Manuel Taborda
About
Detail
Costumer Experience Manager
Bogotá, Bogota, Colombia
Résumé
Jobs
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Customer Experience ManagerEXL ServiceOct 2023 - Current (3 years 1 month)• Managed operations and supervised a growing team, scaling from 30 to 80 agents within one year.
• Monitored and improved KPIs such as NPS, CSAT, QA, ADH, CTR, lead conversation rate; by aligning team goals with client requirements and internal strategy.
• Oversaw invoicing, budgeting, and vendor reconciliation, contributing to a margin increase from 7% to 22% in under two months.
• Implemented operational improvements that shortened cycle times and increased accuracy across reporting and workflows.
• Provided client-facing updates and resolution strategies on a daily basis.
• Utilized Google Sheets to create dashboards that enhanced data visualization and reporting efficiency, supporting the operat- Senior CSR Supervisor of accountAccedo TechnologiesAug 2021 - Aug 2023 (2 years 1 month)- Led a team of over 50 representatives, providing support for account performance, reporting, and service quality.
- Coordinated travel arrangements and logistics for supervisors attending client meetings and in-person training, ensuring all details were meticulously planned.
- Planned and reviewed itineraries, accommodations, and transportation for the leadership team, ensuring compliance with internal travel policies before final approvals.
- Maintained strong client relationships, communicated performance insights, and resolved issues proactively.
- Utilized Intercom to manage live customer chats, gathering valuable insights through conversation tagging and volume trends to enhance service quality.
- Monito - Back Office SupervisorAccedo TechnologiesOct 2020 - Aug 2021 (11 months)• Introduced a new methodology to streamline the claims lifecycle, reducing processing time and client disputes.
• Worked closely with support areas to define short-term corrective actions and long-term process optimizations.
• Ensured internal communication was clear and consistent to prevent service misunderstandings.
• Leveraged data management skills to automate weekly client performance reports using advanced Excel functions, significantly reducing reporting time by 60%.
• Consolidated over 12 data sources into a single, structured dashboard utilized by leadership for informed decision-making.
• Detected anomalies in billing reports through meticulous cross-referencing of internal data with client rec - Customer Service RepresentativeAccedo TechnologiesJan 2020 - Oct 2020 (10 months)• Handled customer inquiries and claims, identifying root causes of delays. • Provided operational insights that later shaped team strategy and process redesign. • Built foundational knowledge of systems, customer behavior, and overall business flow.
Education
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- Bachelor – International businessUniversidad AgustinianaAug 2017 - Jan 2022 (4 years 6 months)