Pamela Velilla
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Senior Operations & Customer Success Operational Leader | Remote Teams | Process Optimization (Lean Six Sigma YB)
Colombia
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Résumé
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Senior Operations Manager / Service Delivery ManagerLean Solutions GroupMay 2022 - Jan 2026 (3 years 9 months)As a Senior Operations Manager / Service Delivery Manager, I led daily operations for 17 international accounts supporting 18 U.S.-based clients, ensuring smooth workflows and adherence to SLAs. I designed and implemented process improvements and SOPs, successfully reducing onboarding time from 6 to 3 months and increasing SLA performance from 90% to 95%. I built and monitored performance dashboards to track KPIs, OKRs, and team productivity, while managing remote Team Leaders and Managers by providing coaching, performance feedback, and accountability structures. My role involved coordinating cross-functional initiatives with Finance, Workforce, and Operations to optimize resource allocation and enhance operational efficiency. I partnered- SJunior Insurance UnderwriterSOLVO GLOBAL VENSURE EMPLOYER SERVICESJan 2020 - May 2022 (2 years 5 months)As a Junior Insurance Underwriter, I supported client-facing operations in regulated insurance services, ensuring compliance and smooth process execution. I participated in onboarding new carriers, maintaining operational continuity and process consistency. My role involved implementing workflow improvements and monitoring metrics to enhance efficiency and service quality. Additionally, I managed health policy processes for companies, which required a strong understanding of the benefits and compliance ecosystem, including HIPAA, COBRA, and related regulations. I utilized task tracking methods to monitor each policy’s status effectively and employed Slack as a primary communication tool to facilitate cross-functional coordination, ensuring
- ECustomer Care, QA & Training LeadEmergia Customer Care (Texas Pain Physicians)Jan 2018 - Jan 2020 (2 years 1 month)As the Customer Care, QA & Training Lead, I managed U.S.-based healthcare customer support operations, achieving a customer satisfaction score (CSAT) of over 90%. I developed comprehensive training programs and optimized workflows, successfully reducing ramp-up time from six months to just two. My responsibilities included creating performance dashboards and reports for executive stakeholders, which facilitated informed decision-making. I identified operational bottlenecks and implemented corrective actions to enhance service quality and efficiency. Additionally, my role necessitated a strong focus on regulatory compliance, ensuring that all team processes adhered to HIPAA regulations, insurance codes, and state-mandated healthcare policies
- Operations CoordinatorPilotos del Puerto de BarranquillaJan 2014 - Jan 2018 (4 years 1 month)As an Operations Coordinator, I coordinated complex maritime operations with a strong focus on compliance and regulatory oversight. I developed standard operating procedures (SOPs) and audit frameworks, ensuring accurate execution and operational control. My proactive risk management strategies and escalation processes contributed to maintaining a zero-incident safety record. Additionally, I supported cross-functional communication with internal and external stakeholders to ensure operational continuity. My experience in security was integral to this role, as it directly related to operational control, compliance, and risk prevention in port logistics. I managed sensitive vessel scheduling and coordination processes, ensuring that regulated
- MManager´s AssistantJan 2012 - Jan 2013 (1 year 1 month)Managed executive calendars, meetings, and travel arrangements, ensuring operational efficiency and time optimization. Prepared, reviewed, and organized reports, presentations, financial documentation, payroll, and tax filings for internal and external stakeholders. Coordinated RFP processes, vendor selection, import operations, and shipment logistics, ensuring compliance with legal and regulatory requirements. Assisted in budget tracking, cost control, and financial planning, providing actionable insights to support executive decision-making. Liaised with clients, vendors, port authorities, and internal teams, maintaining clear communication and alignment with management objectives. Oversaw project timelines, deliverables, and operati
- Admin Support - Logistics CoordinatorLean Solutions Group
Education
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- Project ManagementGoogleMar 2026 - Current (4 months)Currently formalizing and expanding my knowledge in Project Management to strengthen my skills in planning, executing, and monitoring projects effectively.
- Continuous ImprovementUPBMar 2026Continuous improvement is a systematic, ongoing approach to enhancing processes, products, and services. It focuses on identifying inefficiencies, eliminating waste, and optimizing workflows to increase quality, efficiency, and customer satisfaction. Often rooted in methodologies like Lean, Six Sigma, or Kaizen, continuous improvement emphasizes data-driven decision-making, employee involvement, and incremental changes that collectively lead to significant performance gains over time.
