Santiago Cano Yepes
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Customer Service Management | 9y Experience | Training | Quality |
Medellín, Antioquia, Colombia
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Résumé
Jobs
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SENIOR MANAGER CS T&QConcentrixOct 2023 - Current (2 years 7 months)Led a team of 1,500 FTEs, driving excellence in healthcare and financial sectors. Implemented Lean Six Sigma and SMART strategies to enhance performance and reduce costs. Cultivated strong client relationships, boosted business opportunities, and improved product quality through data-driven insights.- Training And Quality ManagerConcentrixOct 2022
- [QA MANAGER - HEAD OF QUALITY DEPARTMENT[24] 7.AIMar 2022 - Oct 2022 (8 months)Oversaw global QA operations for high-profile clients, managing up to 1,500 FTEs. Drove improvements in quality assurance and performance metrics. Implemented Agile and Lean Six Sigma practices to enhance departmental efficiency and client satisfaction.
- QA Manager - Head Of Quality Department MED247.aiMar 2022 - Oct 2022 (8 months)- 1. Create the QA & BI department for 3 corporative clients (retail-bankingclothing sales) up to 1.5k FTES - 2. Global QA management for retail company (India-USA-Guatemala-Col) - 3. Main corporative client POC for Quality assurance issues ( WBR-MBRQBR-YBR/ escalations) - 4. Build the team structure such as audit format-calibration and audit production - 5. Skill up knowledge related to continuos performance improvement plans (Agile-KAIZEN- lean six sigma). - 6. Oversee department performance and client requirements to be met over the expectation related to main KPIS ( NPS - AHT - QA variance - RPC - FCR - Transfer rate etc ) - 7. Create and manage performance/product improvement plans to reduce defects/cost/variance as required for the co
- TQuality & BI Leader And ManagementTeleperformance Global Learning & DevelopmentMar 2020 - Mar 2022 (2 years 1 month)- 1 .Face to face relationships with the cooperative client: - WBR and daily meetings related to QA statistics trends and developments. - Validation of action plans and disciplinary actions of agents or staff members detected as outliers or negative leaders in partnership with the operations director and account manager. - Daily checks of integrity/compliance behaviors with a back up report to track procedures and findings. - 2. Lean six sigma - kaizen projects development: - Create and develop a QA report for each KPI to detect outliers, trends, correlations, behaviors and root causes. - Creation and development of an accurate action plan based on the needs and root causes detected with the data to meet the company and clients expectations
- QA AnalystWebhelp OneLinkMar 2019 - Mar 2020 (1 year 1 month)- As first wave of QAs of a new project with a Canadian and United States client, used the experience in the department to develop forms and coaching structures as support for the management and leadership of the team.
- Quality Assurance AnalystKonecta CorporativaFeb 2016 - Mar 2019 (3 years 2 months)- Quality assurance analyst of a crossed sale and customer service line for customers located at USA For a telecomunicación company.
- QUALITY AND TRAINING MANAGERConcentrixManaged up to 500 FTEs across multiple communication channels. Developed and implemented performance improvement strategies, focusing on defect reduction and client satisfaction. Utilized Kaizen and Six Sigma to achieve process optimization and business growth.
Education
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- SContinuos ImprovementSIX SIGMA ACADEMY AMSTERDAM:Jan 2021 - Jul 2022 (1 year 7 months)
- Negocios, Administración y gestión de empresas, generalEsumerJan 2014 - Jun 2015 (1 year 6 months)
- GSIX SIGMAGREEN BELT J U LY
- IG, DATABAS E ADMI N ISTRATI O N )
- SS IX S I GMA AKAD
- FFOC US
- BB US I
- KKEY S KI LLS
- PP
- DDATA EN GI N EER
- PPO