Carlos Javier Pérez Urrego
Operational leader driving efficiency through analytics and team management.
Buenos Aires, AR
Full time
Remote/Hybrid
Experienced administrator with over 8 years leading teams and optimizing processes. Proven success as a Customer Care Unit Manager at Assurant, Workforce...
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My Career Journey
1/3
Assurant
Customer Care Unit Manager
Nov 2023 - Present | 2y 11m
Developed and executed strategies to enhance customer experience and operational efficiency, oversaw quality control measures to ensure service consistency, resolved escalated complaints maintaining customer...
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Cognizant Solutions S.A.
Workforce & Business Intelligence Team Lead
Aug 2021 - Nov 2023 | 2y 3m
Led continuous improvement initiatives to optimize workforce processes, managed integration of workforce management tools, ensured staff readiness with training teams, implemented labor cost optimization...
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AVAYA INC
Resource Allocation Manager
Aug 2016 - Aug 2021 | 5y
Analyzed and executed project plans based on client needs, integrated project participants according to skills, developed action plans for risk mitigation, led company-required area training, evaluated...
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Coaching
Prioritization
Leadership
Ability To Meet Deadlines
Adaptability
Communications
Problem Solving
Delegation Skills
Most proud of (2/3)
1st
Improved customer experience and quality as Customer Care Unit Manager while coaching staff and managing budgets.
2nd
Led Workforce & Business Intelligence at Cognizant, optimizing processes, tools, and costs while boosting team morale.
Career Highlights
1/1
Leadership — shifted from control to coaching to increase ownership
Built team autonomy under intense workload through delegation and coaching
Buenos Aires, AR, 2026
In my leadership role I faced a period of sustained high workload pressure. I diagnosed the main...
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My values
Leadership
Accountability
Communication
Team Empowerment
Education
Universidad Cooperativa de Colombia
Industrial Engineer
Ongoing
Universidad Abierta Interamericana
Senior Business Management
Ongoing
Certifications & Qualifications
ISO 9001, 14001 and OSHAS 18001 Audit (With Auditor Certificate)
2026
Auditor of Integrated Management Systems HSEQ
University of Catalonia2017
Language(s) I speak
Spanish
Fluent
English
Fluent
Portuguese
Intermediate