Oriana Morgado Ospina

Oriana Morgado Ospina  new_releases

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Product Owner & Scrum Master
Armenia, Quindio, Colombia

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Résumé


Jobs verified_user 29% verified
  • Singular Agency
    Product Owner & Scrum Master verified_user Verified experience public Remote experience
    Singular Agency
    Jul 2023 - Current (1 year 11 months)
    Responsabilities: - Global Project Management: Leading projects with multicultural teams and clients across different parts of the world. - Agile Methodologies: Implementing and facilitating Agile and Scrum processes to ensure efficient and high-quality deliveries. - Remote Team Coordination: Promoting effective collaboration and communication in globally distributed teams. - Results-Oriented Approach: Prioritizing strategic objectives to maximize product value and client satisfaction.
  • T
    Customer Experience Regional Account Manager verified_user Verified experience
    Teleperformance Colombia
    Aug 2020 - Jun 2022 (1 year 11 months)
    - Build action plans for the implementation and deployment of new CX attention channels in new geographies and ensure compliance of the main KPIs of the 3 countries (Colombia, Peru and Nicaragua) using tools such as PowerBi, Lean and Six Sigma. - Evaluate the action plans implemented by the ACCMs to monitor their teams to share and discuss usability findings and feedback to the stakeholders on a weekly basis. Customer Experience Regional Account Manager leading a team of +600 people located in Colombia, Perú and Nicaragua implementing work from home model for a unicorn start-up with HQ in USA that provides delivery services in USA, Canada and Australia. Accomplishments: • Implemented the action plan to launch two new geographies (Peru and
  • T
    Customer Experience Assistant Contact Center Manager
    Teleperformance Colombia
    Apr 2020 - Aug 2020 (5 months)
    - Design action plans to follow-up targets agreed upon by the stakeholders with the supervisors for the achievement of key KPIs. - Coordinate strategies and procedures along with hybrid multidisciplinary teams in order to increase or sustain both internal and external KPIs indicators for the different LOBs. - Provide coaching and support to supervisors to mitigate their operational challenges to meet their needs, improve their performance and increase solutions to product failures deliver the best possible results based on user needs. Handling and monitoring teams of over 400 members to deliver results from its implementation to its launch and after that for a unicorn start-up with HQ in the USA working remotely for our operations in Co
  • T
    Customer Experience Operations Supervisor
    Teleperformance Colombia
    May 2019 - Mar 2020 (11 months)
    - Monitor on a daily basis the performance of the agents under my leadership to guarantee an optimal delivery of results at the end of the week using data-analysis and usability findings to validate results. - Coaching the agents according to their performance and following up on the commitments agreed upon by them. Operations supervisor for an elite team specialized in support and conflict resolution in real time for customer representatives of a banking account with HQ in USA. Accomplishments: • Exceed client goals over a period of 6 months by increasing performance by 20%. • Implemented a new specialized LOB for the campaign which resulted in a 60% improvement in response times on backlog cases improving the customer journey and intera
  • T
    Customer Service Specialist
    Teleperformance Colombia
    Mar 2018 - Apr 2019 (1 year 2 months)
    - Exceed client goals over a period of 6 months by increasing performance by 20%. - Implemented a new specialized LOB for the campaign which resulted in a 60% improvement in response times on backlog cases improving the customer journey and interaction with all digital platforms. Customer Experience Specialist in charge of doing background checks to users from a platform of a unicorn start-up located in the USA.
  • C
    Graphic Designer/Community Manager
    Crepa Creperia
    Aug 2016 - Nov 2017 (1 year 4 months)
    - Co-owner, brand manager, graphic designer and community manager for a crepe restaurant.
  • E
    Graphic Designer/Community Manager
    El Chopstick
    Aug 2014 - Jun 2016 (1 year 11 months)
    - Brand manager, graphic designer and community manager for a foodtruck.
Education verified_user 0% verified
  • Google
    UX Design Professional Certification
    Google
    Jul 2022 - Feb 2023 (8 months)
  • Coderhouse
    Project Manager Certification
    Coderhouse
    Jun 2022 - Sep 2022 (4 months)
  • S
    Visual Merchandising
    S.E.N.A.
    Mar 2015 - Jul 2015 (5 months)
  • E
    Diseño Gráfico y Visual
    Escuela de Administración y Mercadotecnia,
    Jan 2011 - Apr 2014 (3 years 4 months)