Claudia Millán
@claudiamilln
Remote operations supervisor helping distributed teams hit SLAs with coaching and payroll precision.
ColombiaWhat I'm looking for
I’m a results-driven Remote Operations Supervisor with 7+ years in customer experience, workforce management, and team leadership. I’m fluent in English (C1) and equipped to lead remote operations from day one by spotting process gaps before they become service failures.
In my current and recent roles, I’ve supervised remote and distributed teams, driving consistent service quality through daily coaching and structured performance management. I keep SLAs on target by applying workforce scheduling strategies and managing intraday coverage to close gaps before they impact service levels.
I also bring strong back-office rigor, including auditing complex payroll structures and ensuring “zero-error payroll accuracy” across multiple compensation structures. I build onboarding and coaching systems that support agents’ long-term performance, while using real-time and historical workforce data to drive continuous operational improvement.
Experience
Work history, roles, and key accomplishments
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.
Service Supervisor
Skyline Security
Jan 2023 - Mar 2026 (3 years 2 months)
Supervised daily operations for a team of CX agents and field technicians through daily coaching and structured performance management. Kept SLAs on target with workforce scheduling and ensured zero-error payroll accuracy by auditing multi-structure compensation using Workday and Deel.
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
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
Location
ColombiaAuthorized to work in
Job categories
Skills
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