MARIA FERNANDA CASTAÑEDA
BUSINESS ADMINISTRATOR
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Colombia
ABOUT ME
With more than 7 years of experience in operations, I specialize in business administration. From team
collaboration to overseeing operations, I ensure that business goals and KPIs are achieved. I possess resilience,
excellent organizational skills, strong discipline, and exceptional leadership qualities that enable me to inspire
my team to reach their full potential. I can adeptly adjust to changing circumstances, making decisions and
resolving conflicts effectively.
EDUCATION
Bachelor’s Degree
Business Administration
Universidad Militar
Nueva Granada
2009 - 2013
WORK EXPERIENCE
2024 - Current CUSTOMER ENHANCED & SERVICE
JACKERY
As a member of the customer service team, our responsibilities
involve handling calls, SMS messages, and emails. We play a
crucial role in nurturing relationships with our customers by
offering pre-sales, post-sales, and technical assistance. My
primary goal is to ensure our customers are fully satisfied and to
deliver top-notch service by guiding and training our agents. Our
main focus is on achieving high NPS scores, and we have already
surpassed our goals in this area.
SKILS
Leadership
Management
CRM
Customer Experience
Process optimization
Office 365
Critical Thinking
Creativity
2017 - 2022
CALL CENTER - OPERATIONS MANAGER (1.5 YEARS)
ADCOMM MDU LLC
Operation based in the U.S., responsible for the call center
operation in Bogota, Colombia. Leading of several projects within
the company improving financial aspects to be more cost
efficient, guarantee resource optimization, promoting professional
growth by challenging each member and leading the achievement
of individual and collective goals.
LANGUAGES
Achievements:
Drastic reduction in escalations from different parties.
Lowered payroll expenses.
Increasing team engagement by providing a much better work
environment.
Spanish: Native
English: Advance (C1)
REFERENCES
2018 - 2022
DANIEL PINZON
Customer Delivery Manager
Capgemini
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JAVIER HERRERA
Platform CoordinatorBNP Paribas Cardif-
TEAM LEAD MANAGER (4 YEARS)
CONCENTRIX
Four years of BPO experience, specializing in coaching teams for
improved customer service, teamwork, and goal achievement.
Successfully managed teams of up to 22 agents, both remote and inoffice, focusing on key KPIs such as CSAT, AHT, ACW, and FCR.
Conducted workshops, team huddles, and created action plans to
maintain high performance. Certified in GROW/ACE coaching model.
Achievements:
Increased CSAT and FCR
Reduced AHT and ACW
Boosted team engagement and reduced turnover
