Tatiana Londoño Sierra
Santa Cruz De Tenerife
Summary
Dynamic leader with over 9 years of experience in managing diverse teams and optimizing operations in technology, BPO, and customer service sectors. Specialized in talent development, continuous improvement, and delivering exceptional results. Skilled at combining a people-focused approach with data-driven strategies to achieve organizational goals. Excellent communication skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Team Manager
Capgemini Engeenering
Bogota
09.2023 - 09.2024
- Led a technical team, cutting resolution times by 50%, and skyrocketing PM handshakes efficiency, resulting in a 70% increase in ROI.
- Streamlined processes include training times, account allocation systems, completion tracking systems, and business continuity plans.
- Mentored team members to maximize potential, and drove system improvements for operational excellence.
Experienced Account and Operations Leader - BPO
Foundever
Bogota
03.2019 - 09.2022
- Successfully led recruitment, business process structuring, and daily operations across multiple high-profile accounts, including Condé Nast, PayPal Hyperwallet, AT&T, and Frontier.
- Developed and optimized processes for quality assurance, training, continuous improvement, IT needs, and reporting, ensuring high operational standards.
- Conducted weekly DMT financial reviews, including hiring plans, client forecasts, and resource management, ensuring service levels while achieving a gross margin (GM) of over 40%, varying based on the billing model (BPT) and account stage.
- Managed vendor, team, and stakeholder relationships to drive project success, ensuring alignment with goals, adherence to budget and schedules, optimal resource allocation, quality assurance, and proactive risk management throughout the project lifecycle.
- Spearheaded team development and individual growth by fostering a culture of trust, proactivity, and autonomy, tailoring strategies to each team member's expertise and experience to drive sustained high performance.
- Drove unparalleled KPI excellence by prioritizing team development and well-being, retaining top talent, while ensuring exceptional client outcomes—consistently exceeding SLAs, CSAT, AHT, SDR, quality, and conversion targets as shared team priorities.
Education
Associate of Science - Fligth Attendant And Airport Services
Avianca Services S.A.S
Bogotá, Colombia11-2015
Skills
- Risk management
- Growth mindset
- Account financials (GM)
- Client/vendor relationship
- Lean process optimization
- Change Management
- Data/Reporting analysis
- Strategic Planning
- Business continuity planning
- Staff development
- Stakeholder management
- Employee engagement
- Workforce planning
- Microsoft Office & CRM
- Business Presentation Storytelling
Accomplishments
- Q3 best Team Manager at Capgemini Engineering.
Languages
Spanish
First Language
English
Upper Intermediate (B2)
B2
Certification
- Business Masters, D'Moscarella consultoria Empresarial y Estrategia Digital, Bogotá, Colombia, 2023.
- Analysis of Indicators for Smart Decision-Making, Performance improvement, and Increased Productivity in Industry, SENA, Bogotá, Colombia, 2021
- Project Management and Agile Methodologies under the SCRUM model, SENA, Bogotá, Colombia, 2020.
Affiliations
- Passionate about self-growth, I enjoy dancing, reading on topics like financial literacy and human behavior, and staying active through daily exercise, mindful practices, and proper nutrition.
- I find joy in cooking, organizing my home, and unwinding with podcasts, audiobooks, or music, while also prioritizing quality time with loved ones to maintain a well-balanced life.
References
References available upon request.
Timeline
Team Manager
Capgemini Engeenering
09.2023 - 09.2024
Experienced Account and Operations Leader - BPO
Foundever
03.2019 - 09.2022
- Business Masters, D'Moscarella consultoria Empresarial y Estrategia Digital, Bogotá, Colombia, 2023.
- Analysis of Indicators for Smart Decision-Making, Performance improvement, and Increased Productivity in Industry, SENA, Bogotá, Colombia, 2021
- Project Management and Agile Methodologies under the SCRUM model, SENA, Bogotá, Colombia, 2020.
Associate of Science - Fligth Attendant And Airport Services
Avianca Services S.A.S
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