I am seeking a remote position in the financial or customer operations sector that challenges my problem-solving skills. I thrive in environments that prioritize clear communication, efficiency, and high standards of service. I am eager to apply my bilingual expertise to help a global team achieve its operational benchmarks.
Open to opportunities
Felipe Fajardo
@felipefajardo
Bilingual Operations Specialist & Supervisor. Expert in financial services and driving high-level customer success.
ColombiaWhat I'm looking for
I am a dedicated professional with a proven track record in the BPO and financial services sectors, transitioning from high-performing commercial roles to campaign supervision. I pride myself on joining projects with clear objectives and seeing them through to success.
Key Achievements & Experience:
Leadership: Successfully supervised bilingual campaigns at Teleperformance, where I focused on team development, KPI optimization, and maintaining high standards of service delivery.
Financial Expertise: Specialized in complex customer operations for major institutions like Capital One, handling high-stakes interactions with precision and professional vocabulary.
Adaptability: Proven ability to manage shifting priorities in fast-paced environments while maintaining a focus on long-term professional growth.
Interests & Drive: Beyond operations, I am passionate about the intersection of technology and communication. I enjoy exploring how AI can enhance storytelling and social media engagement. I am currently seeking a remote role where I can leverage my leadership experience and bilingual fluency to help a forward-thinking company achieve its strategic goals.
Experience
Work history, roles, and key accomplishments
Current
Lead and mentor bilingual advisors to ensure operational KPIs and quality standards are consistently met. Analyze performance data, coach team members, and serve as escalation for complex customer issues to maintain high satisfaction.
Managed high-complexity customer interactions involving suspected fraud and sensitive financial account concerns for US-based clients. Delivered clear solutions that supported top-tier metrics such as First Call Resolution (FCR) and Average Handle Time (AHT), while providing product recommendations for cross-selling.
Education
Degrees, certifications, and relevant coursework
IS
I.E. Luis Carlos Galan S.
Bachiller académico, Academic High School (Bachillerato)
2011 - 2021
Completed secondary education and earned a Bachiller académico from I.E. Luis Carlos Galan S. in Bogotá between 2011 and 2021.
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
ColombiaAuthorized to work in
Salary expectations
33k-80k USD
Social media
Job categories
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