ADRIANA MARCELA SIMBAQUEBA GONZALEZ
Calle 151 No 13ª-50, Bogotá, Colombia --
PROFESSIONAL PROFILE
Bilingual Professional with 18 years of Operations experience. Competitive, able to use, generate or transfer knowledge on all topics related with operations. Proven leadership to guide work teams to success. Ability to resolve problems by the use of negotiation and structured planning. Ability to prioritize projects in order to fulfill responsibilities in a timely manner. High sense of belonging and commitment. Good performance in individual and group work. Proficient with software applications programs.
18 years customer service experience in Call Centers, BPO’s. Experience with implementation and Go Live of different operations.
Experience on direct contact with Client as well as internal stake holders. 7 years’ experience as bilingual supervisor / team leader.
6 years’ experience as Account Manager
Expertise in employee relations and administration: payroll, disciplinary processes, PTO. 5 years of experience in employee development, support, and management.
Knowledgeable of Colombian labor law, including recent changes in policies and regulations.
ADDITIONAL QUALIFICATIONS
Law and Political Sciences, Corporacion Universitaria Republicana 2013 Law – Case Law, Universidad del Rosario. 2011
Languages: English (Advanced in all skill areas), Spanish (native).
Advanced computer skills: Microsoft Office Suite –Word, Excel, Outlook, Power Point -, Internet Explorer and business applications specific for the call center industry.
NON FORMAL STUDIES
Six Sigma Yellow Belt Professional, 6sigmaStudy, GE360 Colombia, Octubre de 2019
Montaje y dirección de oficinas de proyectos, Servicio Nacional de Aprendizaje (SENA), Acopi. Barranquilla Noviembre de 2018.
Aplicación de proyectos Ágiles con Scrum, Barranquilla Noviembre de 2018
Habilidades Gerenciales, Universidad de Los Andes, septiembre de 2018
Advanced English, KOE Institute, Bogotá.
Wireless and networking technology, Nokia Corporation Colombia.
Integrated Management Seminar – Operations, Allus Global BPO.
TOPS Operational Processes and Standards, Teleperformance Colombia.
WORK EXPERIENCE
Senior Operations Manager 10/01/2021- Present
Operations Manager 09/07/2020 – 10/01/- Intouch
Manage defined support services including planning, development, implementation and maintenance for one or more accounts. Responsible for driving quality, ensuring schedule adherence, meeting key metrics and managing the overall day to day well-being of the needs of the account.
Meet or exceed account objectives for revenue and gross profit. Deliver expected quality scores and results as demanded by the client.
Develop direct reports through creating individual development plans, coaching these individuals to achieve their objectives and evaluating their performance.
Develop and maintain client rapport and ensure client satisfaction as measured by end user satisfaction, client surveys, and other client feedback.
Assume the lead role in client communication with operational matters on the account.
Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans when necessary.
Understand the contract and bonus/penalty pieces within their control.
Develop, grow and maintain employee experience, capability, morale, and job satisfaction.
Maintain a high level of understanding of the client and their industry to assist sales staff in identifying new business opportunities. Supervise new employees and participates in the selection process.
Communicate regularly with upper management regarding the account's performance. Bring areas that are out of compliance with contractual agreements to their attention and provide improvement plans.
Account Manager (10/17/2019- 02/07/2020) Teleperformance Colombia
Supporting Instacart account , in charge of develop, grow and maintain employee experience, capability, morale, and job satisfaction.
Communicate regularly with upper management regarding the account's performance.
Bring areas that are out of compliance with contractual agreements to their attention and provide improvement plans. Deliver expected quality scores and results as demanded by the client.
Analyze team performance on a regular basis, perform root cause analysis and develop corrective action plans when necessary.
Account Manager (09/18/2017-10/16/2019) SYKES COLOMBIA
BARRANQUILLA
Manage Financial and Retail Verticals - Citibank and Wirecard International
Manage defined support services including planning, development, implementation and maintenance for one or more accounts. Responsible for driving quality, ensuring schedule adherence, meeting key metrics and managing the overall day to day well-being of the needs of the account.
Meet or exceed account objectives for revenue and gross profit. Deliver expected quality scores and results as demanded by the client.
Develop direct reports through creating individual development plans, coaching these individuals to achieve their objectives and evaluating their performance.
Develop and maintain client rapport and ensure client satisfaction as measured by end user satisfaction, client surveys, and other client feedback.
Assume the lead role in client communication with operational matters on the account.
Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans when necessary.
Understand the contract and bonus/penalty pieces within their control.
Develop, grow and maintain employee experience, capability, morale, and job satisfaction.
Maintain a high level of understanding of the client and their industry to assist sales staff in identifying new business opportunities. Supervise new employees and participates in the selection process.
Communicate regularly with upper management regarding the account's performance. Bring areas that are out of compliance with contractual agreements to their attention and provide improvement plans.
CWW and Educational Field trips expert (06/06/2016 – 09/13/2017) Colegio Nueva Granada
Create and implement developing project plans. In charge of the implementations within budget and in time of all the trips from grade K to 12th. Performed research, analyzed moderately complex information, developed and presented recommendations for trips, which facilitated the process. Organized, planned, create and managed everything related to outdoors activities. Managed and organized providers according to the Program that was established. Also responsible for the project’s go-live.
Account Manager (10/08/2015- 01/04/2016) Miora S.A
Ensure that the needs of customers are being satisfied. Develop and implement a customer service policy for the entire organization. Part of the original team in charge of the company’s operation plan implementation and Go-live for telephonic and app customer services and sales. Involved in the recruiting and training of the Customer Service team. In charge of continuous monitoring of KPI´s, including customer satisfaction, SLA and service improvement.
