Dylan Gonzalez

Specialist in customer service management and post-sales operations, with extensive knowledge in administrative activities. Committed to achieving objectives and building organizational strength. Possesses analytics skills in KPI management and development of monitoring tools under a continuous improvement approach, including the creation and execution of comprehensive plans and metrics. Capable of creating and implementing effective strategies to drive growth, profitability, and internal and external service satisfaction levels. Demonstrates strong performance management and team development skills, focusing on leading and motivating the team to provide strategic direction and foster a collaborative and high-performance work environment at all levels. Developed an understanding of contact center operations and the supervisory role, Supplier Reporting, Customer Status, Invoicing, SAP BUSINESS((MM-SD-CR-ST)) ERP BPO Processes

TeleperformanceTeleperformance

Bogotá, Distrito Capital, Colombia · En remotoBogotá, Distrito Capital, Colombia · En remoto

Assistant Operations ManagerAssistant Operations Manager

jul. 2023 - actualidad · 6 mesesjul. 2023 - actualidad · 6 meses

Create, structure, and coordinate the planning and effective management of all resources, according to the parameters of the operation, in order to maximize their productivity (supported by support teams) and ensure the proper functioning of the service offered.

Consolidate the necessary and complete information for reporting to the client's senior management departments, according to the objectives of the campaign

Maintain an adequate climate that facilitates the opportune relationship with the corporate client.

To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programs.

Support, motivate, evaluate, develop, and coach their supervisors to continually meet and exceed their individual / team targets.

Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired operational margin

Analyze, control, and seek improvements in KPIs (Productivity, effectiveness, resolution, quality, AHT and others.) in order to optimize the results and standards of the operation BPOCreate, structure, and coordinate the planning and effective management of all resources, according to the parameters of the operation, in order to maximize their productivity (supported by support teams) and ensure the proper functioning of the service offered. Consolidate the necessary and complete information for reporting to the client's senior management departments, according to the objectives of the campaign Maintain an adequate climate that facilitates the opportune relationship with the corporate client. To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programs. Support, motivate, evaluate, develop, and coach their supervisors to continually meet and exceed their individual / team targets. Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired operational margin Analyze, control, and seek improvements in KPIs (Productivity, effectiveness, resolution, quality, AHT and others.) in order to optimize the results and standards of the operation BPO… ver más

Aptitudes: Seguimiento · Eficiencia de procesos · Liderazgo · Estrategia empresarial · Trato con clientes · Métricas de ventas · Liderazgo de equipos · Contratación de personal · Trabajo en equipo · Motivación para mejora de rendimiento · Gestión del tiempo · Centros de contacto · Inglés hablado · Formación y desarrollo · Control de calidad · Gestión de personas · Capacidad de análisis · Aptitudes para la supervisión · Satisfacción del cliente · Motivación de equipo · Support Services · Servicio centrado en el cliente · Resolución de problemas · Métricas de rendimiento · Implementación de estrategias · Comunicación · Gestión operativa · Gestión de sporteAptitudes: Seguimiento · Eficiencia de procesos · Liderazgo · Estrategia empresarial · Trato con clientes · Métricas de ventas · Liderazgo de equipos · Contratación de personal · Trabajo en equipo · Motivación para mejora de rendimiento · Gestión del tiempo · Centros de contacto · Inglés hablado · Formación y desarrollo · Control de calidad · Gestión de personas · Capacidad de análisis · Aptitudes para la supervisión · Satisfacción del cliente · Motivación de equipo · Support Services · Servicio centrado en el cliente · Resolución de problemas · Métricas de rendimiento · Implementación de estrategias · Comunicación · Gestión operativa · Gestión de sporte… ver más

Team Lead ManagerTeam Lead Manager

nov. 2020 - actualidad · 3 años 2 mesesnov. 2020 - actualidad · 3 años 2 meses

Successfully manage a team and ensure the fulfillment of required metrics, providing daily coaching and monitoring.

Motivate and support Agents to meet and exceed individual and team targets, implementing strategies to drive performance.

Conduct regular monitoring of handled contacts, providing feedback, coaching, and education to ensure compliance with client requirements.

Provide real-time support to Agents facing difficulties on calls and handle escalated customer inquiries promptly and professionally.

Ensure adherence to company policies and procedures, including security, HR, and operations.Successfully manage a team and ensure the fulfillment of required metrics, providing daily coaching and monitoring. Motivate and support Agents to meet and exceed individual and team targets, implementing strategies to drive performance. Conduct regular monitoring of handled contacts, providing feedback, coaching, and education to ensure compliance with client requirements. Provide real-time support to Agents facing difficulties on calls and handle escalated customer inquiries promptly and professionally. Ensure adherence to company policies and procedures, including security, HR, and operations.… ver más

