Sofia Cadavid C.

Gerente general de operaciones @ TaskUs

About

Customer Success and Operations Leader with 8+ years managing international accounts across fintech, crypto, and tech support. Proven ability to recover high-risk accounts, scale operations from 150 to 500 FTE, and drive client retention through strategic stakeholder engagement. Skilled in SLA governance, KPI optimization, and cross-functional leadership, I partner with executives to deliver sustainable growth and customer satisfaction. Passionate about building resilient service models that protect revenue, enhance customer experience, and enable operational scalability in fast-paced global environments. Core strengths: Leadership, data-driven decision making, action plan design, and effective communication. Let's connect and explore opportunities to collaborate and drive excellence together.

Country

Colombia

City

Cali

Industry

Consumer Services

Skill

Account Management, customer success, account management, operation scaling, Resolución de problemas, Pensamiento crítico, Operaciones, Google Workspace, Dirección de equipos, Coaching, Comunicación, Gestión operativa, Servicio de atención al cliente, Análisis de datos, Metodologías ágiles, Liderazgo, Liderazgo de equipos

Experience

Gerente general de operaciones

TaskUs

2022-3 - Present · 4 yrs 7 mos

Colombia

- Scaled operations from 150 to 500 employees while maintaining SLA compliance. - Improved CSAT from 40% → 60% in 90 days, exceeding client targets. - Stabilized 3 high-risk accounts, preventing contract loss and protecting revenue. - Led weekly Business Reviews (BRs) with global stakeholders to align success plans and performance strategies. - Partnered with Training, Workforce Management, and QA teams to close performance gaps impacting KPIs.

Jefe de operaciones

TaskUs

2022-1 - Present · 4 yrs 9 mos

- Promoted from Collection Agent to Operations Supervisor based on performance. - Managed team KPIs (CSAT, SLA, AHT), ensuring alignment with client expectations. - Implemented coaching strategies that improved agent productivity and service quality. - Supported operational stability and SLA compliance across customer-facing teams.