Cristian G.
Diaz Villafañe
Software Engineer & Operations Manager
Over 14 years of experience leading cross-functional teams, merging military-grade discipline with cutting-edge tech. Expert in operational strategy, SaaS delivery, and AI-driven solutions.
Who I Am
Professional Profile
Innovative and results-driven Software Engineer and Manager with over 14 years of experience leading multidisciplinary, cross-functional teams. I am an expert in operational strategy, client relationship management, and financial oversight (P&L, Revenue, EBITDA) across both European and LATAM markets.
I have a proven track record in comprehensive operational metrics management, consistently hitting and exceeding KPIs, SLA, ART, CSAT, AHT, and QA targets, alongside seamless Client Onboarding execution.
My extensive experience spans Customer Care, Customer Experience Operations, Content Moderation, and Trust & Safety Operations. I specialize in developing high-performing leadership teams and deploying automated, data-driven solutions (leveraging Python, JS, and AI) to drive operational excellence, resilience, and uncompromised profitability.
Career Journey
Professional Experience
Service Delivery Manager
SaaS Company | European Market
- Strategic Metrics Management: Manage 4 e-commerce platforms (Marketplaces & Real Estate) across 4 European countries, optimizing operational KPIs (SLA, ART, CSAT, AHT, QA) to consistently exceed targets. Lead CS and CSX operations.
- Client Onboarding & Relations: Lead end-to-end onboarding. Act as strategic liaison for commercial relationships, identifying growth and resolving escalations.
- Leadership Team Development: Direct and mentor Team Leaders and Supervisors, fostering a high-performance, autonomous culture.
- Financial & Operational Impact: Manage P&L and statistical data to ensure assignment profitability. Implement cost-reducing process improvements without compromising quality.
Assignment Manager
Besedo | Colombia Branch
- Results-Driven Leadership: Achieved top performance metrics and exceptional CSAT scores for 12 accounts across 8 countries.
- Process Optimization: Reduced operational costs by 65% through strategic cross-utilization of agents and minimizing non-productive hours.
- Remote Operations: Led transition to remote work for 120+ employees, establishing robust monitoring for SLA/QA compliance.
- Financial Analysis: Conducted deep analysis to identify cost-saving opportunities and improve project profitability.
Team Manager
Besedo | Colombia Branch
- Led high-performance teams, ensuring strict compliance with all service levels and key performance indicators.
- Increased billing of key accounts by 15% through additional service offerings and maintaining excellent commercial relationships.
- Improved center profitability by 25% by implementing an equitable bonus system linked to metric compliance (QA, AHT, Attendance).
Senior Team Leader & Team Leader
Besedo | Colombia Branch
- Developed the E-Coaching process for remote staff, significantly improving operational efficiency and QA scores.
- Optimized the invoice creation process, reducing processing time and enhancing accuracy.
- Reduced team turnover from 8% to 2% by continuously developing and motivating the agent team.
Local IT Chief
National Navy, Marine Corps | Colombia
- Managed personnel and IT equipment, maintained networks, and ensured strict IT security protocols.
- Served 10 years in the Colombian Navy as a Marine Infantry Non-Commissioned Officer (reaching the rank of First Corporal).
- Developed military-grade discipline, resilience, and unshakeable leadership under pressure.
Capabilities
Core Competencies & Tech Stack
Strategic & Operational
Strategic Management
Cross-functional Team Leadership, Remote Workforce Mgmt, Client Relationship Mgmt.
Financial Acumen
P&L Management, Financial Forecasting, Cost Optimization & Revenue Generation.
Industry Knowledge
E-commerce & Marketplaces, Real Estate Verticals, Trust & Safety, BPO Service Delivery, CS & CSX Ops, Content Moderation.
Process Optimization
Lean Six Sigma methodology, Workflow automation, Continuous Improvement.
Technical Proficiency
Core Focus & Passion
Deeply involved in Python & AI Integrations, building AI Agents, and robust JavaScript Web Dev. Expert in Data Analysis & Operations Management.
Languages & Frameworks
Tools & Software
Education
Master’s in Full Stack Web Development & AI
Instituto Europeo de Alta Dirección (IEAD)
Currently expanding expertise in cutting-edge web technologies and Artificial Intelligence integration.
Software Engineering
Universidad Manuela Beltran, Bogotá
Technologist in Training & Military Mgmt
EFIM, Coveñas Sucre
Professional Technologist in Computer Systems
INSUTEC, Bogotá
Certifications
Lean Six Sigma – Yellow Belt
Universidad de los Andes, Bogotá | 2023
Web Development
SENA, Bogotá | 2012
Comprehensive Training for Supervisors
International Consulting Group | 2017
Emotional Intelligence and Teamwork
International Consulting Group | 2017
Languages
Spanish (CO)
Native
English (US)
Fluent
Italian (Italy)
Basic