Aptitudes: Seguimiento · Asistencia técnica · Eficiencia de procesos · Liderazgo · Estrategia empresarial · Liderazgo de equipos · Contratación de personal · Trabajo en equipo · Asistencia virtual · Motivación para mejora de rendimiento · Gestión del tiempo · Centros de contacto · Inglés hablado · Formación y desarrollo · Control de calidad · Gestión de personas · Capacidad de análisis · Aptitudes para la supervisión · Satisfacción del cliente · Motivación de equipo · Support Services · Servicio centrado en el cliente · Resolución de problemas · Métricas de rendimiento · Implementación de estrategias · Comunicación · Gestión de sporte · Administración de operaciones · Operaciones de atención al cliente · Formación del personal de atención al cliente · Desarrollo de liderazgo · CoachingAptitudes: Seguimiento · Asistencia técnica · Eficiencia de procesos · Liderazgo · Estrategia empresarial · Liderazgo de equipos · Contratación de personal · Trabajo en equipo · Asistencia virtual · Motivación para mejora de rendimiento · Gestión del tiempo · Centros de contacto · Inglés hablado · Formación y desarrollo · Control de calidad · Gestión de personas · Capacidad de análisis · Aptitudes para la supervisión · Satisfacción del cliente · Motivación de equipo · Support Services · Servicio centrado en el cliente · Resolución de problemas · Métricas de rendimiento · Implementación de estrategias · Comunicación · Gestión de sporte · Administración de operaciones · Operaciones de atención al cliente · Formación del personal de atención al cliente · Desarrollo de liderazgo · Coaching… ver más

Technical Support AgentTechnical Support Agent

mar. 2020 - nov. 2020 · 9 mesesmar. 2020 - nov. 2020 · 9 meses

Provide technical support to clients based on the product k-base instructions via remote access and chats;

Relsove issues related to the hadware and software components from products and service (updates, data migration, system failures, account recovery process, billing issues, connectivity dropping, browser and network issues, device setup, acessibility features, data storage and data loss...)

Match company BPO and Coustomer KPI(Productivity, effectiveness, resolution, quality and others) expectations and continous improvement.

interpreting of data, as well as to improve performance and processes through insights which supports the overarching objective of a customer centric environment.Provide technical support to clients based on the product k-base instructions via remote access and chats; Relsove issues related to the hadware and software components from products and service (updates, data migration, system failures, account recovery process, billing issues, connectivity dropping, browser and network issues, device setup, acessibility features, data storage and data loss...) Match company BPO and Coustomer KPI(Productivity, effectiveness, resolution, quality and others) expectations and continous improvement. interpreting of data, as well as to improve performance and processes through insights which supports the overarching objective of a customer centric environment.… ver más

Aptitudes: Asistencia técnica · Eficiencia de procesos · Asistencia virtual · Gestión del tiempo · Centros de contacto · Inglés hablado · Control de calidad · Capacidad de análisis · Satisfacción del cliente · Support ServicesAptitudes: Asistencia técnica · Eficiencia de procesos · Asistencia virtual · Gestión del tiempo · Centros de contacto · Inglés hablado · Control de calidad · Capacidad de análisis · Satisfacción del cliente · Support Services

EmprendedorEmprendedor

AutónomoAutónomo

feb. 2019 - feb. 2020 · 1 año 1 mesfeb. 2019 - feb. 2020 · 1 año 1 mes

HíbridoHíbrido

Entrepreneurship in the logistics field of distribution, procurement, subcontracting, and management of ground transportation services involves:

Development of a robust business plan.

Selection of suppliers and strategic partners.

Acquisition of a suitable transport fleet and vehicles.

Design of efficient distribution routes.

Implementation of shipment tracking and monitoring systems.

Hiring and training of operations and logistics personnel.

Establishment of relationships with potential and current clients.

Development of marketing and promotional strategies.

Negotiation of contractual agreements with clients and suppliers.

Management of billing and financial processes.

Resolution of operational and logistical issues.Entrepreneurship in the logistics field of distribution, procurement, subcontracting, and management of ground transportation services involves: Development of a robust business plan. Selection of suppliers and strategic partners. Acquisition of a suitable transport fleet and vehicles. Design of efficient distribution routes. Implementation of shipment tracking and monitoring systems. Hiring and training of operations and logistics personnel. Establishment of relationships with potential and current clients. Development of marketing and promotional strategies. Negotiation of contractual agreements with clients and suppliers. Management of billing and financial processes. Resolution of operational and logistical issues.

Aptitudes: Educación emprendedora · Marketing digital · Administración de operacionesAptitudes: Educación emprendedora · Marketing digital · Administración de operaciones

Logotipo de Swiss Sport Corp

Technical Support AnalystTechnical Support Analyst

Swiss Sport Corp · Jornada completaSwiss Sport Corp · Jornada completa

mar. 2017 - ene. 2019 · 1 año 11 mesesmar. 2017 - ene. 2019 · 1 año 11 meses

Bogotá D.C., ColombiaBogotá D.C., Colombia

Managed receipt and entry of product orders, generating SAP service orders and coordinating delivery to the workshop.

Updated databases and maintained accurate client status records.

Shipped repaired products and generated monthly quality reports for clients and suppliers.

Supported logistics processes, including labeling, picking, packing, and stock transfers.

Assisted with corporate events, liquidations, and business sales, and provided support to the billing and imports area.Managed receipt and entry of product orders, generating SAP service orders and coordinating delivery to the workshop. Updated databases and maintained accurate client status records. Shipped repaired products and generated monthly quality reports for clients and suppliers. Supported logistics processes, including labeling, picking, packing, and stock transfers. Assisted with corporate events, liquidations, and business sales, and provided support to the billing and imports area.… ver más

Aptitudes: Asistencia técnica · Asistencia virtual · Gestión del tiempo · Gestión de personas · Satisfacción del cliente · Support Services · Gestión operativa · Mapas de la experiencia del cliente · Mejora de procesos de negocio · Gestión de sporteAptitudes: Asistencia técnica · Asistencia virtual · Gestión del tiempo · Gestión de personas · Satisfacción del cliente · Support Services · Gestión operativa · Mapas de la experiencia del cliente · Mejora de procesos de negocio · Gestión de sporte

Programación de Java

Toronto Mississauga-Online