Page 1 of 5

Nicolas John - Deck Ops Manager

Location: Colombia

Compensation range discussed: $2,000 - $2,800

LinkedIn Profile | Email: [email protected] | Phone: +57 301 7187520

Summary

Operations Manager with over 5 years of experience in the BPO industry in companies such as Teleperformance and TaskUs, specializing in customer service, sales, and logistics. He has a proven ability to lead teams of up to 150 people in Colombia, focusing on operational excellence and business growth for US-based clients. Nicolás is skilled in KPI management, with a track record of driving process improvements that reduced early-stage churn by 28% and increased CSAT from 7.1 to 9.0. He leverages a range of tools, including Salesforce, HubSpot, Power BI, and Tableau, to make data-driven decisions and achieve strategic goals.

Candidate Snapshot

Extensive U.S. Client Experience:

With 5 years of experience in the BPO industry, Nicolas has a proven track record of managing operations and serving as a primary point of contact for directors of U.S.-based companies.

Large-Scale Team Leadership:

Managed the day-to-day operations for teams of up to 150 employees, ensuring efficient performance and goal alignment, being directly responsible for coaching and developing 8 team leads.

Results-Driven Approach:

Focused on exceeding client expectations across financial KPIs, sales goals, and customer service metrics.

Strategic & Analytical Mindset:

Leverages tools like Power BI and Tableau to monitor KPIs and drive data-informed decisions, aligning operational initiatives with strategic business objectives.

Tools

Meet Nicolas

This short video from our screening interview provides a look into Nicolas's background and his experience within the US market.

Key Qualifications & Highlights

Team Leadership Environment

○Expert in Managing Scalable Teams: A proven leader with a track record of successfully leading day-to-day operations for large teams.

○Developing Talent: He mentors and coaches Team Leaders to become effective people managers. He has experience providing structured feedback, conducting performance reviews, and developing succession plans and growth paths for team members.

○Building a Positive Culture: He proactively promotes a positive work culture through effective communication and recognition programs. He also addresses employee concerns to reduce attrition and build engagement.

People & Operations Management

○Data-Driven Process Optimization: Leverages a data-first approach to identify bottlenecks and design targeted action plans that improve performance, streamline processes, and enhance customer satisfaction.

○Client-Facing Expertise: He builds strong partnerships by leading structured weekly business reviews (WBRs) with clients. He uses data-driven reports to present results and strategic insights, fostering trust and transparency.

○Financial & Analytical Acumen: He is skilled in preparing and managing annual and quarterly budgets, monitoring expenditures, and using a variety of tools to track financial plans and key performance indicators.

○Cross-Functional Collaboration: He has a history of coordinating with finance, leadership, QA, and training teams to proactively address needs and ensure operational excellence.

Top Team Leadership Achievement (Star Method)

○Situation: Nicolas was part of a customer success team at a SaaS company where they noticed a significant number of clients were churning or downgrading within the first 90 days of onboarding. Customers felt overwhelmed by the platform and weren’t seeing its value quickly enough.

○Task: His main objective was to reverse this trend by reducing early-stage churn and improving overall customer satisfaction during the onboarding phase.

○Actions: He proactively proposed and led the creation of a structured onboarding program focused on "early wins." This initiative involved creating customized plans, hosting 1:1 kickoff calls, and setting up automated check-ins to address potential blockers. He also collaborated closely with the sales team to ensure a seamless client handover.

○Results: Within just three months, the new program successfully reduced early-stage client churn by 28% and increased customer satisfaction scores (CSAT) from 7.1 to 9.0. Additionally, he identified upsell opportunities in 15% of accounts, which generated new revenue streams for the company.

Screening Interview - Key observations

○Motivation & Career Goals: Nicolás is highly motivated by the opportunity to transition from the BPO industry to a startup environment. He sees this as a new professional challenge and is particularly drawn to the intersection of AI and the commercial real estate market, which he views as a high-growth sector. He's also excited by the opportunity to return to a remote work setting.

○Adaptability & Problem-Solving: He has direct experience in implementing AI-related tools to automate workflows, even if they are client-provided. He demonstrated a clear understanding of the benefits, such as decreased call time and increased effectiveness. He also showed his adaptability by successfully managing teams both on-site and remotely during the COVID-19 pandemic.

○People-Centric Leadership: Beyond metrics, his management philosophy is centered on communication, confidence, and positive impact. He values developing people and cited a specific example where he co-created a program to develop five new Team Leaders at a previous role.

○Proactive & Goal-Oriented Mindset: He described his mentality as "number one" and is motivated to achieve his goals. He is a responsible and organized professional who is confident he can excel and provide results for the company, while also gaining valuable new knowledge.

○Contractual Expectations: He expressed that his current job is very stable, with health insurance and other benefits. He recognized that a 12-month contract is a potential point of consideration, but stated that he views it as a challenge he is willing to take on, emphasizing his confidence in his ability to make a good impression and continue with the company.