Jhonathan Baron Hernandez Assistant Operations Manager / Talent Coordinator

P

Talent Acquisition Coordinator

Power Digital Marketing Inc.

Jun 2024 - Mar 2025 (10 months)

NPS deep analysis, manage and update the ATS Greenhouse and Ashby toensure accurate candidate records and data integrity, Generate and analyzerecruitment metrics and reports to identify trends and areas for improvement inthe recruitment process, assist in the end-to-end recruitment process, scheduleand coordinate interviews between candidates and hiring managers; ensuring asmooth and efficient process

Talent Coordinator

ONE

Aug 2023 - Apr 2024 (9 months)

Assistant Manager

EXL Services

Jan 2023 - Aug 2023 (8 months)

People development New client campaign implementation Assist in the end-to-end recruitment process, from sourcing candidates to onboarding Schedule and coordinate interviews between candidates and managers, ensuring a smooth and efficient process Leading wave 0 and wave 1 onboarding standardization project Document and organize the internal process for the new hires in the new insurance campaign. Arrange with different departments agents hiring requirements, bonus structure, training material and agenda, technical issues solving paths. Working alongside OM, AVP, and Transitions Manager from EXL and the client to ensure the satisfactory ramp up of the campaign Management of HC of around 100 FTEs Achievements Allstate Leadership Academy -

Team Manager

Amazon

May 2021 - Sep 2022 (1 year 5 months)

Agents' management and development, creation of effective action plans based on SMART technique. Metrics management, teams' leadership Creation of the whole AGS structure in Colombia (benchmarks settings, agents' development and empowerment)

W

Senior Operations Supervisor

Webhelp Onelink - CashApp

Sep 2020 - Apr 2021 (8 months)

Agents' management and development, creation of effective action plans based on SMART technique. Metrics management, teams' leadership. Special focus and analysis on satisfaction metric and developing action plans to mitigate negative outcomes Managing an operation-wide project in colaboration with different departments to ensure the agents with tenure lower than 90 days have the knowledge and skills to perform their activities with maximum efficiency

O

Operations Senior Supervisor

Onelink by Webhelp

Sep 2019 - May 2021 (1 year 9 months)

Agents' management and development, creation of effective action plans based on SMART technique. Metrics management, teams' leadership Special focus and analysis on satisfaction metric and developing action plans to mitigate negative outcomes Managing an operation-wide project in colaboration with different departments to ensure the agents with tenure lower than 90 days have the knowledge and skills to perform their activities with maximum efficiency Management of HC of around 100 FTEs

S

Team Manager

Sutherland - Airbnb

Jul 2019 - Sep 2020 (1 year 3 months)

Agents' management and development Metrics improvement based on client requirements working on different lines of business Monitoring agents' tickets and calls, quality assurance, root cause analysis for main problems of the operation Assisting to calibrations with the QA department to show veracity in internal product processes. Development of Team Coordinators for them to become Team Managers

S

Coach - Team Manager

Sitel - Lyft

Nov 2017 - Apr 2019 (1 year 6 months)

Metrics improvement based on client requirements working on different lines of business. To provide trainings, workshops, and refreshers to agents in product-based and site-based matters. Develop and train new Coaches for the role Develop mentors for them to become Coaches Backup OMTT (Operations Manager Track Trainee)

Team Manager

Sutherland

Nov 2017 - Sep 2020 (2 years 11 months)

Agents' management and development, creation of effective action plans based on SMART technique. Metrics management, teams' leadership. Metrics improvement based on client requirements working on different lines of business Monitoring agents' tickets and calls, quality assurance based on guidelines, creation of effective action plans based on Variation Management (DMAIC) projects and SMART technique, root cause analysis for main problems of the operation Development of Team Coordinators for them to become Team Managers

P

Customer Service Director

Primio S.A.S.

May 2016 - Aug 2016 (4 months)

Jhonathan Baron Hernandez

About

Detail

Timeline

Résumé