Jose Juan Carlos Villamizar
Operations Manager
Professional profile
Operations leader with experience in multinational BPO environments , specializing in team management , process optimization , KPI control , and continuous improvement . Proven ability to improve profitability , efficiency , and high-volume team performance
Work experience
Managed KPIs, improved account’s gross margin, enhanced operational performance, increased employee satisfaction. Tools: Office, Genesys, Power BI, Copilot, Teams.
Major achievementLed sales and customer service operations for ~100 employees, managed KPIs (Conversion, Quality, AHT, Absenteeism, Attrition), improved gross margin and operational indicators, strengthened workplace climate.
Automated coaching, structured new departments, managed metrics, developed leaders and improvement plans.
Major achievementAutomated coaching and performance processes, created two new departments, managed quality, productivity, and commercial metrics, developed leaders and improvement plans.
Sales, customer service, administrative support, met commercial and quality targets.
Major achievementAchieved commercial and quality targets in sales, customer service, and administrative support.
Education experience
Sena | Técnico/Tecnólogo
