K

Katherine Londono

About

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Bogota D.C., Colombia

Timeline

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Résumé

Jobs verified_user 0% verified
  • XYZies
    Account manager
    XYZies
    Sep 2024 - Current (1 year 8 months)
    As an Account Manager for a master dealer, I have successfully managed a large book of business for over a year and a half, developing strong expertise in utilizing CRM tools to effectively manage accounts, track opportunities, and maintain robust client relationships. In my role at XYZies, I oversee a diverse portfolio of retail partners, providing ongoing support and resolving service issues to ensure the successful activation of telecommunications products. This position necessitates regular communication with clients and internal support teams to address operational concerns and troubleshoot service problems, thereby maintaining high levels of customer satisfaction. The strong communication, problem-solving, and customer service skills
  • IGT Solutions
    Supervisor
    IGT Solutions
    Mar 2018 - Mar 2021 (3 years 1 month)
    During my time as a Supervisor at IGT – Priceline for over three years, I regularly analyzed performance reports, scorecards, and operational dashboards to monitor team productivity and service quality. I used data insights to identify performance gaps, track KPIs, and implement targeted coaching strategies that improved agent performance and overall team results. This experience strengthened my ability to interpret data, identify trends, and make data-driven operational decisions. Additionally, I supervised a team of travel sales agents responsible for booking flights through online reservation systems, where I tracked sales performance, conversion rates, and customer metrics using reporting dashboards and scorecards. By analyzing performa
Projects (professional or personal) verified_user 0% verified
  • O
    Project Manager - SEL Optum - IFP
    OPTUM COLOMBIA
    Aug 2022 - May 2024 (1 year 10 months)
    As a Supervisor at Optum for over three years, I led a team of 20 agents, overseeing daily operations, performance coaching, and ensuring timely attendance. I managed scheduling to accommodate team members’ university commitments, provided ongoing resources, and maintained productivity. Later, I was promoted to Project Manager, where I built and led a specialized escalation team from scratch. I handpicked top agents from the individual and family plan department, creating the final escalation resource for our most critical customer issues. In this role, I drove complex problem-solving and ensured seamless resolution for escalated cases. Additionally, I designed and launched the Supervisor Escalation Line (SEL), focusing on resolving intrica