Nestor Paredes Diaz

Operations Supervisor Master Auditor

Perfil profissional

Business Administrator with over 15 years of experience leading strategic operations in collections, customer service, sales, and quality in the financial and BPO sectors. Expert in portfolio management, advanced negotiation, KPIs, and Lean Six Sigma methodologies.

Experiência de trabalho

Quality Monitor – Recovery Management

gi group staffing – banco caja social | Novembro 2024 - Fevereiro 2026 (1 year 3 months)

habilidades usadas

Omnichannel management, speech analytics, service quality and customer experience (CX). Internal calibrations, quality assurance monitoring, strategic reporting and financial regulatory compliance.

realização principal

Strategic recovery of bad debt portfolio, KPI optimization, advanced negotiation, operational audit, root cause analysis and continuous improvement with Lean-Six Sigma.

Operations Supervisor – Master Auditor &Amp; Collections Coordinator

grupo juridico deudu | Janeiro 2023 - Maio 2024 (1 year 4 months)

habilidades usadas

Regulatory compliance management, management reports, risk segmentation, predictive dialing, and operational efficiency improvement.

realização principal

Operational audits, QA monitoring, KPI analysis, portfolio coordination, omnichannel strategies, and CAPA/PVHA actions.

Customer Service, Complaints And Retention Supervisor / Operations Manager In Charge

teleperformance – mercado libre | Maio 2020 - Outubro 2022 (2 years 5 months)

habilidades usadas

Implementation of retention tactics, consultative selling, VOC analysis, operational coaching, and performance monitoring.

realização principal

Supervision of customer service operations, optimization of KPIs, leadership of hybrid teams and improvement of customer satisfaction.

Formação acadêmica

Business Administrator
Politécnico grancolombiano | Undergraduate

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