Miguel Angel Valencia Tarazona IT Project Manager

IT Project Management

Medtronic

Feb 2024 - Current (2 years 3 months)

Talent Acquisition Specialist

Yamu Media

Nov 2022 - Mar 2023 (5 months)

• Successfully guided company expansion efforts, resulting in a 40% growth in international market presence. • Oversee a global team of professionals, fostering collaboration and achieving a 20% increase in cross-functional efficiency. • Implemented HR policies and procedures resulting in a reduction in employee turnover and improved overall employee satisfaction important in a SaaS company. • Achieved a 25% increase in company productivity through successful restructuring initiatives and streamlined processes.

Operations Manager

Convoy Inc

May 2021 - Oct 2023 (2 years 6 months)

Convoy serves in the B2B, SaaS space in the Transportation and Logistics Tech market segments. • Develop and maintain strong relationships with client being the POC on a day-to-day basis, providing updates in regards to performance in WBRs and QBRs. • Conduct data analysis to identify areas for improvement and develop strategies to increase KPI completion and reduce errors. • Optimized processes and procedures, improving AHT from 880 secs to 350 secs. • Conduct regular performance reviews and provide coaching and development opportunities to Team Leaders and Quality Analysts to improve their skills and maximize their potential.

Operations Manager

Lean Solutions Group

May 2021 - Feb 2024 (2 years 10 months)

• Foster a culture of care and growth within the organization. • Create the Quality team for the account understanding what quality means for the client. • Develop and maintain strong relationships with client being the POC on a day-to-day basis, providing the client with updates in regards to performance in WBRs and QBRs. • Conduct data analysis to identify areas for improvement and develop strategies to increase KPI completion and reduce errors. • Conduct regular performance reviews and provide coaching and development opportunities to Team Leaders and Quality Analysts to improve their skills and maximize their potential.

NAVCS Associate

Amazon

Oct 2020 - Feb 2021 (5 months)

Quality Assurance Lead

247.ai

May 2019 - Aug 2019 (4 months)

• Managed a team of over 100 agents and 5 Quality Analysts, ensuring high levels of customer satisfaction and adherence to performance metrics. • Responsible for managing the quality team members performance. • Conducted regular meetings with the client to gather feedback and identify areas for improvement. • Conducted data analysis to identify areas for improvement and develop strategies to increase customer satisfaction.

Quality Analyst

247.ai

Aug 2017 - May 2019 (1 year 10 months)

• Evaluate agents’ performance through chat/call monitoring and scoring to ensure that chats/calls meet quality standards. • Provide feedback and coaching to agents to enhance their performance, including areas of improvement and recognition of their successes. • Develop and implement quality control procedures, guidelines, and policies to improve overall quality of calls.• Evaluate agents’ performance through chat/call monitoring and scoring to ensure that chats/calls meet quality standards. • Provide feedback and coaching to agents to enhance their performance, including areas of improvement and recognition of their successes. • Develop and implement quality control procedures, guidelines, and policies to improve overall quality of calls.

F

Bilingual Recruiter

Free Trade Zone Santander

Jul 2016 - Aug 2016 (2 months)

M

HR Lead & Recruitment

Mantenimientos Toldos & Parasoles

Jun 2013 - Dec 2015 (2 years 7 months)

Miguel Angel Valencia Tarazona

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