2015 Present Teleperformance – Microsoft
Service Delivery Manager. Responsible for client relationship with Microsoft managing Microsoft Partners for Latin America Inbound and Outbound Microsoft Partners Regional Service Center.
2012 – 2015 UPS Colombia
Sales Operations Coordinator. Responsible for control, report and analyze different
sales metrics for UPS forwarding and UPS Small Package Sales Forces. Also Responsible
for Telesales – Telemarketing Sales and administrative performance.
2011 – 2012 Sitel – Microsoft
Volume Licensing – Loyalty Programs CSS team Coordinator. Responsible for LATAM
Customer Service and Support agents for Microsoft’s Volume Licensing and Loyalty
2011 – 2011 Allus Global BPO Center
Team Leaders Supervisor. Supervised Customer Service Team Leaders to ensure that
Workflow met company Standards.
Provide a fast and friendly service leading to a 20% increase in retained customers Year
2010 – 2011 Allus Global BPO Center
Team Leader. Managed Customer Support service agents for Telefonica domestic users
contact line. Responded to Inbound service calls in a fast-paced, high-volume Call
Elevates standards and, as a result, increased inbound volume assigned to this vendor.
2007 – 2009 Avianca - Deprisa
Customer Service General Supervisor (on-site client). Supervised Contact Center
Tasks and activities according to Deprisa Avianca Requests. Ensured compliance of
Deprisa – Avianca Standards and policies within the call center. Validated and track all
the billed charges from vendor to Avianca.
2004 – 2007 TNT Express
Customer Service Supervisor. Managed Support bilingual agents performing TNT Latin
American Associates support Call Center for domestic courier companies regarding
international shipping information help.