Valentina Muriel Jaramillo
@valentinamurieljaram
BPO Team Leader focused on people development, customer experience, and operational performance.
What I'm looking for
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
Team Leader
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.
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.
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.
Education
Degrees, certifications, and relevant coursework
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.
Availability
Location
Authorized to work in
Job categories
Skills
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