Vela talent profile

Jose A.

Senior PM · Operations Lead
Bogotá, Colombia · GMT−5 · full EST overlap
10yrs// Agency exp
L2// AI rubric
$3,500/mo// Monthly base
Ran high-performing teams across financial services, healthcare, travel, and technology — KPI ownership end-to-end.
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// Sourced via referral · search 26-AVetted on a working call · February 2026Currently employed · referenceable on a working call
  • Bogotá
// Based inBogotá, ColombiaGMT−5 · full EST overlap.
Experience

Ten years of client work.

  1. // 2014 – present · 10+ yrs

    BPO operations · multi-vertical book

    Operations & Customer Service Leader

    Bogotá · BPO · finance, healthcare, travel, technology

    • Ran high-performing teams across financial services, healthcare, travel, and technology — KPI ownership end-to-end.
    • Coaches to performance, not policy. Built a coaching cadence that holds SLA and compliance without a separate QA seat.
    • Owns the escalation queue. Moves from triage to resolution in the same shift rather than punting to the client.
    • Tracks operational improvement weekly — KPI delta, root cause, fix shipped — and surfaces it in the client review without hand-holding.

// Education & languages

  • B.A. Business Administration, 2014.
  • Spanish (native) · English (C1).

// Tools

// PM
  • Asana (light)
  • Google Workspace stack
// Ops
  • Google Meet
  • Google Docs
  • Google Calendar
// QA
  • KPI dashboards
  • QA scorecards
// AI Stack
  • ChatGPT
Next step

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// A real professional from our network. We can't guarantee her specifically — we place comparable caliber on every search.Medellín · Miami · New York