Samuel Valencia

As Operations Supervisor at a US-based immigration firm, I led and coordinated a team of 20 agents in the Client Engagement and Client Experience departments, ensuring excellence in customer service and the achievement of operational goals. I was responsible for onboarding, training, and team development, optimizing workflows, and managing daily operations. Additionally, I coordinated operations with teams in Colombia and Argentina, ensuring process consistency and timely issue resolution. I implemented metrics to monitor performance. I fostered a positive work environment, promoting professional growth and talent retention, while collaborating with other departments to deliver a seamless client experience.

Develop and implement strategies to streamline processes, ensuring compliance with legal and organizational standards, and fostering strong partnerships to enhance operational efficiency. Work closely with the sales team to ensure that all necessary documentation is completed and that students are successfully enrolled in their respective programs. On the financial side, I oversee budgeting, expense tracking, and reporting, ensuring that all financial operations are conducted smoothly. Establishing and maintaining strategic partnerships that enhance our service offerings and operational capabilities. By monitoring team performance and providing ongoing support and guidance, I ensure that all departmental goals are met, contributing to the overall success of the organization.

Analyzed data to identify trends and make informed decisions, driving continuous improvement in operations. Provide service to customers in operational consultations, effectively solving problems and concerns to ensure quick solutions to the sales team. Development, maintenance, and continuous improvement of operational processes. Coordination with internal teams for implementation of necessary adjustments. Wage analysis, tracking, and resolution of transactions and customer cases, as well as coordination with payroll and various departments to ensure payments for customers and human capital. Maintain high standards of service and operational efficiency at all times, within metrics.

Collection and analysis of personnel-related data, such as payroll management, benefits, and salary analysis for promotions. Maintain updated employee information, ensure compliance with internal policies and legal regulations, as well as collaborate and lead in new processes with the team. Generate reports and strategic recommendations that support decision-making in talent management. Implementation of human resources programs and policies to optimize efficiency and job satisfaction within the organization. Helped solve diverse program problems with in-depth analysis.

Coordination of logistics for operations, ensuring efficient and timely delivery of orders in US cities. Daily planning and optimization of delivery routes, schedule management, and coordination with city managers and drivers. Monitor and improve logistics processes in real-time, ensuring adequate availability of drivers and minimizing waiting times. Communication with customer support and sales to address any operational issues, and ensure an exceptional delivery experience for customers. Make quick, real-time decisions, solve logistical problems efficiently, and maintain effective communication with all parties involved.

Ensure customer experience, providing exceptional service to those customers who acquire insurance through banking associations. Proactive attention to customer inquiries and requests, as well as efficient problem-solving and coordination with internal departments and banking partners, measured by KPIs. Customer education and advice on insurance products and services, ensuring a complete understanding of the coverages and options available. Maintain strong customer relationships and effectively collaborate with internal teams and partner banks.