Experience

LatAm Autos

• Mexico
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Head of Customer Experience

  • Nov 2015 - Present

  - Implementation of the processes of "Customer Delight" for based operations in Argentina, Peru, Ecuador, Panama and Mexico. - Set up of Trainings of product features to personnel in all subsidiaries, specially Key Account Managers. - Management and monitoring of CRM according to current strategies (Salesforce) - Site performance data analysis. - QA of operations processes and web site at "user" level. - Design of Customer Experience Objectives according to OKR and Flywheel programs. Show less



Avisoria

• IT Services and IT Consulting
• 1 - 100 Employee

• Gerente de Atención el Cliente

  • Mar 2012 - Nov 2015

  - Planning and implementation of the Customer Service area for the web sites "Patiotuerca.com and Vive1.com". - Implementation of Help desk strategie. - Implementation of KPIs (CSAT, NPS, CES, SLAs) - Planning and implementation of the Customer Service area for the web sites "Patiotuerca.com and Vive1.com". - Implementation of Help desk strategie. - Implementation of KPIs (CSAT, NPS, CES, SLAs)



LONGPORT AVIATION SECURITY

• Colombia
• Security and Investigations
• 700 & Above Employee

• American Airlines International Security Coordinator

  • Aug 2010 - Sep 2012

  - Head of the Ground Security operations for inbound and outbound flights between Ecuador and United States. -Coordination of boarding and disembarking of passengers. - Control and inventory of aircraft supplies according to Airline procedures. - Passenger Service - Head of the Ground Security operations for inbound and outbound flights between Ecuador and United States. -Coordination of boarding and disembarking of passengers. - Control and inventory of aircraft supplies according to Airline procedures. - Passenger Service



Ecuaedge

• Quito, Ecuador

• Gerente Técnico

  • Apr 2009 - Oct 2010

  - Customer service supervisor. - Call center supervisor - Technical service manager for Ricoh, Saving, Lanier and Gestener printers and copier machines. - Customer service supervisor. - Call center supervisor - Technical service manager for Ricoh, Saving, Lanier and Gestener printers and copier machines.



Cridegcom Ecuador

• Quito, Ecuador

• Gerente Técnico

  • Sep 2001 - Apr 2009

  Gerente de Servicio Técnico y Atención al Cliente Manejo de cuentas corporativas. Coordinación de rutas y visitas técnicas del equipo. Revisión de incidencias. Entrenamiento de procedimientos y tópicos nuevos al equipo en instalaciones en Quito y Guayaquil en Ecuador y Montevideo en Uruguay. Gerente de Servicio Técnico y Atención al Cliente Manejo de cuentas corporativas. Coordinación de rutas y visitas técnicas del equipo. Revisión de incidencias. Entrenamiento de procedimientos y tópicos nuevos al equipo en instalaciones en Quito y Guayaquil en Ecuador y Montevideo en Uruguay.