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Luisa Avila

Customer service specialist | BPO | Operation manager | Quality and training manager

Bogotá, Colombia
Studied at Mariano moreno
Consumer Services
Joined April 5, 2023



Native or Bilingual
With more than eight years of experience in customer service, sales and retention of products and services, training and quality. I am known for having a high sense of commitment, responsibility and transparency. oriented towards the optimization of processes. with a high capacity of providing solutions and quality at work. always exceeding expectations. SKILLS • Strategic Planning • Trend and Kpi Analvsis • Team Leadership • Excellent communication skills • Multitasking skills • Office technology skills • Scheduling skills • Customer Service • Retention
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Jan 2022 – Jan 2023
Quality and training manager
Planning and ensuring the completion of the training of each program according to the requests and demands of the Clients and needs of the operations. Proposing strategies for the use of provided tools. Establishing and structuring the management procedures for the e-learning and speech analytics platforms. Managing Quality of each program through action plans based on the speech analytics reports. (process conveyed by the Qa analysts assigned to the programs.) Managing virtual content and blended solutions for the development and enrichment of the e-learning platform for each program through a team of trainers and the e-learning coach. Advising the General management on Ops processes, procedures and personnel handling. such as retention strategies.
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May 2019 – Nov 2021
operation manager
Direct the day-to day activities of the Call Center employees by ensuring schedule adherence and optimum performance. Assist in the development of new products. policies and resulting technology changes. Evaluate individual performance, determine trends, analyze strengths and/or weaknesses and develop training programs for improvement. Challenge and support employees in their development, and use individuals capabilities and potential for the benefit of the team. Encourage the professional expression of varied ideas and view points, and create an environment where individual differences are valued and respected. Full people management responsibility (onsite and virtual team members), performance and compensation management, and training and development.
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Mariano moreno
Feb 2013 – Oct 2017