Juan José Andrade Navarrete

As Operations Lead at TikTok Mexico, I led a team of over 20 content moderators and advisors, ensuring the quality and efficiency of our operations.

Team Management: Supervised and motivated a diverse team, conducting weekly coaching sessions, both individual and group, to foster professional development.

• KPI Monitoring: Controlled key performance indicators (KPIs) such as efficiency, quality, occupancy, and adherence, mastering extraction of information from specific systems to ensure accurate results.
• Process Optimization: Identified areas for improvement and developed strategies that resulted in 20% reduction in response time.
• Talent Development: Guided moderators in skill development that facilitated their promotion to higher-responsibility roles.
• Conflict Management: Implemented policies that improved workplace climate and reduced staff turnover.
• Data Analysis: Utilized analytical tools to adjust strategies and anticipate challenges.
• Consistently met and exceeded performance targets in 95% of months, maintaining high satisfaction levels in Mexico and LATAM.
• Increased operational efficiency by 30% through new technologies and work methods.
• Received recognition for talent development and improvement of team cohesion.
• Implemented feedback program that increased team satisfaction by 40%.
• Developed monitoring system that reduced operational errors by 25%.
• Coordinated cross-departmental projects that optimized communication and collaboration.
• My focus on continuous improvement and team development contributed to strengthening TikTok's operations in region, aligning team objectives with the company's global goals.

Managed daily operations, ensuring smooth workflow and timely completion of tasks.

Implemented quality assurance measures that led to improved product consistency.

• Successfully managed a team size of +15 associates
• Developed tailored improvement plans for each member
• Increased overall efficiency and productivity of team by developing of schedules and daily assignments
• Successfully managed the escalation desk team with +20 subject matter experts working with the whole operation.
• Successfully guided, prepared and developed associates of my teams to become successful and independent in every process, focusing to develop new leaders.
• Managed high workload with consistent record of achieving deadlines and production targets.
• Contributed to interviewing process of new associates.
• Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
• Motivated and trained employees to maximize team productivity.
• Conducted root cause analysis in deficient areas to identify and resolve issues.
• Evaluated team member performance and productivity, provided coaching's and implemented corrective actions.
• Successfully worked beside operation managers to implement different working processes and administration of the teams in order to achieve goals.

• Successfully provided support to associates that are taking calls in different waves of more than 15 people each one.
• Achieved team goals, metrics and objectives by guiding the associates to reach their targets.
• Prepared and guided more than one hundred agents throughout the time I was Subject Matter Expert working along with different team leaders making them dominate the product.
• Learned and managed multi tasking activities and time management in order to complete activities successfully.
• Successfully deescalated most of the supervisor calls but also provided solutions to customers in supervisor calls that were taken.
• Managed to reduce the supervisor calls in every team in worked with by providing deescalation tips and guidance to the agents.
• Monitored and tracked associates based on their progress to identify improvement opportunities and provide feedback about their opportunity areas according to the coaching they received.
• Collaborated with team leader to identify and prioritize new development areas of the team.
• Successfully solved basic technical issues the associates had on their computers making right troubleshooting about different issues they had.
• Designed and applied several support techniques for the associates in order to make them independent and self sufficient.

• Successfully managed to take +25 calls every day solving customer issues efficiently
• Got more than 90% of customer satisfaction every month by providing excellent customer service and solving all issues.
• Achieved all goals established every month by helping the customers and providing great service experience according to the customers needs.
• Successfully became a top performer and started to provide support to other associates of the team.

• Managed database information and preparation of management reports about investment customers and companies.
• Successfully monitored investment registration by investment fund officers in order to keep track of their investment customer database.
• Managed relational database to store information for reference, reporting and analysis.
• Monitored office calendars to plan meetings, activities and travel to maximize productivity.
• Successfully managed office organization, documents and databases in order to create management reports about results.
• Designed online portal system for customers to check their investments and also to have better communication with company.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Responded to over 50 customer requests for products, services and company information daily.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Surpassed sales goals and increased them by 10%, through implementation of effective marketing strategies.
• Cross-trained and provided backup support for organizational leadership.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Educated customers about billing, payment processing and support policies and procedures.