and working my way up to workforce management and team leadership. Hands-on assistance, process improvements, and data insights improved both service quality and operational efficiency.

Jeison Silva

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