Summary
Overview
Work History
Education
Skills
Timeline
Generic

Orlando Colón

Caguas

Summary

Results-driven Call Center Manager with over 15 years of experience leading high-performing teams, optimizing service levels, and implementing strategic procedures. Skilled in motivating staff, managing operations, and driving continuous improvement. Bilingual in English and Spanish.

Professional leader with proven ability to drive team success and adapt to changing needs. Strong focus on collaboration, communication, and achieving results. Expertise in project management, conflict resolution, and performance optimization. Reliable and flexible, always ready to support and inspire team members.

Overview

22
22
years of professional experience

Work History

Team Manager

Atento P.R.
01.2021 - Current
  • Supervise 4 supervisors and 160+ agents.
  • Develop strategies to improve performance and motivation.
  • Monitor KPIs and service levels.
  • Refine schedules and attendance protocols.

Call Center Supervisor

Atento P.R.
01.2014 - 01.2021
  • Led a team of 15 agents.
  • Conducted call monitoring and feedback sessions.
  • Designed improvement plans to meet quality metrics.
  • Resolved customer issues with professionalism.

Trainer

Atento P.R.
01.2011 - 01.2014
  • Delivered onboarding and ongoing training.
  • Facilitated role-playing and mentorship.
  • Led seminars on customer service and product knowledge.

Call Center Operator

Atento P.R.
01.2010 - 01.2011
  • Handled customer inquiries and billing concerns.
  • Met collection targets and maintained service quality.

Human Resources Manager

Kmart Corporation
01.2004 - 01.2009
  • Managed HR operations for 160+ employees.
  • Led recruitment, training, and performance management.
  • Oversaw benefits and policy implementation.

Education

Associate Degree - Business Administration – Sales & Marketing

MBTI
01.1992

Skills

  • Team Leadership & Coaching
  • Performance Optimization
  • Strategic Scheduling
  • Conflict Resolution
  • Quality Assurance
  • Bilingual Communication
  • Microsoft Office Suite
  • Avaya Call Center Systems
  • Data Analysis & Reporting

Timeline

Team Manager

Atento P.R.
01.2021 - Current

Call Center Supervisor

Atento P.R.
01.2014 - 01.2021

Trainer

Atento P.R.
01.2011 - 01.2014

Call Center Operator

Atento P.R.
01.2010 - 01.2011

Human Resources Manager

Kmart Corporation
01.2004 - 01.2009

Associate Degree - Business Administration – Sales & Marketing

MBTI

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Orlando Colón