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Stephany Picos

@stephanypicos

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Manager driving technical support excellence through Agile, Lean Six Sigma, and data-led process optimization.

Colombia

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What I'm looking for

I’m looking for a role where I can lead continuous improvement and data-driven decisions to elevate technical support and client outcomes—using Agile and Lean Six Sigma to optimize processes, strengthen escalation practices, and grow revenue through strong relationships.

I’m a dynamic, results-driven Manager with a proven track record in technical support operations and process optimization. As an Account Manager at Lean Tech, I foster and maintain strong client relationships, act as a liaison between clients and the company, and help ensure services align with expectations.

I leverage Agile and Lean Six Sigma to drive operational excellence and measurable outcomes—boosting NPS by 30% in one quarter and significantly reducing resolution times. I’ve increased one account’s NPS from 7 to 10 in 1 quarter, improved CSAT from 84% to 93% in only 3 weeks, reduced risk on a high-profile account from High to Low by standardizing procedures, and delivered a 15% revenue increase through a targeted Financial Strategy.

I also scale support systems and teams: I created the Support Service branch backbone, built a Lean Process Optimization department focused on cost savings and waste elimination, and drove organic growth by securing 18 new positions for a 30% revenue boost. Earlier roles across Webhelp and IGT Solutions strengthened my operations, escalation, coaching, and crisis-management capabilities, and I continue growing with credentials including Lean Six Sigma and Certified Scrum Master.

Experience

Work history, roles, and key accomplishments

Current

Account Manager

Current

Lean Tech

Oct 2023 - Present (2 years 8 months)

Managed 70+ member team and client relationships, standardizing procedures that reduced account risk from High to Low. Increased NPS from 7 to 10 in one quarter and delivered 15% revenue growth (18 new positions, +30% revenue), creating a Lean Process Optimization department and the Support Service branch.

Client Relationship Management Process Optimization Lean Six Sigma NPS Revenue Strategy Financial Planning Team Leadership Risk Management Salesforce

Operations Coordinator

Webhelp

Sep 2022 - Oct 2023 (1 year 1 month)

Coordinated end-to-end operational processes including logistics, scheduling, quality control, and cross-department/client communications. Built a CSAT improvement plan with engagement activities, raising CSAT from 84% to 93% in 3 weeks.

Operational Coordination Logistics Management Scheduling Quality Control Cross Functional Communication Process Improvement Zendesk Jira ClickUp

Assistant Manager

Igt Solutions

Mar 2022 - Sep 2022 (6 months)

Delegated daily responsibilities and supported staff development, client communications, and crisis management. Led an account with 130+ members by aligning procedures to meet client expectations and strengthen relationships.

Staff Development Client Communication Crisis Management Performance Support Stakeholder Management Operations Management Jira Salesforce Agile Scrum

Team Lead

Igt Solutions

Jul 2021 - Mar 2022 (8 months)

Guided the team by creating action plans, sharing responsibilities, and coaching members to achieve collective goals. Tracked performance and supported departmental task accountability, including support to the Operations Manager.

Team Leadership Action Planning Performance Tracking Coaching Operational Support Jira Zendesk Agile Scrum

Operations Supervisor

Webhelp

Apr 2020 - Jul 2021 (1 year 3 months)

Led team performance by developing action plans, sharing responsibilities, and providing coaching and support. Worked directly with the client on sensitive functions including feed moderation and field testing.

Team Coaching Action Planning Quality Assurance Field Testing Cross functional Coordination Zendesk Jira