JHONATHAN PINEDA
Senior Operations Supervisor
Medellin
Summary
Customer service and collections expert, developing of high-performance and leadership teams. Monitoring of indicators, strategic planning. B2B, B2C, Collections, Billing, Client engagement for debt negotiation. Design of improvement plans. Collections and service models. Design of emotions to improve contact with customers and debtors, creation of comprehensive training programs. Implementation of performance models, induction, and training.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Team Leader
INTELCIA
06.2025 - Current
- Customer service agent supervision.
- Kpi management and upkeep.
- Agent coaching and feedback.
Team Supervisor
INTELSA
01.2024 - 05.2025
- Group management with about 18 agents, performing all tasks assigned as a supervisor.
- Hire and train new employees. Setting goals for performance and deadlines in ways that comply with the company's plans and vision.
Sales Development Representative
SOSA BPO
11.2023 - 03.2024
- New customer pitch and development of relationships.
- Customer database mining through Apollo.
- Customer engagement to onboard for new services.
Senior Supervisor
SOLVO GLOBAL
01.2020 - 01.2023
- Setting goals for performance and deadlines in ways that comply with the company's plans and vision.
- Organizing workflow and ensuring that employees understand their duties and delegated tasks. Monitoring employee productivity and providing constructive feedback and coaching. Pass on information from upper management to employees and vice versa.
- Hire and train new employees. Ensure adherence to legal and company policies and procedures, and undertake disciplinary actions if necessary. Sourcing and interviewing for active and startup campaigns. Create job descriptions and expectations.
Operations Supervisor
TELEPERFORMANCE
08.2016 - 12.2019
- Customer Service and Sales Supervisor for Call Center Agents Serving LATAM and U.S.-Based Banking Clients.
Education
Telco Technician -
POLITÉCNICO COLOMBIANO 'JAIME ISAZA CADAVID'
Skills
Team supervision
Teamwork and collaboration
Work planning
Team motivation
Problem-solving
Mentoring
Quality improvement
People management
Accomplishments
- Effective Team Training: Trained over 50 employees, improving team efficiency by 30%.
- Productivity Enhancement: Increased department productivity by 25% through optimized workflow processes.
- Employee Retention Boost: Reduced employee turnover by 20% through improved hiring practices.
- Customer Satisfaction Success: Achieved a 90% customer satisfaction rate in service quality improvements.
Timeline
Team Leader
INTELCIA
06.2025 - Current
Team Supervisor
INTELSA
01.2024 - 05.2025
Sales Development Representative
SOSA BPO
11.2023 - 03.2024
Senior Supervisor
SOLVO GLOBAL
01.2020 - 01.2023
Operations Supervisor
TELEPERFORMANCE
08.2016 - 12.2019
Telco Technician -
POLITÉCNICO COLOMBIANO 'JAIME ISAZA CADAVID'
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