Valentina Unigarro

Bilingual Business Management Tecnologist and student of 8th semester in Business Management Profesional career with over 2+ years of experience leading high-performing customer service teams in fast-paced environments, and 5+ years of experience in bilingual BPO industry. Proven success in driving operational excellence through effective people management, continuous process improvements, and motivation of cross-functional teams. 

Demonstrated strengths in performance and quality assurance, client relationship management, and implementing strategic initiatives to optimize productivity and customer satisfaction levels.

- Supervised and led a team of 12-17 employees in a fast-paced BPO environment, specialized on the healthcare and medical insurance industry with national network in USA.

- Developed in modeling behaviors, coaching framework and KPI correlation for effective strategies to improve team productivity and efficiency.

- Conducted performance evaluations on 1:1, provide individual improvement glide-path and get two-way feedback.

- Assertive communication to conduct regular team meetings to discuss goals and action plan, performance trends and team performance improvement plan.

- Identified areas for improvement and provided coaching and training to team members, implementing coaching techniques such 4C’s, Skill Transfer, SBS to help the team members reach their full potential.

- Ensured high-quality service delivery by monitoring calls and interactions and collaborating closely with the Quality Team.

- Identified and resolved complex issues related to customer service and operations.

- Collaborated with other departments such as Workforce, Quality, Training to assure service levels, positive member experience, immediate solutions and streamline workflows.

• Bachelor Business Management 2024 - Universidad Politecnico Grancolombiano
• English C1 2019 - SMART Academia de Idiomas 
• Business Management Technology 2018 - SENA - Centro de Servicios Financieros 
• English B1 Focused on Business Processes Industry 2018 - SENA - Centro de Gestión De Mercados, Logística Y Tecnología de la Información 
• Portugues 2024:  Learning Portugues as third language at IBRACO - Instituto de Cultura Brasil Colombia 
• Instituto Académico Bethel Highschool Degree 2015