Account Manager – Corporate Sales Account
Facebook (17/06/2013-05/03/ 2014)
Atento Colombia
Responsible for the operation´s implementation and go-live. In charge of the account in Colombia for corporate advertisement sales to small and medium companies. Reporting to Facebook’s Regional Manager, Global Sales Operations. Leading, coaching, motivating and monitoring a group of employees in a service center/operations environment. Ensure them to make sells and invest in Facebook. Demonstrate leadership through acknowledging the fair and consistent application of policies while demonstrating a variety of coaching styles and techniques. Ensure agents achieve company goals and Facebook goals by enhancing employee confidence, morale, discipline, and willingness to perform. Ensure established metrics were achieve by the proactive/reactive use of coachings. Goals of the Quarter 3 and 4 (2013) totally achieved with more than 150% than required. Expansion of the team from 20 agents to 37 in less than 6 months due to results.
Campaign Manager (03/21/012- 20/06/2013)
Servimos Ltda RLI (Red Latinoamericana de Ingenieria) Callzilla
Responsible for the coordination and management of international lines as Sensa, Supple, Nuwave Oven and Magazine. In charge of developing 6 supervisors and 3 mentors. Ensure supervisors to help the agents to achieve company goals by enhancing employee confidence, morale, discipline, and willingness to perform. Worked closely with Human Resources to resolve employee issues at all level including the ones that require knowledge and implementation of the Colombian labor regulation. Create and promote activities that generate positive work environment.
Bilingual Team Leader AT&T / Uverse Campaign (01/24/011 – 03/21/012)
Convergys Corporation
Responsible for: Leading, coaching, motivating and monitoring a group of employees in a service center/operations environment. Demonstrate leadership through acknowledging the fair and consistent application of policies while demonstrating a variety of coaching styles and techniques. Monitor team to identify potential problems and with guidance ensure appropriate parties were engage throughout the resolution. Create and promote activities that generate positive work environment. Ensure agents achieve company goals by enhancing employee confidence, morale, discipline, and willingness to perform. Ensure established metrics were achieve by the proactive/reactive use of coachings. Take calls every week to maintain phone skills.
Bilingual Supervisor Sprint Campaign / Assurance Wireless (06/010 – 01/011)
Teledatos/Teleperformance
In charge of coordinating and managing the customer service line of one of the largest providers of mobile telephony in the United States. Responsible for a group of 17 people and the creation of a highly motivated and consistent performing team. Worked closely with Human Resources to resolve employee issues at all level including the ones that require knowledge and implementation of the Colombian labor regulation. Improved indicators such as AHT, productivity, service level and other in coordination with the Client. Responsible for coaching the team in all matters related to U.S. customers satisfaction, on the use, promotion and support of the government-subsidized service Assurance Wireless. Handling confidential information such as credit cards numbers, addresses, telephone numbers, etc. Responsible for conducting daily monitoring to representatives to ensure call quality and delivery of accurate and correct. Quality management system TOPS. (Teleperformance operational process and standards). Earned the title of TOPS Specialist (for achieving a high score in the TOPS knowledge Challenge).
Bilingual Team Leader Allconnect Campaign (September 2007 - March 11, 2010)
Allus Global BPO/ Multienlace
Responsible for the coordination and management of an international line called Allconnect, whose main activity is the processing of sales orders of phone, cable and internet providers in the U.S. including AT&T, Comcast, Time Warner and Insight Communications. In charge of a group of 25 service representatives and the delivery of reliable business information, handling of confidential information such as Social Security, credit card and personal data. Responsible for incrementing delivery performance, service level, 100% adherence, productivity and performance indicators according with corporate policies. Responsible of enhancing employee confidence, discipline, and willingness to comply with company goals. Create and promote activities that generate positive work environment. Work with human resources team to resolve employee issues at all level including the ones that require knowledge and implementation of the Colombian labor regulation. Submission of monthly reports entirely in English for international clients.
Proficiency with different applications such as Icoms, Comtrac, CSG and platforms such as Avaya and Genesys, Lotus and also managed to excel, Word etc. Recognition as the Bogota best team leader during the second half of 2009.
Bilingual Supervisor Sony Ericsson Campaign (01/2007-08/2007)
Atento Colombia (Cooperativa de trabajo M&S)
Responsible for managing a technical support line for Sony-Ericsson mobile phones covering more than 40 countries worldwide. In charge of 10 people, delivering consistent results, levels of service and high production levels. CMS Management, Vantive, Sirh, Gap and other programs. Submission of monthly reports entirely in English for international clients. Responsible for guiding a group of agents in all matters relating to support equipment, delivering reliable business information and high quality to end users, thus promoting private sales of Sony Ericsson products. Full management of different technologies, networks and equipment according to the country. Responsible for enhancing employee confidence and attitude towards customer service. Create and promote activities that generate positive work environment. Resolve employee issues at all level including the ones that require knowledge and implementation of the Colombian labor regulation.
Bilingual Supervisor (08/2006-01/2007)
Servimos Ltda RLI (Red Latinoamericana de Ingenieria), BlueHippo Campaign
Responsible for managing 24 people, delivering results in an inbound sales campaign for the purchase of computers in the United States. Management of a Latino America market in the United States, addressing their needs by adapting the product in a way that fully covers them, making the customer feel comfortable with it. Responsible of monitoring and reporting on employee confidence, morale, discipline, and willingness to provide service. Lead them to achieve company goals and proposed initiatives that positively affect work environment. In charge of resolving employee issues including the ones that require knowledge and implementation of the Colombian labor regulation,