- Agile MethodologiesUniversidad Católica de OrienteFeb 2026 - Mar 2026 (2 months)Agile Methodologies are iterative approaches to project management and product development that prioritize flexibility, collaboration, and customer-centric delivery. Agile emphasizes delivering value incrementally through short cycles (sprints), continuous feedback, and adaptation to changing requirements. It fosters cross-functional teamwork, rapid problem-solving, and responsiveness, ensuring that outcomes align closely with business goals and customer needs. Common frameworks include Scrum, Kanban, and Lean Agile.
- Business Management (In Progress)Universidad Nacional Abierta y a DistanciaAug 2023 - Mar 2026 (2 years 8 months)Developing expertise in strategic planning and organizational management, including aligning operational goals with business objectives. Gaining knowledge in financial management and budget planning, including P&L analysis, cost optimization, and resource allocation. Learning project and process management principles to plan, execute, and monitor initiatives efficiently. Building skills in team leadership and human resource management, including workforce planning, performance monitoring, and employee development. Enhancing understanding of customer-centric strategies, client relationship management, and service delivery optimization. Learning data-driven decision-making techniques to interpret KPIs, monitor performance, and identify o
- SLean Six Sigma Yellow BeltSGS AcademyAug 2023 - Nov 2023 (4 months)Gained foundational knowledge in Lean Six Sigma methodology, combining Lean principles for waste elimination with Six Sigma techniques for defect reduction and process improvement. Learned to identify and eliminate waste (Muda) in processes to increase efficiency and reduce cycle time. Applied process mapping and Value Stream Mapping (VSM) to visualize workflows, pinpoint bottlenecks, and design optimized process flows. Utilized Root Cause Analysis tools, including 5 Whys and Fishbone (Ishikawa) Diagrams, to diagnose problems and implement corrective actions. Applied Kanban boards and workflow visualization techniques to manage tasks, monitor progress, and ensure smooth operational flow. Participated in DMAIC (Define, Measure, Analyze,
Projects (professional or personal)
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- Implementation of MarineTraffic Station – Pilotos Prácticos StationPilotos del Puerto de BarranquillaJul 2014 - Oct 2014 (4 months)Project Overview: Led the end-to-end implementation of the MarineTraffic monitoring station for the Pilotos Prácticos Station, enhancing real-time vessel tracking, maritime safety, and operational efficiency. The project included equipment importation, legal compliance, installation, and operational support, representing a key technological milestone for Colombian maritime operations. Key Responsibilities: Managed client negotiation and RFP process alongside leadership, ensuring technical requirements and approvals. Oversaw equipment importation, customs clearance, and legal compliance, coordinating with regulatory authorities. Controlled project budget, tracked expenses, and coordinated vendor selection. Organized logistics and team t
- PRFP ContecarPort of Cartagena (Contecar + SPRC Terminals)Jan 2012 - Sep 2012 (9 months)Project: Implementation of AIS System and Buoys – Nuevo Puerto Contecar Role: Operations Coordinator – Naval Engineering & Maritime Signaling Managed client negotiations and RFP process alongside leadership, ensuring project approval and alignment with technical requirements. Oversaw importation, legalization, budget control, and vendor coordination, including logistics for team travel to Cartagena. Directed port access, installation monitoring, and operational support, ensuring seamless deployment of AIS system and navigational buoys. Delivered a strategic milestone in maritime safety and port modernization, improving vessel management and operational efficiency.
- Project: Implementation of Leading Lights Navigation System – Port of BarranquillaDimarJan 2012 - Sep 2012 (9 months)Project: Implementation of Leading Lights Navigation System – Port of Barranquilla Role: Operations Coordinator – Naval Engineering & Maritime Signaling Project Overview: Led the planning, coordination, and operational implementation of the Leading Lights navigation system in collaboration with DIMAR, enhancing maritime safety and navigation precision for the Port of Barranquilla. This project was a critical milestone in modernizing port operations and ensuring safe vessel traffic in high-density shipping lanes. Key Responsibilities: Coordinated with DIMAR, port authorities, and technical teams to design and approve the placement of Leading Lights. Oversaw project planning, budget management, and resource allocation, ensuring compliance