Open to opportunities

Antonio Jose Castro Fuentes

@antoniocastro

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Results-driven Industrial Engineer with expertise in operations management.

Colombia

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What I'm looking for

I seek a dynamic role that fosters growth, teamwork, and innovation.

I am a results-driven Industrial Engineer with over 15 years of experience in operations management, logistics, and continuous improvement. My journey has equipped me with a Lean Six Sigma Black Belt certification, allowing me to implement effective strategies that enhance productivity and profitability. Currently, I serve as an Assistant Operations Manager at Legal Soft, where I ensure KPI compliance and profitability while coaching my team to achieve our goals.

Previously, I held roles such as Operations Manager at EXL Service and Senior Quality Assurance Manager at Teleperformance, where I successfully stabilized quality scores and led teams to exceed performance targets. My ability to analyze data and derive actionable insights has been instrumental in driving program growth and ensuring compliance with internal and external requirements.

Experience

Work history, roles, and key accomplishments

Assistant Operations Manager

Legal Soft

Dec 2023 - Jul 2025 (1 year 7 months)

Ensured KPI compliance and profitability for the company. Coached and guided the Operations Team (Sr Supervisors and Supervisors) to guarantee teamwork and a cohesive team that accomplished set goals.

KPI’S Process Improvement

Operations Manager

EXL Service

Jan 2023 - Sep 2023 (8 months)

Monitored and executed strategies to achieve KPI targets and ensured program growth and profitability. Coached and guided the Operations Team (Sr Supervisors and Supervisors) to guarantee teamwork and a cohesive team that accomplished set goals.

KPIs Team Leadership

Senior Quality Assurance Manager

Teleperformance

Jun 2021 - Sep 2022 (1 year 3 months)

Ensured compliance with internal and external requirements (Quality Management System, Processes). Oversaw relevant KPIs and devised action plans with operations to recover and/or improve metrics, including client-facing activities.

Quality Assurance KPIs Data Analytics Client Management Team Leadership

Customer Experience Manager

Sutherland

Feb 2019 - May 2021 (2 years 3 months)

Ensured compliance with internal and external requirements (Quality Management System, Processes). Oversaw relevant KPIs, bonus and penalties maximization/reduction, and devised action plans to recover and/or improve metrics.

Customer Experience Management KPI’S Client Relations Data Analysis Process Improvement

OE Manager

Sutherland

Mar 2016 - Feb 2019 (2 years 11 months)

Managed the site's scorecard, ensuring the site's ranking health in terms of productivity, quality, and financials. Reviewed all operational and financial KPIs, ensuring they were met or on track to recovery.

KPI Tracking Financial Analysis Process Improvement

Team Manager

Sutherland

Dec 2011 - Mar 2016 (4 years 3 months)

Led and coached a team of up to 18 individuals. Developed agents, conducted tailgates, and aimed for targets on efficiency, quality, and sales.

Team Leadership Coaching Performance Management Sales Training

Education

Degrees, certifications, and relevant coursework

SGS Colombia

Certified Lean Six Sigma Black Belt, Lean Six Sigma

2022 - 2022

Achieved certification as a Lean Six Sigma Black Belt, mastering advanced methodologies for process improvement and waste reduction. Developed skills in statistical analysis, project management, and leading improvement initiatives.

Universidad del Atlántico

Industrial Engineer, Industrial Engineering

1997 - 2005

Completed a comprehensive program in industrial engineering, focusing on optimizing complex processes and systems. Gained expertise in areas such as operations management, quality control, and supply chain logistics.