Open to opportunities

Anna María García Ortega

@annamaragarcaortega

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Operations Supervisor and customer-service leader using data-driven reporting to improve SLAs and team performance.

Colombia

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What I'm looking for

I’m looking for a role where I can lead operations with KPI/SLA discipline—using data-driven reporting to improve service quality, coach teams, and strengthen client relationships through continuous process improvements.

I’m an Early Childhood Education graduate with 5+ years of experience in administrative and customer service roles, now focused on operations leadership. I bring a results-driven, highly organized approach, backed by strong empathy, active listening, and attention to detail.

As a Bilingual Operations Supervisor at Solvo Global, I oversee multi-functional operations across customer service, tracking, account management, and international logistics. I led a 30+ member cross-functional team and increased client SLA compliance from ~80% to consistently 95%+ by implementing data-driven action plans, KPI tracking, and performance optimization strategies.

I also drive team capability through recruitment, onboarding, leadership development, QA evaluations, and 1:1 coaching. I partner with client stakeholders and support multi-vendor operations through shadowing, refresher training, and process improvement recommendations—strengthening engagement, retention, and a true “one team” culture.

Experience

Work history, roles, and key accomplishments

Bilingual Operations Supervisor

Solvo Global

Sep 2022 - Mar 2026 (3 years 6 months)

Oversaw multi-functional operations across customer service, tracking, account management, and international logistics, leading a 30+ member team. Improved client SLA compliance from ~80% to consistently 95%+ by implementing data-driven action plans, KPI tracking, and performance optimization.

KPI Tracking SLA Management Cross functional Leadership Quality Assurance Coaching Feedback Client Stakeholder Management Process Improvement International Logistics

Bilingual Team Leader

Solvo Global

Jun 2021 - Sep 2022 (1 year 3 months)

Led a bilingual customer service team in a fast-paced outsourcing environment, ensuring operational efficiency and alignment with client expectations. Monitored KPIs, conducted QA evaluations, delivered structured feedback, and handled real-time inquiries and escalations during peak demand.

KPIs Quality Assurance & QA Customer Service Escalation Management Client Liaison Bilingual Communication

Bilingual Agent & Data Entry

Solvo Global

Dec 2020 - Jun 2021 (6 months)

Provided bilingual customer support and administrative assistance in healthcare operations, ensuring accurate data management and clear patient communication. Performed data entry and maintained confidential laboratory records, including contacting COVID-19 positive patients with guidance on care and isolation protocols.

Bilingual Customer Support Healthcare Operations Support Data Entry Patient Communication Confidentiality Administrative Support

Bilingual Agent

Teleperformance

Jun 2020 - Dec 2020 (6 months)

Delivered bilingual customer support for a telecommunications company by resolving inquiries, troubleshooting issues, and ensuring a positive service experience. Cross-sold telecommunications products based on customer needs while maintaining accurate interaction records and following service protocols.

Bilingual Customer Service Call Center Operations Technical Troubleshooting Service Protocol Compliance Customer Support