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Yindra Delgado | Deck Operations Manager

Location: Bogota, Colombia

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

LinkedIn Profile | Email: yindradelgado2.0@gmail.com| Phone: +57 319 2098314

Candidate Snapshot

US-Based Client Experience:

○ With 9 years of professional experience working with US-based clients and companies, she has developed a deep understanding of the market's high standards for operational excellence. Her experience includes key roles with US-based clients such as AETNA (a US-based health insurance company), AT&T (a US-based telecommunications company), and the wellness brand GNC.

AI Implementation & Strategy:

○ She has successfully architected and implemented an AI solution integrated with Salesforce, resulting in improved team performance and a reduction in average customer handling time.

High-Volume Team Leadership:

○ She has a strong background leading large, dynamic BPO teams, having managed up to 80 people across various lines of business, including voice, chat, and social media, to drive brand success.

Operational & Financial Impact:

○ She excels at leveraging KPIs and data analytics to drive tangible business results, including a 10%+ boost in CSAT scores and the stabilization of customer retention for the wellness brand GNC.

Agile & Project Management:

○ She holds Scrum Master and Product Owner certifications, with experience in agile methodologies, product lifecycle management, and platform implementations, including CRM systems like Salesforce.

Education:

○ Technical Diploma in Software Technology | Institute of Computer Science 'Martyrs of Chile' Polytechnic Institute, Cuba (2008)

Certifications:

○ Scrum Master & Product Owner Certification (AI Emphasis) | Scrum Inc (2025)

○ Diploma in Project Planning | School of Education, Loyola University - Chicago (2012)

○ Diploma in Small Business Management | La Salle University - Mexico (2012)

○ Diploma in Vision, Mission, and Strategy | School of Education, Loyola University - Chicago (2012)

○ Diploma in Constructive Teaching and Learning for Forming Teachers | La Salle University - Mexico (2010)

○ Web Programming Course | National Center for Cultural Improvement, Havana, Cuba (2009)

Tools Used:

○ Microsoft 365 (Excel, PowerPoint) | Advanced (10+ years)

○ Slack | Advanced (5 years)

○ Salesforce | Advanced (5+ years)

○ Google Workspace (GSheets, GCalendar, GSlides & GDocs) | Advanced (5+ years)

○ Zoom, Microsoft Teams & Google Meet (5+ years)

○ Amazon Seller Central | Advanced (5+ years)

○ UJET | Advanced (5+ years)

○ Jira | Advanced (5+ years)

○ TikTok Shop | Beginner (1 year)

○ Trello | (2+ months)

Meet Yindra

This excerpt from our screening interview provides a look into Yindra's background and her experience.

Key Qualifications & Highlights

Team Leadership Environment

○ High-Volume Team Leadership: Proven ability to lead and manage large teams, having successfully overseen groups of up to 80 people, including team managers. Her experience spans multiple business lines, including voice, chat, social media, and back-office support.

○ Performance-Driven Coaching: Skilled at setting clear performance expectations and providing continuous guidance to ensure the achievement of all departmental KPIs and client-specific SLAs. She uses a structured framework called "Start, Stop, and Continue" to foster team development and growth.

○ Multi-Client & Remote Management: Experienced in leading teams for a diverse set of US-based clients like AETNA and AT&T, and the wellness brand GNC. She has successfully managed teams distributed across Colombia.

People & Operations Management

○ AI-Driven Solutions: Has a strong background in technology implementation, having architected and integrated new AI solutions to improve team performance and optimize workflows. She is adept at implementing new platforms and onboarding processes to drive efficiency.

○ Strategic & Financial Oversight: Experienced in high-level operational duties, including creating action plans based on KPIs, budget management, and performing both operational and financial audits.

○ Cross-Functional Collaboration: Skilled at facilitating communication and collaboration across departments, serving as the primary point of contact for resolving complex issues related to IT, Human Resources, and Quality Assurance.

Top Team Leadership Achievement (Star Method)

○ Situation: While leading a bilingual operations team of approximately 70 people for the GNC brand, customer satisfaction was being negatively impacted by shipping delays handled by third parties, and strong competition was putting customer retention at risk.

○ Task: The goal was to improve the customer experience and stabilize the retention KPI despite external operational challenges.

○ Actions: Yindra collaborated with the client to implement a new CRM and an AI-based tool. This tool allowed agents to quickly locate delayed orders and proactively offer solutions like loyalty points. She also trained the team on empathy and transparency to improve communication with customers during these difficult interactions.

○ Results: These strategic actions resulted in an increase of more than 10% in CSAT scores. Most importantly, the team was able to stabilize the retention KPI, reducing customer churn and strengthening the loyalty program as a key competitive differentiator.

Screening Interview - Key observations

General Impression:

Yindra is a professional, proactive, and highly experienced operations leader. Her extensive background with large US-based clients and her proactive pursuit of new skills, such as Scrum Master and Product Owner certifications, highlight a commitment to continuous growth.

Key Discussion Points:

○ Industry & Client Experience: She has a strong background in the BPO industry with significant experience working with well-known US-based clients like AETNA, AT&T, and GNC. While she has no prior experience in the real estate industry, she sees her skills as highly transferable.

○ AI & Technology Integration: She views AI as a strategic "second brain" for her work, using it for operational analytics and identifying root causes. This aligns with her recent certifications, which she obtained to formalize her project management experience with new technology implementations.

○ Management Philosophy: Her leadership approach is focused on team development and collaboration. She uses a structured framework called "Start, Stop, and Continue" to foster growth and believes in working side-by-side with her team to find solutions.

○ Motivation: She is clearly motivated by new challenges and is keen on joining an organization that offers continuous learning and growth opportunities.

Overall Recommendation:

Yindra is a strong candidate with a proven track record of leading large teams and driving tangible results for US-based clients. Her blend of operational experience, modern leadership philosophy, and her focus on leveraging technology make her a compelling fit for the role.