Juan Pablo Rodriguez

Operations Manager @ Iterum Connections | BPO | Contact center | Outsourcing

Country

Colombia

City

Bogota

Industry

Outsourcing/Offshoring

Skill

Microsoft Power BI, Análisis de Big Data, Bases de datos, Satasphere, Microsoft Excel, Implantación de SAP, SAP BusinessObjects, Administración logística, Ejecución de proyectos, Desarrollo de innovación, Indicadores clave de desempeño, Operaciones, Subcontratación de procesos empresariales, Inglés, HTML Emails, Customer Satisfaction, Sales, Cross-Selling, Customer Service, Cash Collection

Experience

Operations Manager

Iterum Connections | BPO | Contact center | Outsourcing

2024-5 - Present · 2 yrs 5 mos

Bogotá, Capital District, Colombia

Deputy manager

Optum

2022-1 - 2024-6 · 2 yrs 6 mos

Operations Supervisor

Optum

2020-11 - 2022-12 · 2 yrs 2 mos

Bogota, D.C., Capital District, Colombia

Supervisor of operations Engaged in operational management and project collaboration since 2015, contributing to the expansion of service offerings. Applied OKR methodology for goal-oriented performance and service quality enhancement. Oversaw customer experience across multiple channels, ensuring excellence in service delivery. Drove product customization in collaboration with development teams, meeting customer and business requirements. Implemented customer satisfaction strategies, improving service quality and SLA compliance. Developed support area growth plans, fostering professional development and operational expertise. Identified coaching opportunities, executing action plans for continuous improvement. Managed B2B client relations, maintaining a strong focus on results and customer- centric solutions. Streamlined hiring and support processes, optimizing team composition for operational

Senior Customer Service Associate

Airtech BPO

2020-2 - 2020-12 · 11 mos

Bogotá, Capital District, Colombia

• Developed financial and collection activities, verifying client account statements, sending reports and establishing communication with them to carry out payment collection activities. Compliance with the objectives set by management. •Responding to customer problems/queries.