Open to opportunities

Juanita Andrea Jaramillo

@juanitaandreajaramil

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Customer Success and Operations specialist who improves retention through omnichannel support and data-driven QA.

Colombia

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What I'm looking for

I’m looking for a role where I can own customer retention and operational excellence—leading remote teams, driving CSAT/QA through omnichannel support, and using KPI-driven improvements to scale accounts with clear goals and accountability.

I’m a results-driven Customer Success and Operations professional with 8+ years of experience leading remote teams, managing digital accounts, and executing high-retention customer success strategies.

I specialize in omnichannel support (Live Chat, Email, Voice), CRM management, and KPI optimization in high-volume environments. I consistently deliver 100% Quality Assurance (QA) audit scores and top CSAT results, while diagnosing account disputes and ensuring data integrity under strict compliance requirements.

I’m also an operations builder and people leader. I’ve managed cross-functional remote teams, increased account productivity by 30% in the first six months, and standardized training programs to reduce turnover and lower operational costs.

On the growth side, I co-founded and directed digital account strategies, led creator onboarding for high-value talent, and defined KPIs across distributed teams to scale engagement and revenue performance. I love bridging digital content creators, technical platforms, and end-users through performance optimization backed by data.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Agent

Current

Buwelo Bpo

Jun 2025 - Present (1 year)

Handled high-volume US financial services customer interactions across voice, chat, and email while maintaining 100% QA audit scores and the highest CSAT in the operations team. Resolved account disputes using Five9/Salesforce workflows and ensured data integrity and compliance with US regulatory requirements.

& Customer Success Technical Troubleshooting Five9 Salesforce CRM CRM Workflow Navigation CSAT Data Integrity Regulatory Compliance

Current

Operations & Biz Dev Dir

Current

Osp Digital Agency

Jun 2023 - Present (3 years)

Co-founded and led digital account strategies for content publishers, improving channel performance, audience retention, and monetized engagement. Managed cross-functional remote teams and increased account productivity by 30% in the first six months, while standardizing training to reduce turnover and lower operational costs by 25%.

Operations Leadership Business Development Digital Content Strategy Remote Team Management KPI Tracking Training Program Design Stakeholder Management Turnover Reduction Performance Optimization Cross Cultural Communication

Sales & Creator Success Dir

Utopia Media Group

Jun 2024 - Jan 2025 (7 months)

Directed cross-cultural remote teams focused on revenue growth and engagement metrics for international streaming and content distribution platforms. Led technical creator onboarding and defined/tracked KPIs across talent pipelines to drive consistent performance improvement.

Revenue Strategy KPI Management And Engagement Metrics Cross Cultural Communication Team Leadership Technical Troubleshooting Technical Onboarding

Remote Account & Sales Mgr

Maed Investments

Jan 2024 - Jun 2024 (5 months)

Supervised remote account specialists by defining workflows and performance optimization metrics for digital platforms. Developed and delivered cross-cultural negotiation and communication training for international client accounts to improve outcomes.

Account Management Workflow Design Sales Support Performance Optimization Negotiation Cross Cultural Communication Client Relationship Management Training Delivery

Operations Coordinator & Trainer

G10 Communications

Mar 2020 - Jun 2023 (3 years 3 months)

Coordinated daily operations for remote support and account teams, monitoring deliverables, platform SLAs, and quality standards. Facilitated cross-cultural operational training to align offshore agent communication with North American stakeholders.

Operations Coordination SLA Quality Assurance Training Facilitation Cross Cultural Communication Remote Support Operations Account Teams Performance Monitoring Process documentation

Account Coordinator & Coach

Aj Digital Network & Twl

Apr 2016 - Jan 2020 (3 years 9 months)

Managed and scaled digital content profiles across multi-tier web platforms by analyzing traffic and engagement patterns to maximize revenue. Conducted system/software onboarding for new creators and resolved Tier 1–2 platform accessibility issues.

Account Coordination Performance Coaching Troubleshooting Revenue Optimization

Graphic Designer

Rotular S.A.S & Splendor Publicidad

May 2014 - Jan 2015 (8 months)

Designed advertising materials including interactive POP structures and spatial layouts for corporate furniture and marketing campaigns. Produced visually consistent assets for commercial advertising projects.