Experience

A KOOL SAVER INC

• United States
• 1 - 100 Employee

• Director of Operations

  • Jan 2017 - Present

  A Kool Saver is a family-owned business specializing in maintenance, repair, and new installations of Air Conditioning. Maintenance, repair, and new installations of Duct Work, Duct Cleaning, removal, and installation of new insulation. I oversee the operations department, which generates about $600,000 in sales annually. I manage relationships and service providing to more than 60 company customers. I prepare contracts and bids for potential new customers and reports while managing inventory. I also manage procurement processes and relations with more than 10 suppliers, including Fergusson, GEMAIRE, SAEZ Distributors, and FBM Insulation, among others. Finally, I lead a team of 8 staff members to deliver timely services based on customer needs. In general, I am also responsible for hiring, supervising, and training staff Show less



Avantel Limited

• India
• Telecommunications
• 1 - 100 Employee

• Customer Service Manager

  • Mar 2015 - Mar 2016

  WOM acquired Avantel in 2021. Avantel is a telecommunications company that provides cell phone services. As of 2021, the company had close to 2.5 million lines. In 2021, it merged with WOM, a new Chilean operator that aspires to take 20% of the market share by 2026. As Customer Service Manager, I was able to increase customer satisfaction by retaining more than 80% of cancellation letters per month. I achieved sales goals percentage of new lines sold at a minimum of 90% per month. I resolved customer complaints at an outstanding rate while keeping an average of less than 15-min conversations per customer. I established, maintained, and cultivated solid business relationships with new and existing customers. Responsible for a total pool of 100,000 customers. Finally, I closed lucrative sales deals using strong negotiation and persuasion skills with corporate customers who were regular buyers of an average of 10 phone lines. Show less



Interactivo Grupo Marktel

• Colombia
• IT Services and IT Consulting
• 200 - 300 Employee

• Customer Service Manager

  • Apr 2013 - Feb 2015

  When working as Customer Service Manager, I led a team of 350 call center agents. The team answered and managed more than 1.000.000 inbound calls monthly, guaranteeing a waiting time lower than 3 minutes. I was responsible for establishing team priorities and defining schedules. I conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings. Improved performance review rates of all team members to 90%. I also increased client retention by establishing key relationships and touchpoints of cultivation that generated an increase in renewals of 10%. I always maintained positive customer relations by addressing problems head-on and implementing successful corrective actions. Solved over 90% of the customer’s inquiries or complaints. Show less



Alcaldía Distrital de Barranquilla

• Colombia
• Government Administration
• 400 - 500 Employee

• Event Coordinator

  • Feb 2011 - Jun 2012

  BARRANQUILLA’S MAYOR OFFICE - A government entity in charge of serving the community of the fourth biggest city in Colombia. As Events Coordinator, I organized the opening event for the World Sub-20 Soccer Cup with an attendance of more than 50.000 spectators. I overlooked and supervised contracts with more than 700 vendors and suppliers involved in the event's opening ceremony. I managed the planning, logistics, and execution of more than 20 diverse events throughout the year, including the Famous Carnival of Barranquilla and multiple cultural events led by the Mayor’s office. Show less



Telefónica

• Spain
• Telecommunications
• 700 & Above Employee

• Customer Service Manager

  • Jul 1994 - Jun 2008

  As a Customer Service manager for Telefonica-MOVISTAR, led a team of 150, including operations staff, customers care, and sales representatives distributed in different locations in the Northern Colombian provinces while resolving a high number of customer complaints while prioritizing customer satisfaction and loyalty. I successfully managed a pool of approximately 50 corporate customers with more than 80 lines each while maintaining a retention rate of a minimum of 80% of cancellations received and customer satisfaction rates of over 90%. I introduced higher standards for customer service and increased efficiency by streamlining operations. Finally, I successfully led the transfer of customer complaints process from the Legal to the Customer Service Department in five regional offices. Show less