Oliver Pineda

Results-driven professional with over 12 years of experience leading teams of 300+ employees across customer service, contact center, and retail environments, with a strong track record in KPI management, financial performance, and cross-functional leadership. Experienced in using SAP SuccessFactors to support recruitment and personnel selection processes, including candidate management, recruitment workflows, and talent acquisition activities. In recent years, has developed a strong foundation in software development through self-directed learning and hands-on experience creating functional applications with generative AI tools such as Claude.

Brings together business acumen, operational leadership, human resources experience, and emerging technology skills to transform ideas into practical digital solutions.

Manager at Calvin Klein USA (2024-01 – 2025-01)

• Full accountability for store operations (P&L): managing commercial KPIs, payroll control, and ensuring compliance with budget and financial targets.
• Recruiting, hiring, training, and developing the store team, leading hiring processes aligned with brand standards.
• Team leadership and coaching, fostering a culture of high performance, customer service, and staff professional growth.
• Ensuring brand standards and visual merchandising compliance, guaranteeing correct implementation of corporate image guidelines.
• Overseeing the in-store customer experience, driving higher satisfaction and loyalty.
• End-to-end operational management: inventory control, loss prevention, CRM strategy, and management reporting to corporate headquarters.

Manager at TJ Maxx USA (2022-01 – 2024-01)

• End-to-end operational leadership of a high-volume store in an off-price retail environment, accountable for commercial results and operating budget.
• Recruitment and staff selection, leading hiring, onboarding, and training of new team members.
• Staff and shift management: scheduling, coordinating multi-shift teams, and payroll control.
• Responsible for opening/closing procedures, cash handling, and daily management reporting.
• Coordinating merchandise flow and replenishment on the sales floor, optimizing product availability and operational timing.
• CRM management and ensuring customer service standards and loss prevention.

General Manager at Foundever (Contact Center / BPO) (2008-01 – 2021-01)

• General management of contact center operations, leading multiple campaigns and ensuring compliance with contractual KPIs (SLA, NPS, CSAT, AHT).
• Full ownership of the account's financial results and operating budget, with a focus on profitability, efficiency, and cost control.
• Leadership, recruitment, selection, and development of large-scale teams (300+ employees), including supervisors and mid-level managers.
• Overseeing quality assurance (QA) processes and continuous training programs, improving performance and talent retention.
• Managing the strategic relationship with the corporate client, acting as the primary point of contact and owner of contractual satisfaction.
• Coordinating with Workforce Management (WFM), Human Resources, and Training teams to optimize daily operations.
• Strategic decision-making focused on continuous process improvement, regulatory compliance, and account growth.

Diploma in Management Skills – Universidad de los Andes (2018-01 – 2019-01)

Technician in Electronics – CUN (2008-01 – 2012-01)

Practical Training in AI Application Development – Self-taught (2024-01)