Juandavid Useda Correa
@juandavidusedacorrea
Bilingual Operations Supervisor improving customer experience with data-driven leadership.
ColombiaWhat I'm looking for
I’m a Bilingual Operations Supervisor with over 5 years of experience leading high-performance teams in BPO and contact center environments, focused on financial services and international customer experience.
I manage operational KPIs that matter—NPS, CSAT, AHT, and SLA compliance—using data-driven decision making to improve customer satisfaction and operational efficiency.
In my role at Atento Colombia, I lead teams of 10–15 bilingual agents, optimize service operations, and implement structured coaching through performance evaluations and mentorship to develop strong, high-performing talent.
I collaborate closely with Workforce Management, Quality Assurance, and Training to maintain service standards, and I contribute to continuous improvement and operational scalability initiatives in remote and multicultural settings.
Experience
Work history, roles, and key accomplishments
Operations Supervisor
Atento Colombia
May 2020 - Present (6 years)
Led operations for a bilingual financial services campaign, managing 10–15 agents and improving performance across NPS (up to 80%), CSAT, AHT, and SLA compliance. Drove customer satisfaction and efficiency gains through structured coaching, performance evaluations, and cross-functional collaboration with WFM, QA, and Training.
Education
Degrees, certifications, and relevant coursework
Universidad Central
Advertising and Marketing
Completed higher education studies in Advertising and Marketing at Universidad Central in Bogotá.
Instituto José Celestino Mutis
High School Diploma
Earned a high school diploma from Instituto José Celestino Mutis in 2014.
Availability
Location
ColombiaAuthorized to work in
Job categories
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