JAVIER TRIANA

• Supervise daily operations across two sites for Fortune 500 company, analyzing KPIs and improving processes by 30%.
• Manage staff to optimize call-handling efficiency and achieve client and company productivity goals.
• Prepare and deliver client-facing and management meetings, fostering transparency and alignment.

• Collaborated with cross-functional teams to develop strategic initiatives and improve operational efficiency.
• Provided leadership and mentorship to a team of 30+ agents, monitoring performance and ensuring compliance.
• Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.

• Acted as liaison between frontline agents and management, addressing inquiries and optimizing workflow.
• Developed and implemented performance improvement initiatives, resulting in increased productivity.
• Maintained adherence to policies and procedures across team.

- Delivered personalized customer service, resolving inquiries and ensuring positive customer experiences.
- Collaborated with cross-functional teams to address complex customer issues, achieving prompt resolution and high satisfaction ratings.
- Managed a high volume of customer interactions, consistently meeting or exceeding performance targets.

• Led design and production of artwork and promotional materials, meeting client specifications & deadlines.
• Collaborated with clients to understand their vision and provided creative solutions to achieve desired outcomes.
• Managed multiple projects (7+ per day) simultaneously, prioritizing tasks and meeting deadlines.

• Designed and produced visually compelling materials, including budgets (1 Award Winning Budget), reports, and presentations.
• Collaborated with stakeholders to gather requirements and deliver solutions that met project objectives.
• Conducted research and stayed informed about industry trends to enhance design quality.