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Pablo Mendez Angel

@pablomendezangel

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Experienced Operations Manager focused on customer success and team leadership.

Colombia

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What I'm looking for

I am seeking new challenges in customer service roles that allow me to deliver exceptional client experiences and drive organizational success.

Passionate learner with over 5 years of experience in customer/client service, account management and operations/ Proven expertise in building strong client relationships, leading high performing teams and achieving (KPIs) based on data analysis and actions plans combined with the SCRUM methodology driving to customer satisfaction and client success on the BPO business. Skilled in data analytics, effective communication, decision making, problem solving, identifying client needs, providing tailored solutions, enhancing overall client experience.

Currently seeking new challenges in the customer service and client success role, where I deliver exceptional client experiences, foster long-term relationships, and drive organizational success.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Concentrix CVG

Jan 2022 - Apr 2024 (2 years 3 months)

Managed client service agreements and led a team to enhance client relationships and operational performance. Conducted meetings, provided leadership guidance, and implemented corrective action plans to drive customer satisfaction.

Client Relationship Management Leadership Data Analysis Performance Management Cross Functional Collaboration Problem Solving Planning Team Leadership

Operations Team Leader

Concentrix CVG

Feb 2020 - Jan 2022 (1 year 11 months)

Supervised daily operations of a team, coached agents for performance improvement, and addressed performance-related issues through effective communication and action plans.

Coaching Performance Communication Problem Solving Escalation Management Planning

Customer Service Representative

Concentrix CVG

Jan 2019 - Feb 2020 (1 year 1 month)

Managed inbound and outbound calls, providing accurate responses based on a knowledge base to ensure customer satisfaction.

Customer Service Communication Knowledge Management Problem Solving

Education

Degrees, certifications, and relevant coursework

Universidad Libre de Colombia

Bachelor of Laws (LL.B.), Law

2008 - 2018

Studied law and developed a comprehensive understanding of legal principles, practices, and systems. Engaged in various legal studies and participated in practical training to enhance legal skills.