Plan de Mejora para Evaluar la Gestión Operativa de la Unión Temporal Terminal Tunja Bicentenario

Abstract

This final report on my professional internship aims to document and analyze the functions performed as Operations Manager at the Tunja Transportation Terminal, operated by the Bicentenario Temporary Union. During the internship, I carried out comprehensive work that included the supervision, coordination, and real-time control of operations, leading a team of 23 operators distributed across twelve functional modules encompassing access areas, boarding platforms, waiting areas, restrooms, parking, and regional control points.

I implemented strategies focused on strengthening service through constant monitoring of operational conditions, efficient handling of requests, complaints, claims, and suggestions (PQRS), and immediate response to unforeseen situations. The report also includes the execution of tasks such as staff performance evaluations, daily incident reports, the development of improvement plans, and adherence to established security protocols.

Through the exercise of this role, key skills such as operational leadership, human talent management, organizational communication and strategic decision-making were strengthened, aspects that contributed to improving the user experience and ensuring the continuity of service within the framework of a modern, efficient and citizen-oriented public management.