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Harol Mejia | Deck Operations Manager

Location: Bogotá, Colombia

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

LinkedIn Profile | Email: [email protected] | Phone: +57 310 8655043

Summary

Operations & QA Leader with 7+ years in BPO, specializing in Quality Assurance governance and scaling complex operations for US companies (Optum, Foundever, Conduent) across regulated sectors like Healthcare, Legal, and Retail. Has led remote and on-site teams across Colombia, Guatemala, Peru, El Salvador, and Honduras, building high-performance client-focused operations. Harol has successfully launched a new LOB, scaling to 167+ FTEs, achieving the #1 NPS ranking for 9 months, and boosting productivity by 35%. He excels at standardizing processes (SOPs, Root Cause Analysis) to ensure SLA/KPI compliance and measurable client value, utilizing data-driven frameworks to align cross-functional partners. Focuses on creating frameworks that scale, but also in coaching and empowering people to deliver their best.

Candidate Snapshot

US Experience:

→Proven success managing complex operations for major US companies, including Optum, Foundever, and Conduent.

Scaling & Growth:

→Successfully launched and scaled a new healthcare LOB, rapidly onboarding 167 FTEs across voice and non-voice channels.

Global Leadership & Team Enablement:

→Has led calibrations, training alignment, and feedback loops to enhance agent performance and accuracy.

→Experienced in leading multi-site, remote, and on-site teams across Colombia, Guatemala, Peru, El Salvador, and Honduras.

SOPs & Metrics Governance:

→Expertise in ensuring process alignment and KPI delivery (SLA/KPI compliance) by utilizing Root Cause Analysis and data-driven frameworks.

→Designs scorecards, SOPs, and KPI tracking systems to standardize quality measurement and reporting.

Efficiency and Automation:

→Drove a 35% overall productivity increase and achieved a 113% productivity rate after implementing an automation tool in a Back-Office operation.

Tools:

Certifications:

→Certificate in Project Formulation, Evaluation & Management | EAFIT Virtual (Ongoing)

→Excel Expert Series / Data Visualization with Excel | CAFAM FOSFEC (2024)

→Overcome Common Coaching Challenges as a Leader | LinkedIn (2024)

→Building High-Performance Teams | LinkedIn (2024)

→Lean Six Sigma: Analyze, Improve, and Control Tools | LinkedIn (2024)

→How to Be More Strategic in Six Steps | LinkedIn (2024)

→Project Management Foundations | LinkedIn (2024)

→Time Management Fundamentals | LinkedIn (2024)

Meet Harol

This video from our screening interview provides a look into Harol's background and his experience.

Key Qualifications & Highlights

Team Leadership Environment

○LOB Launch & Scaling: He has launched and scaled new BPOs/LOBs, successfully onboarding 167+ agents for a complex Healthcare program while establishing end-to-end SOPs and compliance workflows.

○Specialized LOB Management: Successfully led three distinct Lines of Business: Data Annotation, Travel Reservations, and Retail Sales, demonstrating adaptability in designing customized strategies for diverse outcomes.

○Talent Development & KPI Ownership: Deployed structured coaching frameworks, including workshops and 1:1 sessions, specifically designed to enhance feedback delivery and drive Supervisor and Agent KPI ownership.

○Cross-Functional Alignment: Led the operational alignment of key support functions (QA, WFM, Training, and Sales) across separate departments, successfully directing their focus and initiatives to meet LOB-specific performance goals.

Operations & Process Management

○Integrated QA Frameworks: Designed and implemented comprehensive QA frameworks (scorecards, SOPs, and KPI tracking systems) to standardize quality measurement and reporting, notably for a multinational B2B medical equipment program (IMED).

○Data-Driven Visibility: Designed and implemented KPI tracking dashboards to monitor conversion, compliance, and productivity, leading to a 35% improvement in operational visibility.

○Automation & Efficiency: Championed the rollout of an automation tool in a data-entry LOB, which streamlined workflows and boosted team productivity from 90% to 113% within four months, surpassing benchmarks.

○Quality Governance & Calibration: Standardized quality criteria by running weekly calibration sessions with client stakeholders, and deployed performance management structures that increased action-plan adherence by 40%.

○Compliance & Regulatory Oversight: Established E2E reporting and workflows under strict regulatory constraints, including HIPAA, ensuring high compliance and minimizing operational risk.

Screening Interview - Key observations

Fit & Startup Mindset:

→Mentioned his interest lies in the chance to "design the path the operation will follow" and contribute directly to company growth.

Process Establishment Competency:

→He explained he has a clear, structured framework for building operations from scratch, starting with a deep analysis of the SOW (Statement of Work) to map every step and correctly structure KPIs (CSAT, NPS, conversion) before formalizing them into SOPs and a centralized QA framework.

Leadership Style:

→Describes his approach as that of a supportive, data-driven leader whose priority is to ensure his team is "equipped, enabled, and ready to work." He focuses on educating leaders rather than just issuing instructions and relies on the SMART methodology to drive measurable objectives.

Performance Management & Integrity:

→Seems to have a developed, multi-step strategy for addressing behavioral underperformance. This approach included detailed data analysis to diagnose the root cause, implementing behavioral interventions (seating arrangements, buddy systems), and documenting coaching/shadowing sessions.

Relevant Experience for AI/ML:

→Directly managed a Data Annotation LOB (IGT Solutions), which is highly relevant to the "Human-in-the-Loop" element of Henry’s Deck Operations team.

Expectations & Commitment:

→Actively engaged by asking for the clear expectations for the first 90-120 days (focusing on process establishment and scaling preparation).