Jordan Peña Pinedo Team Manager | Ingeniero Industrial | Trilingüe (ES/EN/PT) |

Associate Manager

Sutherland

Feb 2025 - Apr 2025 (3 months)

• Logistic transport following-up eJourney methodology.
• Strong team with ownership.
• Improvement in the internal KPIs.
• Coaching, following, and growing people.
• Utilized Microsoft Excel to create dashboards for tracking metrics and analyzing information, which facilitated the development of effective action plans. Additionally, leveraged CRM tools to gather comprehensive information about drivers and manage communication with internal and external clients via email, ensuring adherence to deadlines and effective calendar management for multiple tasks. Utilized tools like Canva for visual presentations and ChatGPT for generating content ideas, enhancing overall project efficiency. Furthermore, I was directly

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Executive Administrator

Jan 2025 - Current (1 year 9 months)

As an Executive Administrator, I provided direct support to executive leadership with strategic, operational, and organizational tasks. I oversaw administrative workflows, including schedules, meetings, and executive reporting, while also managing talent acquisition processes such as job postings, interviews, hiring, and onboarding. My responsibilities extended to HR management, where I coordinated payroll, tracked time off, supported employees, and followed up on performance. I focused on process improvement to boost efficiency and enhance internal organization, promoting effective communication and fostering a positive, collaborative work environment. I ensured high standards of customer service for both internal and external clients, mai

Trilingual Team Lead Manager

HGS Hinduja Global Solutions

Jul 2023 - Feb 2025 (1 year 8 months)

As a Trilingual Team Lead Manager, I was responsible for developing a strong team culture that fostered collaboration and engagement among team members. I designed internal reports to monitor productivity effectively, ensuring that all team activities aligned with our strategic goals. Additionally, I served as a back-up Operations Manager, providing support and continuity in operations when needed. I utilized Microsoft Excel to create dashboards that provided insights into management indicators and analysis, which were crucial for developing actionable plans to enhance team performance and productivity. Furthermore, I managed communication channels for customer support via Teams, ensuring that client inquiries were addressed promptly and ef

Team Lead Manager Trilingual

MAJOREL COLOMBIA

Oct 2022 - Jul 2023 (10 months)

- Managed remote teams across different time zones, ensuring effective communication and collaboration to meet organizational goals.
- Developed and managed customer service operations, handling calls and back-office tasks while consistently providing an empathetic experience for users.
- Created workflows for high-priority areas, including the consumer safety case channel and customer service, with a focus on Spain, Paraguay, Brazil, Portugal, and Ecuador.
- Tracked key metrics and identified opportunities for improvement to enhance the team’s capabilities, utilizing appointment and calendar management skills to effectively work with deadlines and achieve successful outcomes.
- Engaged in recruitment and onboarding

Team Lead Manager Bilingual

MAJOREL COLOMBIA

Aug 2021 - Oct 2022 (1 year 3 months)

As a Team Lead Manager Bilingual, I was responsible for the management of remote teams across different time zones, building high-performance teams grounded in human quality, and overseeing a team of 22 people. I managed customer service for Portuguese, Spanish, and LATAM markets (Backoffice), particularly in countries like Portugal, Spain, Mexico, Ecuador, and Paraguay. I created KPIs to evaluate performance, consistently meeting and exceeding customer expectations on a weekly basis.

Achievements:
- Customer expectation rating of 4.75 out of 5.0
- Team growth from 10 to 22 people in 8 months
- Gaining the trust of both external and internal clients
- Surpassing client expectations in team management for Spai

Customer Service Representative Portuguese

MAJOREL COLOMBIA

Mar 2021 - Aug 2021 (6 months)

As a Customer Service Representative for Portuguese-speaking clients, I maintained a service-oriented attitude, consistently delivering excellent customer service while exceeding performance metrics. My attention to detail and active listening skills enabled me to understand and address customer needs effectively. Additionally, I utilized Microsoft Excel to track compliance with management indicators, generate daily reports, and assign daily tasks, which contributed to the overall efficiency and effectiveness of our customer service operations. I also managed chat support through CRM platforms like Zendesk, and utilized communication channels such as Slack and Teams for external client interactions, further enhancing our service delivery an

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Supply Chain Trainee

Softcaps Brasil by Grupo Procaps

Mar 2020 - Oct 2020 (8 months)

- General shopping for the company, sourcing raw materials and all requirements for the warehouse, production, or any area.
- Follow-up of the materials to guarantee timely arrival and workflow in the company's warehouse.
- Organize the schedule of products to maintain a good inventory of materials according to deadlines.
- Conduct inventory management and input information into CRM and ERP databases.
- Engaged in customer service by maintaining relationships with suppliers to ensure compliance with internal requirements, fostering partnerships through various communication channels such as email, ERP, and WhatsApp. Additionally, collaborated with the marketing and commercial teams to align material procurement with

Lider de servicio

Atlantic International BPO

Mar 2017 - Aug 2017 (6 months)

Fui responsable de liderar el servicio al cliente, asegurando que se cumplieran los estándares de calidad y satisfacción del cliente. Coordiné un equipo de atención al cliente, proporcionando capacitación y apoyo continuo para mejorar el rendimiento. Además, gestioné la comunicación interna a través de correos electrónicos, lo que facilitó la colaboración y el flujo de información entre los miembros del equipo, mejorando así la eficiencia en la resolución de problemas y la atención al cliente. También brindé asistencia en casos complejos, revisando situaciones para proporcionar alternativas y respuestas adecuadas según el problema, lo que contribuyó a una atención más efectiva y personalizada para nuestros clientes. Adicionalmente, utilicé

Jordan Peña Pinedo

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Jordan Peña Pinedo

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