Winning the prestigious Global QA Award for Colombia was a significant milestone in my career. It wasn’t just a personal achievement; it demonstrated the relentless commitment to service excellence that my team and I uphold. Leading specialties in Security and Billing for North America and Mexico, I doubled our headcount from 38 to 85 in less than a year, surpassing our QA targets with over 95% success.From my first day in operations management, I knew that fostering a cohesive team was key to success. I remember the challenge of unifying 16 global teams to establish a 20-hour work schedule in Colombia. It wasn’t easy, but the reward was a 35% retention rate—a clear indicator of our collective achievement.As an Operations Manager, my journey has been marked by moments of growth and innovation. One of my proudest accomplishments was developing a framework for CSA success evaluation during trial periods. This initiative not only ensured legal compliance but also saved our managers 20 hours per week during onboarding. This kind of strategic planning and efficiency boost is what I thrive on.But beyond numbers and accolades, my real motivation comes from working with people. Promoting 12 direct reports and facilitating the promotion of three peers underscores my dedication to team development. By creating and leading the FUN (Engagement department) in Colombia, I ensured that our employees participated in 25 different activities and wellbeing events each year, fostering a vibrant and motivated workforce.My passion lies in driving operational excellence and achieving ambitious organizational goals through innovative leadership and impactful management. With every challenge, I see an opportunity to lead, inspire, and make a tangible difference.If you're looking for a dedicated leader to drive operational success and foster team growth, let's connect and explore how I can contribute to your team's and organization's success.#Manager #Operations #LeadershipDevelopment #StrategicPlanning #CustomerService #PeopleManager #Training #Development #ProcessImprovement
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Independent Consultant | Sales, Customer Experience And OperationsBogotá, Bogota, Co
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Group ManagerAmazon Jun 2021 - May 2024ColombiaResponsible for the overall performance, development, and operational delivery for up to 150 virtual associates and direct line management of 5-8 Team Managers.• Orchestrated collaboration across 16 global teams, establishing a 20-hour work schedule for COL, resulting in a 35% retention rate of the total population.• Developed a CSA success evaluation framework for trial periods, ensuring legal compliance and saving 20 hours per week for managers during onboarding.• Unified LATAM stakeholders by sharing best practices, mitigating roadblocks, and enabling the hiring of 500+ CSA roles in the country.• Led specialties (Security, Billing) for NA/MX, doubling the headcount from 38 to 85 within a year, while exceeding QA results with over 95% against an 89% target.• Promoted 12 direct reports and facilitated the promotion of 3 peers, demonstrating strong leadership and team development.• Created and led the FUN (Engagement department) for Colombia, organizing 25 different activities and wellbeing events per year for all employees.• Won the first global QA award (COA) as the country QA business owner, spearheading quality initiatives and achieving a QA average of 92% against an 83% target. -
Cs Team Manager At AmazonAmazon Sep 2018 - Jun 2021Bogotá D.C., Colombia• Implemented a pioneering CSA onboarding project, standardizing processes across all BOG OUs, enhancing efficiency and graduating classes with an average of 85% in QA, exceeding the 75% target.• Served as a training specialist during peak season (Apr-May 2020), graduating 3 waves with an average QA score of 87%.• Developed weekly metrics findings reports, improving OU performance visibility across the network through deep analysis, saving team managers 5 to 6 hours per week.• Fostered team development by focusing on internal talent growth, resulting in 50% of direct reports being promoted to diverse roles.• Excelled in task delegation aligned with employee skills, bolstering team effectiveness and ensuring 100% team involvement in daily-weekly tasks.• Graduated from the 1st LATAM Rocket program, resulting in a promotion.
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Team ManagerTeleperformance Colombia Sep 2016 - Sep 2018Leading a team of 18 to 22 multi skilled agents on different LOBs (Sales, Customer Service, Technical Support, and Retention) via email, chat, phone, and social media• Performing daily floor management of a total of 80 employees• Performed effective monitoring, coaching and follow up sessions.• Graduated of an internal development program recertifying the current position (Supervisors Foundation)• Performing as Operations Manager backup: Assertive, constant, and effective communication with support departments such as workforce, training, quality, HR ensuring a holistic teamwork.• Conducting daily supervisor meetings to set goals and actions to take on shift.• Successful coaching and skill transfer sessions to new hired supervisors.• Devise and implement incentive structures for agents that improve KPIs remaining QA standards.• Motivate, recruit and train Customer Service agents.• Preparing, arranging, and supporting WBRs, QBRs and ABRs. -
Training AssociateConcentrix Sep 2014 - Sep 2016• Development in soft skills focused on customer service and cross selling.• Provided DFM coaching, one on one, accountability, set expectations, positive and discuss sessions.• Personnel management and development of 25 people or more• Implementation of new techniques to improve processes.• Sales clinic based on personalized model with daily.
Sebastian Murillo Aranda Education Details
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Comunicacion Asertiva -
Politécnico InternacionalCooking And Related Culinary Arts, General
Frequently Asked Questions about Sebastian Murillo Aranda
What is Sebastian Murillo Aranda's role at the current company?
Sebastian Murillo Aranda's current role is Independent Consultant | Sales, Customer Experience and Operations.
What schools did Sebastian Murillo Aranda attend?
Sebastian Murillo Aranda attended Cesa, Universitat Politècnica De Catalunya (Upc), Politécnico Internacional.
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