I’m currently interested in remote opportunities in Account Management, Customer Success, Operations Management or Project Coordination, where I can contribute my experience, continue learning and make a meaningful impact.
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Holdman Ovalle
@holdmanovalle
Operations Manager at OTD who grew T-Mobile sales operations from 120 to over 500 agents and raised conversion from 45% to 68%.
ColombiaWhat I'm looking for
At OTD, I led the growth of a T-Mobile sales campaign from 120 to over 500 agents, managing nine supervisors and the performance of approximately 225 staff members. I increased sales conversion from 45% to 68% and maintained a CSAT score above 9.0/10 for over 18 months.
I also managed more than 60,000 billable hours per month at OTD, coordinating onboarding, training, and capacity planning. I supported projects using Agile methodologies and Jira.
At WEBHELP, I managed a multichannel Credit Karma operation with 12 supervisors and over 120 agents. I oversaw client communication and KPI performance, and coordinated action plans, supervisor coaching, and cross-functional initiatives.
Earlier, at IGT, I led 25 senior agents supporting multiple airline operations. At TELEPERFORMANCE, I progressed from Agent to Quality Analyst and Operations Supervisor, leading 15 Uber technical support agents and maintaining business continuity during remote operations.
Experience
Work history, roles, and key accomplishments
OT
Current
Operations Manager
OTD
Jan 2024 - Present (2 years 9 months)
Led growth of a T-Mobile sales campaign from 120 to over 500 agents, managing 9 supervisors and approximately 225 staff. Increased sales conversion rate from 45% to 68% and maintained CSAT above 9.0/10 for over 18 months.
WE
Commercial Coordinator
Webhelp
Jan 2022 - Jan 2024 (2 years)
Managed a multichannel Credit Karma operation with 12 supervisors and 120+ agents, overseeing client communication, KPI performance, action plans, and supervisor coaching.
IG
Senior Supervisor
IGT
Jan 2021 - Jan 2022 (1 year)
Led a team of 25 senior agents supporting multiple airline operations, managing KPIs, coaching, performance improvement plans, and service delivery.
TE
Operations Supervisor
Teleperformance
Jan 2018 - Jan 2021 (3 years)
Progressed from Agent to Quality Analyst and Operations Supervisor, leading a team of 15 Uber technical support agents. Managed daily operations, coaching, quality, and performance improvement.
Education
Degrees, certifications, and relevant coursework
IU
Iberoamericana University
Project Management, Project Management
Currently pursuing a degree in Project Management.
LU
La Salle University
Bachelor of Arts, International Relations
Completed a Bachelor of Arts in International Relations in 2024.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
ColombiaAuthorized to work in
Salary expectations
33k-60k USD
Social media
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