CARLOS A GOMEZ MEJIACV
Résumé JSON Contact Manage
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Financial Operations & Billing Management

CARLOS A GOMEZ MEJIA

Finance & Operations Professional | Business Performance & Financial Analysis

Finance and operations professional with 16+ years of progressive experience in business operations, financial analysis, reporting, billing controls, budgeting, forecasting, and client account management. Experienced in connecting operational performance with financial results by monitoring revenue, costs, commercial margin, service metrics, and other business performance indicators. Strong background in annual budgeting, monthly forecasting, variance analysis, financial impact assessments, billing processes, data validation, audit support, and process improvement. Progressed through seven internal promotions within Konecta Colombia, growing from customer service and operational roles into account management while gaining experience in reporting, campaign analysis, project implementation, financial operations, and business performance.

Zephyrhills, FL656-205-1665car13gom95@gmail.com
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01

Professional Profile

Finance and operations professional with 16+ years of progressive experience in business operations, financial analysis, reporting, billing controls, budgeting, forecasting, and client account management. Experienced in connecting operational performance with financial results by monitoring revenue, costs, commercial margin, service metrics, and other business performance indicators. Strong background in annual budgeting, monthly forecasting, variance analysis, financial impact assessments, billing processes, data validation, audit support, and process improvement. Progressed through seven internal promotions within Konecta Colombia, growing from customer service and operational roles into account management while gaining experience in reporting, campaign analysis, project implementation, financial operations, and business performance.

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Core Competencies

Financial Analysis
Budgeting & Budget Monitoring
Monthly Forecasting
Variance Analysis
Revenue Analysis
Margin Monitoring
Cost Monitoring
Financial Impact Assessment
Billing Controls
Account Management
Operational Performance Management
Project Implementation
Resource Planning
Team Leadership
Stakeholder Management
Management Reporting
KPI Monitoring
Data Quality & Validation
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Professional Experience

