MICHAEL BARRETO NOVOA
Avila
Summary
Experienced professional in customer service and business process outsourcing (BPO) with a proven track record of effectively managing and coordinating diverse teams for national and international organizations. Possesses in-depth knowledge of team leadership and goal-oriented strategies, consistently driving organizational success. Recognized for punctuality, dedication, and adaptability, excelling in high-pressure environments and consistently delivering exceptional results. Passionate about fostering collaboration, enhancing performance, and aligning outcomes with the strategic vision of the organization.
Overview
15
15
years of professional experience
Work History
02.2023 - Current
WFM Mission Control Admin HUB
Teleperformance
07.2021 - 01.2025
- Company Overview: WAHA
- I am actively engaged in advancing process automation through the utilization of Macros, VBA, Power Query, Power Automate, and SQL
- Furthermore, I am responsible for developing captivating presentations and visually appealing materials that cater to the specific needs of various VPs, the Workforce Director, and the Admin Team
- WAHA
WFM Mission Control BACK
Teleperformance
06.2020 - 07.2021
- Company Overview: WAHA
- During my role, I had the responsibility of overseeing process automation and generating reports
- This involved creating efficient workflows and utilizing SQL queries to gather relevant data
- I successfully managed reporting for diverse operations within the company, ensuring accurate and timely information delivery
- Additionally, I provided valuable support to directors by assisting them in streamlining their processes through the implementation of Power Query and Power Automate tools
- WAHA
WFM Mission Control
Teleperformance
02.2018 - 10.2018
- Company Overview: WAHA
- Continuously monitor key performance indicators (KPIs) in real time
- Generate and provide reports to operations regarding various issues that may impact performance
- Maintain and organize historical data for making informed decisions related to scheduling
- Serve as the primary liaison between the client and operations
- WAHA
Transportation and scheduler assistant (Ambulance Dispatcher for non emergency patients)
SOFT-G NET
06.2017 - 02.2018
- Assisting Simply Health Care insurance patients in making transportation reservations
- Monitoring and coordinating the various vehicles with dispatchers
- Gathering necessary information from medical personnel to open patient accounts
- Providing assistance in case of potential delays or any other inconveniences
BackOffice Consultant
SUTHERLAND S.G.S
07.2016 - 06.2017
- Providing technical support for the Interactive Voice Response (IVR) system, with a primary focus on training the IVR to accurately recognize and interpret patterns on customers' invoices
ADMINISTRATIVE - Floor Supervisor/QA
Bilateral
01.2013 - 07.2016
- Effective personnel management and team coordination
- Proactive creation and implementation of action plans to enhance productivity
- Focus on stimulating social development and fostering good customer practices through targeted activities and soft skills training
- Thorough call audit process to ensure quality and adherence to standards
- Strategic planning and comprehensive training for new processes and procedures
Tier 3: ERD (Executive Resolution Department)
Bilateral
08.2011 - 01.2013
- Expertise in handling complex problem resolutions that require engagement with regulatory bodies such as the FCC and the BBB, managing customer complaints, and escalating issues with vendors
Supervisor Line
Bilateral
05.2011 - 08.2011
- Skilled in effectively resolving customer issues, escalating complaints, and providing appropriate compensations in cases of product malfunctions, unfulfilled services, and various other situations
Sales Support
Bilateral
02.2011 - 05.2011
- Sales support specialist with expertise in providing assistance to customers during credit and debit card transactions, specifically handling issues related to refunds
- Proactively promote a wide range of services and products to customers, ensuring a comprehensive understanding of their needs and delivering exceptional sales support
Customer service TIER1
Bilateral
08.2010 - 02.2011
- Experienced in managing customer complaints and finding satisfactory resolutions
- Dedicated to providing prompt and accurate assistance to customers with technical issues
- Strong communication skills in effectively conveying technical information to customers
- Adaptable and able to work under pressure while maintaining a professional demeanor
Education
Tecnico - computer system repair technician
ITSA
06.2017
CURSO - CCNA Networking Academy
ITSA
03.2020
Skills
- Effective Problem Resolution
- Adaptability
- Teamwork
- Analytical Problem Solving
- Effective communication
- Friendly, positive attitude
- Teamwork and collaboration
- Customer Engagement
- Proficient Task Management
- Dependable and responsible
- Technical Proficiency
Personal Information
- Place of Birth: Bogota
- Date of Birth: 04/12/88
- Gender: Male
- Driving License: C
Languages
English
Upper intermediate (B2)
Timeline
02.2023 - Current
WFM Mission Control Admin HUB
Teleperformance
07.2021 - 01.2025
WFM Mission Control BACK
Teleperformance
06.2020 - 07.2021
WFM Mission Control
Teleperformance
02.2018 - 10.2018
Transportation and scheduler assistant (Ambulance Dispatcher for non emergency patients)
SOFT-G NET
06.2017 - 02.2018
BackOffice Consultant
SUTHERLAND S.G.S
07.2016 - 06.2017
ADMINISTRATIVE - Floor Supervisor/QA
Bilateral
01.2013 - 07.2016
Tier 3: ERD (Executive Resolution Department)
Bilateral
08.2011 - 01.2013
Supervisor Line
Bilateral
05.2011 - 08.2011
Sales Support
Bilateral
02.2011 - 05.2011
Customer service TIER1
Bilateral
08.2010 - 02.2011
CURSO - CCNA Networking Academy
ITSA
Tecnico - computer system repair technician
ITSA
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