Page 1 of 5

Sebastián Pabón | Deck Operations Manager

Location: Buenos Aires, Argentina

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

LinkedIn Profile | Email: [email protected] | Phone: +54 9 11 5320-4884

Candidate Snapshot

US-Based Experience:

8 years of professional experience working with US-based clients and companies. This includes leading teams that handled interactions with clients in the US for companies in the gaming (Pixowl) and crypto industries (Coinigy), as well as providing guidance on compliance for a professional services firm (PwC).

Team Leadership Experience:

Proven experience leading teams of up to 10 agents across different industries and time zones, with a focus on workload management and staff development. He has directly managed Customer Service teams located in the Philippines, Jamaica, Zimbabwe, and Indonesia.

Operational Framework Creation:

Proven ability to design and deliver training programs on tool adoption, process automation, and customer engagement strategies, fostering a knowledge-sharing culture.

Metrics & Data-Driven Approach:

Strong analytical orientation, conducting quality audits, and leveraging key metrics to drive continuous improvements in team performance.

Education:

○ Master's Degree in International Relations, Conflict, Security, and Peace | Universidad del Salvador (2014)

○ Bachelor of Arts in Political Science and Government | Pontificia Universidad Javeriana (2009)

Tools Used:

○ Zendesk | Advanced

○ Jira | Intermediate

○ Gitlab | Intermediate

○ Hubspot | Intermediate

○ Slack | Advanced

○ Microsoft | Advanced

○ Google Workspace | Advanced

○ AI | Intermediate

Meet Sebastián

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

Key Qualifications & Highlights

Team Leadership Environment

○ International Team Management: Has led international teams across various locations (including the Philippines, Jamaica, Zimbabwe, and Indonesia), ensuring fluid operations and communication while delivering support that meets the specific needs and high standards of US-based clients

○ Mentorship & Development: Proactively identifies individual development needs and provides constructive feedback, training new agents, and builds team cohesion to meet high-quality standards.

○ Workload & Scheduling Management: Excels at making decisions regarding daily operations, including managing work assignments and scheduling to ensure effective delivery of customer support.

Operations Management

○ Operational Excellence: Designed and executed operational frameworks from scratch, including creating manuals, escalation protocols, and templates to optimize workflows and increase operational efficiency.

○ Data-Driven Quality Assurance: Implemented a rigorous quality control process and used data to analyze team performance, ensuring compliance with the highest service standards.

○ Continuous Improvement: Transformed negative customer perceptions by establishing new procedures that improved the efficiency and quality of user support, creating a system that was adopted by other teams as a best practice.

Top Team Leadership Achievement (Star Method)

○ Situation: When he took on his first leadership role at a mobile gaming company in the US, he was met with significant challenges. The company lacked established processes, procedures, and KPIs for its support team. Support was being provided sporadically by a third-party, and there was no formal structure or proper CRM tool utilization.

○ Task: His primary goal was to formalize and professionalize the support team by building a robust operational framework from scratch, ensuring they could deliver outstanding support and improve the overall user experience.

○ Actions: Sebastian first defined clear KPIs for key metrics like ticket response time and resolution time. He then created comprehensive manuals for handling recurring issues and developed response templates to increase efficiency. He restructured the team, hiring dedicated agents and implementing a rigorous QA process with regular feedback sessions. He also introduced the use of online translation tools to handle inquiries in multiple languages, ensuring no customer request went unanswered.

○ Results: he successfully assembled a highly responsible, well-trained, and organized team. This new structure not only delivered excellent customer support but also completely transformed the negative perception that customers had of the team.

Screening Interview - Key observations

○ Management Philosophy: He believes in a balanced approach to management, focusing on empathy, understanding, and positive reinforcement, while also maintaining clear expectations and accountability. He encourages autonomy and self-responsibility, guiding team members to identify their own mistakes and learn from them.

○ Relationship with AI: Sebastian sees AI as a tool that is revolutionizing businesses, particularly in customer support. He has prior experience with AI-powered bots in Zendesk and is interested in continuing to develop his skills in this area. He also highlights the importance of the "human touch" or "human in the loop" for handling complex issues that AI cannot yet solve.