VJ

Open to opportunities

Valentina Muriel Jaramillo

@valentinamurieljaram

BPO Team Leader focused on people development, customer experience, and operational performance.

What I'm looking for

I’m looking to lead BPO teams that deliver exceptional customer experience, using KPI-driven operations and strong people development. I want a fast-paced environment focused on continuous improvement, recognition, and long-term growth.

I’m a bilingual BPO Team Leader with 3+ years of leadership experience and 5+ years in customer experience. I align team vision to corporate objectives using clear, measurable KPIs and consistent performance tracking.

In my current role, I oversee day-to-day operations, delegate tasks effectively, and ensure critical deadlines are met. I’m also responsible for talent development—identifying training gaps, building structured development plans, and coaching individuals to strengthen team capabilities.

I’m known for staying calm under pressure and improving team dynamics. I handle conflict resolution through active listening and constructive feedback, and I build cohesion through motivation-driven team activities that elevate engagement.

I also bring a strong customer- and performance-first mindset. From high-volume omnichannel support to consultative service delivery, I focus on CSAT, SLA adherence, documentation accuracy in CRM systems, and continuous quality improvement through escalation of recurring service gaps.

Experience

Work history, roles, and key accomplishments

TC

Current

Team Leader

Current

Task Us Colombia

Apr 2023 - Present (3 years 2 months)

Led KPI-driven BPO operations, coordinating day-to-day execution through delegation and performance monitoring. Coached team members, resolved internal conflicts, and implemented recognition and retention practices to strengthen engagement and customer service.

People Management KPI Management Performance Monitoring Coaching & Development Conflict Resolution BPO Operations Employee Retention Customer Experience

GS

Junior Commercial Executive

2Group SAS

Jan 2023 - Mar 2023 (2 months)

Executed market intelligence and lead generation, managing VIP/key stakeholder relationships and full-cycle sales from executive proposals to contract negotiation. Maintained alignment to the strategic sales plan, handled high-profile government tenders, and delivered weekly performance reporting.

Market Research Lead Generation Account Management Negotiation Strategic Planning Sales Reporting Stakeholder Management

AT

Customer Service Agent

Accedo Technologies

Nov 2021 - May 2022 (6 months)

Provided bilingual omnichannel support across phone, email, and live chat, diagnosing and resolving customer issues with strong satisfaction outcomes. Maintained accurate CRM documentation, escalated recurring service gaps, and coordinated logistics scheduling to ensure timely delivery.

Omni Channel Support Bilingual Customer Service Customer Satisfaction Escalation Management Logistics Scheduling

Education

Degrees, certifications, and relevant coursework

PM

Politecnico Municipal

High School Diploma

2019 -

Completed a High School Diploma at Politecnico Municipal in Cali starting in 2019 (end year not provided). The provided text also references a 'Bachelor of Commerce' but without institution or dates.

Tech stack

Software and tools used professionally

SAS

Gmail

Task

Jan

Availability

Open to opportunities

Location

Colombia

Authorized to work in

Job categories

Team Leader People Manager Commercial Executive Customer Service Agent Customer Experience Team Lead Project Team Leader Senior Team Leader Sales Team Leader Technical Team Leader Operations Team Leader

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