j
joaoflo

Joao Florez

@joaoflo

Strategic Business Administrator and Operations Management Specialist

Colombie
Espagnol, Anglais
Certaines informations sont présentées en anglais.
À propos de moi
I’m Joao, a bilingual professional with experience in Customer Support, Business Operations, Team Management, and Administrative Support. I help growing businesses with Virtual Assistance, Cold Calling, Appointment Setting, customer follow-ups, and daily operations. I’m organized, results-driven, and committed to excellent service. Give me the opportunity to prove how I can add value to your business.... Plus d’infos

Compétences

j
joaoflo
Joao Florez
hors ligne • 
Temps de réponse moyen de 1 heure

Voir mes services

Assistance générale
I will be your virtual assistant in english and spanish
De5 $US / projetPlus de détails
Assistant de recherche
I will be your appointment setting in english and spanish
De5 $US / projetPlus de détails

Expérience professionnelle

Concentrix

Team Lead, Operations

Concentrix • Temps plein

Jun 2024 - Jul 2026 • 2 yrs 1 mo

• Directly lead operations for bilingual teams, ensuring 100% achievement of service level agreements (SLAs) and performance targets • Design and implement specialized strategy frameworks that improved Quality Assurance (QA) and Cases Per Hour (CPH) metrics by >96% • Perform deep-dive root cause analysis to eliminate operational gaps and enhance cross-functional efficiency. Spearhead leadership development programs and foster engagement • Spearhead leadership development programs, successfully promoting internal talent to supervisory roles • Develop leadership skills in team members, fostering engagement and growth

Webhelp

Operations Supervisor

Webhelp • Temps plein

Jan 2023 - Mar 2024 • 1 yr 2 mos

• Directed a division of 20+ bilingual agents, ensuring absolute compliance with service excellence standards and international client requirements • Orchestrated workforce planning and stakeholder communication to maintain seamless operational flow for global accounts • Executed performance optimization initiatives that led to a significant increase in Cases Per Hour (CPH) while maintaining rigorous QA benchmarks

OneLink

Bilingual Customer Service Agent

OneLink • Temps plein

Dec 2020 - Dec 2022 • 2 yrs

• Delivered top-tier bilingual support via chat and email, consistently achieving 95%+ CSAT scores • Recognized as a "Top Performer" for communication efficiency and complex issue resolution