Juan Carpintero

Juan Carpintero

About

Detail

Bogotá, Colombia
Contact Juan regarding: 
Flexible work
Starting at USD20/hour

Timeline

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Résumé

Jobs verified_user 0% verified
  • S
    Services Supervisor
    Sanitas USA,
    Dec 2023 - Sep 2025 (1 year 10 months)
    As a Services Supervisor, I led a team of 8–12 help desk engineers and one quality analyst, overseeing Level 0 and Level 1 support for Sanitas USA. I managed the resolution of over 5,000 monthly tickets via email and phone, maintaining an average response time under 50 minutes. I designed and implemented 12 key performance indicators (KPIs) such as ticket handling time, resolution time, quality, customer satisfaction, and connectivity, defining precise numerator and denominator formulas; these KPIs remain the foundation of current operations. Acting as the primary liaison among Sonda Colombia (administration), Sonda USA (finance), and Sanitas USA (operations), I led cross-functional reporting meetings and drove action plans to achieve succe
  • C
    Lifecycle Program Manager
    Cisco,Teleperformance Colombia.
    Mar 2023 - Dec 2023 (10 months)
    As a Lifecycle Program Manager, I orchestrated end-to-end lifecycle management for Smart Net Total Care and CSPC, aligning upgrade paths and end-of-life plans with product roadmaps. Collaborating closely with engineering, product management, and support teams, I ensured seamless feature rollouts and developed deployment strategies that met project timelines and satisfied key customer requirements. I conducted comprehensive training sessions for internal teams and customers to facilitate a smooth transition to the new systems. Additionally, I utilized Google Slides and Google Sheets to create engaging presentations and detailed project tracking documents, enhancing communication and collaboration across teams, similar to my previous experien
  • F
    Team Manager
    Frontier, Full Potential Solutions.
    Aug 2022 - Dec 2022 (5 months)
    - Oversaw a 15-agent BPO team across voice and digital channels, implementing an NPS-driven quality framework that boosted customer satisfaction by 70%. - Designed and executed a performance-based incentive and coaching program, cutting attrition by 40% in two months. - Introduced weekly root-cause analysis and KPI review sessions, increasing first-contact resolution by 25%. - Launched a peer-mentorship initiative to accelerate skill transfer and improve team engagement by 20%. - Administered weekly and monthly reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures. - Recruited and trained high-performing team members, maintaining optimized customer service. Additionally, leveraged my exper
  • C
    Team Supervisor
    CenturyLink, KM2 Solutions.
    Aug 2019 - Aug 2022 (3 years 1 month)
    - Directed a 15-technician support team, achieving SLA compliance of over 95% and consistently elevating CSAT scores quarter over quarter. - Drove staff performance by creating incentives and fostering a positive work atmosphere, while administering recognition and rewards programs that successfully reduced attrition levels to their lowest. - Developed a recognition and rewards system tied to KPIs, ensuring alignment with team objectives. - Implemented a centralized knowledge base, resulting in a 15% reduction in average handling time. This initiative also involved creating and maintaining structured documentation for troubleshooting, ensuring consistency across the team. - Facilitated monthly upskilling workshops, leading to a 30% incr
  • A
    Sales Team Supervisor
    AT&T, Airtech BPO,
    Jan 2019 - Aug 2019 (8 months)
    As a Sales Team Supervisor, I managed sales, attendance, and NPS metrics for a 12-rep team, surpassing sales targets by 15% and sustaining an NPS above 75%. I established real-time feedback loops and targeted coaching, boosting individual conversion rates by 18%. Partnering with marketing and product teams on upsell campaigns generated a 20% lift in revenue. I built a peer-led knowledge-sharing platform that accelerated onboarding by 30% and fostered continuous improvement. Additionally, I leveraged my experience with complex CRM systems, such as HubSpot and Salesforce, to enhance sales operations and streamline processes. My role as an operations leader involved utilizing various tools to optimize team performance and ensure effective clie
  • Convergys Customer Management Colombia SAS
    TIer 2 Customer Service
    Convergys Customer Management Colombia SAS
    Jan 2015 - Dec 2018 (4 years)
    As a Tier 2 Customer Service representative, I was responsible for delivering exceptional support to customers, ensuring their inquiries were addressed promptly and effectively. I utilized various tools, including Gmail and Google Calendar, to manage communications and appointments efficiently. My role involved handling inbound calls and utilizing dialers to streamline customer interactions, which contributed to improved customer retention rates. Additionally, I leveraged my experience with complex CRM systems, such as HubSpot and Salesforce, to enhance customer relationship management and provide tailored support. My familiarity with platforms like Housecall Pro and Jobber, which are similar to the services we provided, allowed me to under
Education verified_user 0% verified
  • Santo Tomás University
    Business Administration
    Santo Tomás University
  • A
    Agile with Atlassian
    Atlassian University
  • N
    Digital Marketing
    Next University
  • Duolingo
    Advanced English C1
    Duolingo
  • H
    HIPAA Compliance Training
Projects (professional or personal) verified_user 0% verified
  • O
    OGA POTTERY
    Jan 2021 - Current (5 years 6 months)
    As the owner and operator of OGA Pottery, I successfully managed all aspects of my personal project, which involved selling pottery through Amazon in the US. I utilized various tools such as Notion, HubSpot, and Slack to streamline operations and enhance marketing efforts. My experience with marketing automation allowed me to effectively reach potential customers and manage campaigns efficiently. Additionally, I leveraged Google Calendar, Google Sheets, and Google Slides for organization and presentation of business data. While my work required a strong focus on operations management, I also gained valuable hands-on experience in electrical, heating, and plumbing systems, which provided me with a comprehensive understanding of the infrastru