Student Services / Administrative Assistant
International Academy of English
04/2025 — Present
  • Supported student services and administrative operations, responding to inquiries, assisting prospective students with enrollment processes, and coordinating class scheduling and placement activities.
  • Maintained accurate and confidential student records, updating information in Lighthouse and verifying files to ensure data accuracy and proper documentation.
  • Received tuition payments, prepared bank deposits, and supported the submission of deposit documentation and financial reports.
  • Coordinated waitlists, maintained class rosters, prepared student letters and certificates, and supported administrative communication with students.
  • Provided front-desk and telephone support while assisting the Site Director, Designated School Official (DSO), and Academic Director with administrative and operational activities.
Hospitality Associate (Public Areas, Banquets, Bussing, Bellman)
Hospitality Universal Service (HUS) – Saddlebrook Resort
04/2024 — 03/2025
  • Maintained public areas including restrooms, pool areas, meeting rooms, and golf course facilities.
  • Operated a golf cart to service multiple resort locations.
  • Worked as a busser during peak hours and supported servers.
  • Worked as a bus driver.
Account Manager
Konecta Colombia
01/2021 — 09/2023
  • Directed the operational and financial performance of strategic client accounts, ensuring achievement of business objectives through budget monitoring, revenue analysis, operational oversight, and compliance with contractual commitments.
  • Participated in the annual budgeting process and prepared monthly forecasts, monitoring actual billing performance against budget and projections, analyzing deviations, and providing business explanations to support financial decision-making.
  • Prepared and consolidated financial and operational performance reports, integrating revenue, billing, cost, profitability, and service indicators to support management reviews and performance tracking.
  • Monitored commercial margin performance, operational costs, workforce requirements, and resource allocation to support financial performance and service efficiency.
  • Led performance reviews with corporate clients and internal stakeholders, presenting operational results, explaining financial and service variations, and coordinating improvement initiatives.
  • Coordinated collaboration among Operations, Finance, Human Resources, Technology, and Commercial teams to ensure service continuity and achievement of contractual objectives.
  • Improved commercial margin performance for the managed account from -4% to 23% through operational optimization, financial monitoring, resource management, and performance improvement initiatives.
  • Supported service expansion initiatives that contributed to the creation of approximately 150 new operational positions, coordinating implementation requirements and resource planning activities.
Financial Operations & Billing Management
Konecta Colombia
01/2019 — 01/2021
  • Managed billing control processes for corporate accounts by coordinating the collection, validation, consolidation, and review of operational inputs required for monthly invoicing cycles.
  • Coordinated the billing preparation process by consolidating information from multiple operational sources, validating contractual billing items, reviewing volume-based discounts, and ensuring data accuracy before submission.
  • Collaborated with Operations, Reporting, Finance, and client teams to prepare estimated billing submissions, obtain validations, and transition approved estimates into final invoicing processes.
  • Reviewed billing information through Excel-based consolidation tools and macros, ensuring consistency across multiple operational files and improving process reliability.
  • Supported SAP billing uploads and financial record preparation by organizing approved revenue information and aligning operational data with financial processes.
  • Coordinated variance explanations and billing justifications with operational teams, ensuring transparency regarding changes compared with previous billing periods.
  • Supported a client audit review process by coordinating cross-functional efforts to validate billing information, improve data traceability, and strengthen financial control processes.
  • Improved billing process reliability by strengthening information validation, consolidation procedures, and coordination between Operations, Reporting, Finance, and client stakeholders.
Operations Management
Konecta Colombia
04/2017 — 12/2018
  • Led operational activities for a strategic banking account, coordinating service performance, quality standards, productivity indicators, and operational compliance.
  • Managed operational teams through four team leaders, supporting approximately 100 customer service advisors and ensuring execution of service objectives and performance expectations.
  • Monitored operational, financial, and quality indicators, including service level, adherence, productivity, and customer experience metrics, identifying deviations and implementing corrective action plans.
  • Coordinated workforce planning activities with management control teams, supporting operational sizing, resource allocation, and service continuity.
  • Facilitated operational updates, process changes, and training sessions to ensure teams were aligned with new requirements, procedures, and business objectives.
  • Managed escalations, operational issues, and improvement initiatives, collaborating with internal areas to resolve service challenges and maintain performance standards.
Implementation Leader
Konecta Colombia
08/2015 — 04/2017
  • Led implementation initiatives for new services and operational changes, coordinating timelines, requirements, resources, and stakeholder alignment to ensure successful deployment.
  • Prepared Excel-based financial impact assessments for business initiatives, evaluating expected effects on revenue, billing, operational costs, staffing requirements, and resource allocation.
  • Analyzed operational requirements and process changes to define implementation plans, identify resource needs, and support business decision-making.
  • Coordinated cross-functional collaboration among Operations, Finance, Technology, Human Resources, and Commercial teams to ensure effective execution of implementation activities.
  • Presented operational and financial impact information to internal leadership and corporate clients, ensuring alignment regarding expected outcomes, requirements, and implementation decisions.
  • Monitored implementation progress, identified risks, coordinated issue resolution, and supported transition of new processes into operational environments.
  • Supported business decisions by providing operational and financial impact assessments for initiatives involving service changes, resource adjustments, and process improvements.
Campaign Analyst
Konecta Colombia
06/2014 — 08/2015
  • Supervised four operational technicians responsible for campaign implementation activities, ensuring timely execution of database preparation, platform configuration, and operational requirements.
  • Implemented collection and sales campaigns by managing client-provided databases, validating data quality, defining coding structures, and preparing records for operational execution.
  • Processed and loaded campaign databases received through secure data transfer channels (SFTP) and client systems, ensuring accurate information availability for operational platforms.
  • Configured and supported campaign activation through contact center platforms, including Genesys, Avaya, and Outbound Contact Manager (OCM), coordinating operational requirements for campaign execution.
  • Analyzed campaign performance through operational reports, monitoring contact effectiveness, successful transactions, recontacts, unsuccessful attempts, and productivity indicators to identify improvement opportunities.
  • Coordinated with Operations, Reporting, and client teams to review campaign results, optimize execution strategies, and support achievement of collection and sales objectives.
  • Validated telecommunications consumption information to support cost monitoring and billing accuracy when required.
Reporting Technician
Konecta Colombia
09/2011 — 06/2014
  • Consolidated operational performance information for strategic services, generating reports used for internal management and corporate client visibility.
  • Monitored and reported operational indicators, including AHT, adherence, quality metrics, and other service performance measures, ensuring accurate and consistent information delivery.
  • Prepared operational closing reports for internal stakeholders and clients, consolidating results and supporting performance review processes.
  • Validated data accuracy and consistency by reviewing reporting outputs, identifying discrepancies, and coordinating resolution requests through Help Desk processes when system or reporting issues were detected.
  • Analyzed information generated from internal reporting tools to ensure alignment between reported results and operational activity, supporting data integrity and decision-making.
  • Managed penalty tracking reports for the Bancolombia account, supporting monitoring of contractual performance impacts and operational compliance requirements.
  • Used Excel and internal company reporting tools to consolidate, organize, and validate operational information for management reporting purposes.
Operations Technician
Konecta Colombia
02/2010 — 08/2011
  • Generated operational reports with intra-day, daily, weekly, and monthly frequency to support customer service, telemarketing, telesales, and back-office operations.
  • Prepared billing inputs and operational information required to support administrative and financial processes, ensuring availability and accuracy of relevant data.
  • Developed reports focused on sales performance, productivity, billing-related information, and operational indicators using Microsoft Office tools and internal company platforms.
  • Monitored operational performance information to support service management, identify trends, and provide timely insights to operational leaders.
  • Provided operational reporting support for clients across telecommunications, retail, media, and financial services sectors, adapting reporting requirements according to business needs.
  • Collaborated with operational leaders, management teams, and client stakeholders by providing relevant information for performance monitoring and decision-making processes.
Customer Service Representative
Konecta Colombia
07/2007 — 02/2010
  • Provided customer service support for business clients across different industries, handling customer inquiries, requests, and service-related processes according to established procedures and quality standards.
  • Managed customer interactions through telephone channels, ensuring accurate information delivery, problem resolution, and compliance with service performance expectations.
  • Documented customer interactions and updated service records in operational systems, maintaining information accuracy and supporting process traceability.
  • Developed foundational knowledge of customer experience, operational processes, quality standards, and performance indicators within a business service environment.
04

Education

University Institution Esumer
Bachelor of Science
04/2014
University Institution Pascual Bravo
Associate of Science
05/2013
University Institution ESUMER
Specialization
05/2020
SENA
05/2006
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Additional Qualifications

Business Intelligence Diploma — University Institution ESUMERFinancial Risk Management Diploma — University Institution ESUMERAgile Methodology SCRUM Diploma — SENACongress in Financial Management — University Institution ESUMERAccounting Data Processor and Data Entry Receptionist — CASD Educational Institution18th Customer Experience Summit 2021 — BPRO Colombian BPO AssociationVI International Technology and Business Conference — Temixa Consulting

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