Remote ops professional with 7 years in CX and team supervision. I take ownership, close loops, and keep operations running smoothly. Based in Bogotá, available US hours, fluent in English. Seeking full-time remote role at $12–15/hr USD with a US-based team that values operational excellence.
Open to opportunities
Claudia Millan
@claudiamillan
Remote ops supervisor, 7 yrs CX & team leadership. Bilingual EN/ES. Payroll, scheduling, coaching. Based in Bogotá, available US hours.
ColombiaWhat I'm looking for
I've spent 7 years inside customer experience operations — responsible for agent performance, scheduling, payroll accuracy, and service quality across both call-handling agents and field technicians. I'm the person who catches the gap before it becomes an incident.
Whether that's a scheduling conflict, a payroll discrepancy, or an agent who needs direct coaching — I handle it before it escalates. Right now I'm also supporting HR operations at a law firm, which has sharpened my documentation, compliance, and people-management instincts even further. I'm methodical, direct, and consistent under pressure. I hold high standards for my team because I've been in their seat — and I know what good support from a supervisor actually looks like. If your team needs someone who knows how to lead from a distance without losing accountability — let's talk.
📍 Bogotá, Colombia | English C1
Experience
Work history, roles, and key accomplishments
MF
Current
HR Assistant
M&Y Law Firm
Mar 2026 - Present (3 months)
Streamlined onboarding coordination and documentation management to ensure every new hire was ready from day one. Maintained accurate employee records, supported policy compliance, and handled HR inquiries with professionalism and confidentiality under tight deadlines.
SS
Service Supervisor
Skyline Security
Dec 2022 - Feb 2026 (3 years 2 months)
Supervised a team of 15 CX agents responsible for scheduling a minimum of 12 daily service appointments while maintaining full department coverage across all shifts.
Drove SLA performance from 60% to 95% — well above the 90% target — by building a real-time alert system that flagged cases approaching the 24-hour callback deadline before they missed it.
Met sales targets by delivering confident, accurate product knowledge that converted customer inquiries into sales. Built product expertise quickly to support upselling and resolve pricing and availability questions accurately.
Kept agent schedules accurate and on time by monitoring intraday operations and minimizing coverage gaps. Analyzed workforce data in Salesforce and collaborated with leadership to resolve staffing challenges before they impacted performance.
Delivered high-quality voice and chat support while consistently meeting service standards across complex technical issues. Supported ongoing improvements by sharing troubleshooting best practices with agents and using customer feedback to reduce repeat contacts.
Education
Degrees, certifications, and relevant coursework
LC
La Consolacion
High School Diploma, Science
Completed a High School Diploma in Science at La Consolacion in Venezuela.
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
ColombiaAuthorized to work in
Salary expectations
21k-30k USD
Job categories
Skills
Team SupervisionPerformance ManagementCoachingWorkforce SchedulingProcess OptimizationOnboardingTrainingSLA ManagementKPIsBack Office OperationsEmployee RelationsWorkdayDeelSalesforceTier32Microsoft OfficeExcelReal Time Operations MonitoringCustomer Experience (CX)ClaudiaGmailRemote Team RemoteDispatch Operations
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