Open to opportunities

Jose Vasquez

@josevasquez

Message

I lead large customer operations projects using KPI insights, dashboards, and process improvements.

Colombia

Message

What I'm looking for

I'm looking to bring my project management, KPI analysis, reporting, and process-improvement experience to a team focused on surpassing client expectations and improving project delivery.

At ModSquad, I lead and support cross-functional teams of 200+ employees across customer support, sales, and technical support operations. I manage end-to-end project execution, from planning and resource allocation to stakeholder communication, workforce scheduling, and SLA delivery.

I use KPI, productivity, and service-level reporting to identify gaps, build live dashboards, and implement corrective action plans that improve operational performance. I also maintain knowledge bases, support onboarding and training, and drive workflow improvements that keep teams ready for new projects.

Earlier, I supervised customer service and store operations at OneLink and Elte MKT, where I trained teams, prepared service and inventory reports, resolved customer issues, and coordinated daily operations.

Experience

Work history, roles, and key accomplishments

Current

Project Manager

Current

Modsquad

Mar 2021 - Present (5 years 6 months)

Led cross-functional teams of 200+ employees across CRM, sales, and technical support operations. Managed end-to-end project execution, including planning, resource allocation, and stakeholder communication.

Project Management Team Leadership CRM KPI Analysis SLA Management Workforce Scheduling Capacity Planning Knowledge Base Management Data Analysis Reporting Continuous Improvement Process Optimization

Education

Degrees, certifications, and relevant coursework

ILAC

Certificate, Customer Service

2020 - 2020

Completed a comprehensive Customer Service Excellence program focused on customer experience management, effective communication, problem resolution, and service quality standards.