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Anna María García Ortega
Open to opportunitiesBilingual Operations Supervisor
Operations Supervisor and customer-service leader using data-driven reporting to improve SLAs and team performance.
ColombiaBilingual Operations Supervisor at Solvo Global
About
I’m an Early Childhood Education graduate with 5+ years of experience in administrative and customer service roles, now focused on operations leadership. I bring a results-driven, highly organized approach, backed by strong empathy, active listening, and attention to detail.
As a Bilingual Operations Supervisor at Solvo Global, I oversee multi-functional operations across customer service, tracking, account management, and international logistics. I led a 30+ member cross-functional team and increased client SLA compliance from ~80% to consistently 95%+ by implementing data-driven action plans, KPI tracking, and performance optimization strategies.
I also drive team capability through recruitment, onboarding, leadership development, QA evaluations, and 1:1 coaching. I partner with client stakeholders and support multi-vendor operations through shadowing, refresher training, and process improvement recommendations—strengthening engagement, retention, and a true “one team” culture.
Experience
Bilingual Operations Supervisor
Oversaw multi-functional operations across customer service, tracking, account management, and international logistics, leading a 30+ member team. Improved client SLA compliance from ~80% to consistently 95%+ by implementing data-driven action plans, KPI tracking, and performance optimization.
KPI TrackingSLA ManagementCross functional LeadershipQuality AssuranceCoaching FeedbackClient Stakeholder ManagementProcess ImprovementInternational Logistics
Bilingual Team Leader
Led a bilingual customer service team in a fast-paced outsourcing environment, ensuring operational efficiency and alignment with client expectations. Monitored KPIs, conducted QA evaluations, delivered structured feedback, and handled real-time inquiries and escalations during peak demand.
KPIsQuality AssuranceCustomer Service
Education
CESDE
Completed a diploma in neuropsychopedagogy.
Tecnológico de Antioquia
Earned a Bachelor's Degree in Early Childhood Education.
Politécnico Superior de Colombia
Completed an informatics technician program (as listed in the education history).
CESDE
Completed a diploma in neurolinguistics and coaching.