Jonathan Chavez
Córdoba
Summary
Professional with over 8 years of experience in supervision, team leadership, and process optimization within legal, corporate, BPO, banking, and healthcare environments. Specialized in quality audits, KPI improvement, customer experience (CX), agile methodologies (Scrum & Kanban), and continuous improvement. Strong focus on data-driven decision-making, operational efficiency, and measurable business impact.
Overview
11
11
years of professional experience
Work History
REJECTIONS SUPERVISOR
Teruya & Sterling Attorneys at Law
2025.07 - Current
- Monitor and supervise compliance with the internal rejections resolution standard (
- Achieved over 85% compliance, improving response time and cross-team coordination.
INTAKES SUPERVISOR
Teruya & Sterling Attorneys at Law
2025.01 - 2025.07
- Led a team of 7 intake specialists, implementing Kanban to optimize workflow efficiency by over 30%.
- Contributed to USD 1.2M in monthly revenue through process improvements and team performance.
QUALITY SUPERVISOR
Teruya & Sterling Attorneys at Law
2023.01 - 2024.01
- Conducted internal audits using Scrum methodology.
- Reduced operational errors by 15% and increased quality process compliance by over 25%.
- Supervised 2 Quality Analysts, providing continuous feedback, corrective actions, and performance follow-up.
QUALITY ASSURANCE SPECIALIST
Teruya & Sterling Attorneys at Law
2022.01 - 2023.01
- Established the Quality department from scratch.
- Achieved 95% Critical Quality and 92% Soft Skills compliance through guidelines and best practices.
OPERATIONS TEAM LEADER
VN Global BPO
2021.01 - 2022.01
- Led teams across customer service, retention, and loyalty operations (Movistar, Banco Hipotecario, Sancor Salud).
- Managed 23 team members, improving customer experience metrics by over 20%.
QUALITY & TRAINING ANALYST
VN Global BPO
2015.01 - 2020.01
- Performed audits under COPC and ISO standards.
- Delivered training programs and KPI management.
- Supported the expansion of the Movistar operation to 500 agents and improved collection and retention performance by 15%.
Education
Law Degree -
Universidad Empresarial Siglo 21
Córdoba, Argentina2020-04
Labor & Legal Relations Training -
VN Global BPO
Córdoba, Argentina2018-01
Skills
- KPI Management & Reporting
- Customer Experience (CX)
- Agile Methodologies (Scrum & Kanban)
- DMAIC & Six Sigma
- Quality Control & Strategic Audits
- Process Improvement
- Google Workspace
- Advanced Excel
IDIOMAS
English: Intermediate (B1
Spanish: Native
Timeline
REJECTIONS SUPERVISOR
Teruya & Sterling Attorneys at Law
2025.07 - Current
INTAKES SUPERVISOR
Teruya & Sterling Attorneys at Law
2025.01 - 2025.07
QUALITY SUPERVISOR
Teruya & Sterling Attorneys at Law
2023.01 - 2024.01
QUALITY ASSURANCE SPECIALIST
Teruya & Sterling Attorneys at Law
2022.01 - 2023.01
OPERATIONS TEAM LEADER
VN Global BPO
2021.01 - 2022.01
QUALITY & TRAINING ANALYST
VN Global BPO
2015.01 - 2020.01
Law Degree -
Universidad Empresarial Siglo 21
Labor & Legal Relations Training -
VN Global BPO