Jose Daniel Ortega Rendon

Panama City,Panama

Summary

Motivated and results-oriented professional with over 6 years of experience in call center management within the BPO industry. My journey began as a procedural auditor, where I gained invaluable insights into the importance of procedures and quality control. Progressing to various roles within the BPO sector, I showcased exceptional leadership, problem-solving abilities, and time management skills. Recent training for an operations manager position further honed my capacity to thrive under pressure and cultivate strong relationships with business partners, driving business success.

Overview

years of professional experience

Certification

Work History

Call Center Supervisor

Sitel Panama

12.2016 - Current

Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Trained team members on performance metrics and consumer behavior identification.
Executed Monthly Performance Plans with representatives to to identify production gaps.
Lead a team in consistently exceeding key financial, operational, and quality metrics, contributing significantly to business objectives.
Demonstrate strong time management and multitasking abilities to ensure smooth workflow and maintain high operational standards.
Cultivate and maintain close relationships with business partners to align strategies and drive collective success.

Procedural Auditor

Studio & Data Inc

01.2014 - 11.2016

Followed established auditing processes to meet internal and regulatory requirements.
Communicated with auditee staff to obtain necessary information for audits.
Performed observations and evaluated supporting documents to supplement audit findings.
Conducted rigorous internal audits to ensure strict compliance with company protocols, providing valuable recommendations for enhancement.
Evaluated internal controls and accounting policies, contributing to heightened operational efficiency.
Generated detailed audit reports outlining findings and recommended actions, facilitating improved procedures and activities within the organization.
Collaborated with cross-functional teams to implement recommended improvements, resulting in streamlined operations and enhanced overall efficiency.

Education

High School Diploma -

Institucion Deogracias Cardona

Pereira, Colombia

Skills

Call Center Management:
Over 6 years of dedicated experience, excelling in optimizing call center operations and exceeding business objectives
Critical Thinking and Problem Solving:
Proven ability to analyze complex issues, leading to enhanced operational efficiency and elevated customer satisfaction
Effective Time Management:
Proficient in multitasking and prioritizing tasks to meet deadlines and achieve organizational goals
Communication and Interpersonal Skills:
Strong verbal and written communication skills in both English and Spanish, facilitating seamless collaboration within teams and excellent customer interactions

Remote Work Adaptability:
Demonstrated success in remote work environments, maintaining high productivity and achieving exceptional results
Team Leadership:
Adept at motivating and leading teams to achieve targets and creating a positive work environment conducive to success
Computer Proficiency:
Advanced knowledge of Microsoft Office Suite (Excel, Word, PowerPoint) and efficient use of various software applications

Certification

BPO Supervisor (Jun 2019 — Dec 2019)
BPO Operations Manager (Sep 2021 — Oct 2021)

Languages

Spanish

Native language

English

Advanced

Timeline