Eduard - Operations Manager with 10+ years in BPO and customer service

Colombia, Huila Department, Colombiaen

Led teams at Supercell Onelink and Webhelp to meet and surpass KPIs, focusing on performance excellence

Directed process optimization and efficiency improvements in BPO operations across multiple roles

Published on CazVidVideo interview available

Summary

Experienced BPO operations manager with a history of leading teams to exceed KPIs, optimize processes, and improve customer satisfaction.

Video Resume

Key Achievements

Managed daily operations, client relationships, and team development to enhance productivity and customer satisfaction

Skills

Data AnalysisAdvanced

Utilized data analysis tools including Microsoft Office Suite and project management methodologies to support operational decisions.

Team LeadershipExpert

Managed and coached teams within BPO settings to achieve performance targets and professional development.

Operations ManagementAdvanced

Supervised daily operations, workflow management, and process improvements in customer service environments.

Customer Support & Client RelationsIntermediate

Handled client relationships and led customer support initiatives to enhance service quality.

Languages

English

Experience

Operations Team Manager

Supercell Onelink

2018 - 2022

BPO Team Manager with expertise in customer service operations, Skilled in leading teams to exceed KPIs and deliver top performance, Experienced in coaching and developing team members, Using data insights to enhance processes and customer experience

Sr Operations Team Manager

Webhelp

2022 - 2023

Sr Operations team manager with a strong background in the BPO industry, Known for optimizing processes and driving efficiency, Skilled in managing daily operations, client relationships, and project execution, Proficient in workflow management and team coordination to enhance productivity and...