Debray C.

With 7+ years of experience in high-volume contact center environments, I have evolved from frontline Customer Service Representative to Quality Assurance Analyst and Team Lead — leading teams, optimizing performance, and driving measurable operational improvements. I specialize in managing people, processes, and performance metrics to create scalable and efficient customer support operations. Throughout my career at Teleperformance Colombia, I have: • Led and mentored teams to meet and exceed KPIs • Designed and implemented performance improvement action plans • Analyzed quality metrics and operational reports • Conducted calibration sessions and compliance audits • Reduced service gaps through process optimization • Ensured adherence to quality and communication standards My background allows me to understand both frontline challenges and management strategy — bridging execution with leadership. I am now focused on roles such as: • Customer Experience Manager • Operations Manager • Team Lead / Supervisor • QA & Performance Manager If you are looking for someone who can strengthen operations, improve performance metrics, and build accountable, high-performing teams — let’s connect.