Jeyson Garcia Arias
Lima
Summary
BPO International Consultant (COL, GYN, MEX, PER), Strategic Management Specialist & Account Manager, +9 Years Experience, with great Analytical/Mathematical/Strategic thinking aimed at results & problems/issues resolution, supporting projects implementation and driving performance.
Leadership & People Management skills for driving performance even under high pressure and rapid/constant changing environments.
Contact Center Operations Proven Expertise & Knowledge on Implementation, Planning, Management, Execution, Control & Financials perspective, with footprint in Technical Support, Food Delivery, Travel, Specialized Retail, Customer Service & Sales industries.
Overview
6
6
years of professional experience
Work History
Senior Account Manager
Teleperformance
12.2023 - 07.2024
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Enhanced communication between departments for more effective problem-solving and collaboration.
- Analyzed key competitors to respond to competitive threats.
- Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
- 2 Projects: Travel & Accomodation industries FTEs: 60 - 120~
- Project Implementation and Green Kick off.
- LOBs Grow & consolidation: Technical Support, Customer Service, Outbound Selling (Hunting, Nurturing and closing sales)
- Per Productive Hour Pricing providing sustainable revenues & GMs (30% - 50%~).
- Leadership development and overall support for middle management (Sups, ACCMs, Trainers, QAs, WFMs, Reporting).
Account Manager
Teleperformance
01.2021 - 12.2023
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- 6 Different Projects: Retail, Specialized retail, food delivery, travel & Accomodation industries FTEs: 60 - 200~
- Six Sigma project analysis for 2 specialized retail industries improving performance from high risk to green status on 3 months extending project life and providing growth.
- Project Implementation and Green Kick off of 3 different projects (from 30/40 FTEs to 300+FTEs)
- LOBs Grow & consolidation: Customer Service, Supplier service, B2C & B2B support.
- Per Productive Hour Pricing providing sustainable revenues & GMs (40% - 60%~).
- Leadership development and overall support for middle management (Sups, ACCMs, Trainers, QAs, WFMs, Reporting).
Operations Manager
Teleperformance
03.2020 - 01.2021
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- 2 Different Projects: Specialized retail & food delivery industries FTEs: 30 - 150~
- Project Implementation and Green Kick off of 2 different projects (from 30 FTEs to 150+FTEs)
- LOBs Grow & consolidation: Customer Service, Specialized support, Backoffice support.
- Leadership development and overall support for Operations Supervisors and hand by hand with support areas (TRN, QA, WFM)
- Staffing & Scheduling support while general KPIs overall review, control and reporting.
- Coaching and improvement action plans creation
Process & Standards Coordinator
Teleperformance
11.2018 - 03.2020
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Multiple projects overview and audit (Nearshore 500+FTEs & Offshore 200+FTEs Markets) in different countries such as Colombia, Guyana & Peru
- Ensure proper corporate process and standards implementation looking for compliance achievement guaranteeing continous standards certification.
- Lead teams to proper audit different projects on different GEOs creating individual and strategical action plans for objectives achievement.
- Support on KPIs stabilization (consultant role)
- Develop coaching, leadership and leading training sessions for new roles insid the company (SUPs, ACCMs, QAs, TRNs, AMs)
- Consultant role creating, developing and implementing processes in Mexico and in some domestical/local "InHouse"companies
Education
Bachelor Of Business Administration - Business Administration
Universidad Nacional Abierta Y A Distancia
Bogota, ColombiaSkills
- Business Development
- Schedule Management
- Excellent negotiation skills
- Partnership Development
- Strategic Management
- Analytical/Mathematical/Strategic thinking
- Leadership & People Management skills
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
Senior Account Manager
Teleperformance
12.2023 - 07.2024
Account Manager
Teleperformance
01.2021 - 12.2023
Operations Manager
Teleperformance
03.2020 - 01.2021
Process & Standards Coordinator
Teleperformance
11.2018 - 03.2020
Bachelor Of Business Administration - Business Administration
Universidad Nacional Abierta Y A Distancia
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