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Jürgen Duarte | Deck Operations Manager

Location: Bogotá, Colombia

Compensation range discussed (USD): $2,000 - $2,800

LinkedIn Profile | Email: [email protected] | Phone: +57 310 2164785

Summary

Operations & Customer Success Manager with over 6 years of experience in BPO and logistics operations, managing large-scale, global teams of over 250 employees. His background includes directing operations for 50+ clients across the United States, Canada, Australia, and Singapore. Gained significant experience in US-centric consulting and BPO environments, notably at Lean Solutions Group, Foundever, and Accedo Technologies, where he focused on process optimization, successfully introducing Lean Manufacturing principles to increase productivity. He excels at stabilizing high-volume environments, leading mentorship programs, and utilizing data for risk mitigation and performance improvement on key KPIs.

Candidate Snapshot

US Client Experience:

Extensive experience serving 50+ clients across the United States, Canada, Australia, and Singapore. Gained significant operational expertise in US-centric BPO firms, including Lean Solutions Group, Foundever, and Accedo Technologies.

Global BPO Operations Leadership:

Managing teams of over 250 employees across branches in Bogotá, Medellín (Colombia), and Manila (Philippines).

Diverse Industry Exposure:

Broad experience driving customer success across multiple industries, including logistics, artificial intelligence, healthcare, construction, marketing, and graphic design, providing a versatile operational foundation.

KPIs & Process Optimization:

Proven ability to excel at using data for risk mitigation and leading mentorship programs. He has strong foundational experience in Quality Assurance and Productivity metrics from his role overseeing performance for 100+ employees. Focuses on optimizing core operational KPIs.

Education:

○ Bachelor in Modern Languages (Concentration in Business Administration and Management) | Universidad EAN (2024)

Tools Used:

○ PowerPoint - Advanced (5+ years) ○ Power BI - Advanced (3+ years) ○ Microsoft Excel - Intermediate (2+ years) ○ Zendesk - Intermediate (2+ years) ○ TRM - Intermediate (1+ year) ○ Monday.com - Intermediate (1+ year) ○ Google Sheets - Intermediate (1+ year) ○ Salesforce-| Intermediate (1+ year)

Meet Jürgen

This video from our screening interview provides a look into Jürgen's background and his experience. Please note there are some audio issues in the recording, but we've included it to give you a preliminary view of the candidate.

Key Qualifications & Highlights

Team Leadership Environment

○ High-Scale Global Team Management: Proven ability to lead and motivate large-scale, high-volume operations, overseeing teams of more than 250 employees across multiple international branches (Bogotá, Medellín, and Manila).

○ Multi-Country Oversight: Managed teams serving global clients in the US, Canada, Australia, and Singapore, demonstrating capability in coordinating cross-country operations and service delivery for 50+ clients.

○ Talent Development & Mentorship: Established and initiated mentoring programs to improve team weaknesses and optimize individual strengths, fostering a culture of continuous improvement and professional growth within large teams.

○ Stakeholder Alignment: Experienced in coordinating with high-level internal and external stakeholders, including Client Operations Leaders (COOs, Directors), CX/Success leaders, and internal Ops/QA/WFM leaders, and participating in regular QBRs (Quarterly Business Reviews).

Operations Management

○ Process Standardization & Scaling: Expert in running day-to-day operations for nearshore/offshore programs, focusing on standardizing SOPs, KPIs, and reporting to drive process improvement and scale operations efficiently.

○ Risk Mitigation & QA Focus: Possesses strong foundational skills in Quality Assurance and actively works to mitigate business risks by assessing staff performance and ensuring operational control.

○ Client Relationship Management: Proven success in building and nurturing strategic relationships with customers and clients (including AT&T Wireless US Company in his early career), ensuring service delivery and meeting business needs across diverse industries (Logistics, AI, Healthcare, etc.).

○ Operational Efficiency Methodologies: Utilizes frameworks like Lean Manufacturing to streamline end-to-end operations, increase overall productivity, and actively manage costs.

Top Team Leadership Achievement (Star Method)

→ Situation:

As the Operations Manager for an outsourced nearshore/offshore program at Lean Solutions Group, he oversaw the end-to-end B2B logistics operation for a key client (4 Team Leads, 45 Agents). A sudden 35% spike in loads volume due to a product change created a severe operational bottleneck, resulting in an unacceptable number of SLA misses and a drop in customer Satisfaction to 82%.

→ Task:

The primary goal was to immediately restore operational stability, significantly improve customer satisfaction, and meet all service targets without securing budget for additional headcount, requiring extreme efficiency gains.

→ Actions:

He implemented a rapid, multi-faceted strategy focused on process and visibility.

1) Resource & Forecasting: Partnered with WFM to conduct an immediate demand re-forecast, rebalance shift coverage, and deploy skills-based routing to prioritize high-impact issues.

2) Quality & Process Loop: Launched QA calibrations and a closed-loop process using root-cause analysis for tagged escalations, feeding those findings directly into SOP updates for continuous improvement.

3) Efficiency Tooling: Deployed efficiency tools (macros) and introduced a light triage system with clear escalation paths, combined with a knowledge base refresh to reduce resolution time.

4) Visibility & Accountability: Built a real-time executive Power BI dashboard with owner-tagged actions and weekly trendlines to ensure no operational issue aged without a defined plan for resolution.

→ Results:

The structured approach restored stability and delivered significant results within 10 weeks.

-Customer Satisfaction improved sharply from 82% to 91%.

-Operational efficiency increased, leading to a 15% reduction in AHT (Average Handle Time) due to smarter routing and tooling.

-Overall, escalations were reduced by 40% due to improved quality and process adherence, restoring client confidence and mitigating business risk.

Screening Interview - Key observations

→ Deep US & International Exposure: Confirmed over eight years of experience with US-based clients (e.g., AT&T, Amazon logistics compliance) and managed operations for 50+ clients across the US, Canada, UK, Singapore, and Australia.

→ Administrative and Support Core: His primary focus is on administrative oversight and ensuring smooth daily operations, finding fulfillment in supporting and assisting his staff with issues ranging from client conflict resolution to accurate payroll processing (which he highly prioritizes).

→ Human-Centric Leadership: His management philosophy is deeply human and empathetic. He prioritizes his staff's personal circumstances, family matters, and challenges, acting as a strong shield and advocate for them with clients, which has historically led to high loyalty and career growth for his team members.

→ Capacity for Scale & Launch: Confirms managing up to 250 people indirectly in his previous role (as head of the after-hours operation) and successfully assisted with the launch of the Manila branch, demonstrating strong operational launch and scale experience.