Experience

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  HELUKABEL GmbH

  • Bogotá, Distrito Capital, Colombia

  • Financial & Administrative Manager

    • Nov 2023 - Present
    • Bogotá, Distrito Capital, Colombia

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  3Shape

  • Bogotá, Distrito Capital, Colombia

  • Customer Support & Business Operations Manager

    • May 2021 - Jul 2023
    • Bogotá, Distrito Capital, Colombia

    Responsible for running the local entity in compliance of local regulations and corporate guidelines. Developing and implementing a new business management system within the local entity to enable the business to scale for continued growth, starting with 45 employees in 2021 and now a days over 130 and continue growing.Lead the administrative team, including facilities, finance, taxes, P&O, OHS, IT, etc acting as legal representative. Responsible for Customer Care team it’s daily delivery operations and the P&L for North America region - Leading a team of 90 people. Creating a best-in-class support organization through trainings, people development initiatives and ongoing recruitment resulting in an tNPS over 80 and ACR and SL on target.

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  GE Healthcare

  • United States
  • Hospitals and Health Care
  • 700 & Above Employee

  • Service Center Leader

    • Apr 2019 - May 2021

    Responsible for the implementation and management of the Customer Service Center (SCS) guaranteeing a highly personalized attention based on Service 4.0 model, being the only portal of all services activities. Call flow management with proper response time to customer, during the first year of operation, handling of over 64.400 calls with a response time reduction of 55%. Responsible for guaranteeing the tNPS surveys are done for corrective service (3.369 surveys done with result of 90% by end 2Q 2020). Over 5968 corrective cases and 3735 preventive cases successfully schedule and performed.

  • Customer Advocacy Leader - CALA Region

    • Oct 2014 - Apr 2019

    Responsible for escalation process of customer dissatisfaction cases in the Region of CALA (24 countries) in both direct and indirect operation (38 Distributors). 80% of the cases related to technical escalations associated with diagnostic problems of systems on the field.Through experience, leadership by influence and networking skills, implementation of solutions across functional areas, showing customer orientation as same as ability to deliver results in an uncertain enviroment.

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  GE

  • Inside Sales

    • Oct 2010 - Sep 2014

    Responsible for the relationship with customers in the central area of the country, who represent 40% of the total sales of the unit, generating confidence and a long term relationship. Gathering information, understanding of customer needs and delivery of final comercial offers to customers in Colombia and Ecuador. Sales growth of 5.12%. Commercial leader for the Signage business line. Succesful re-launch of the line within 100% of target customers and a growth in sales 2012-2013 of 91%.* GE Women’s Network Leader. GE International Inc Suc. Colombia. 2011-2013* GE Volunteers Committee. GE International Inc Suc. Colombia Board Member 2010 - 2012

  • Logistics Coordinator

    • Oct 2006 - Oct 2010

    Responsible for the procurement forecasts to guarantee local warehouse inventory levels according with market dynamics and financial expectations of working capital. Negotiate freight and customs brokerage rates with the logistic operator, to ensure competitive rates and reduce costs of the inventory. Supervise the efficiency on the customs clearance process to guarantee product availability. Consolidate the sales information in order to verify the sales goals. * EHS Committee. GE International Inc Suc. Colombia Board Member 2010-2011* Junior Achievement Colombia. 3rd Grade voluntary. October 2007. 4to. Grade in February 2008.

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  Wyeth Animal Health

  • Bogotá D.C., Colombia

  • Administrave Coordinator

    • Mar 2005 - Oct 2006
    • Bogotá D.C., Colombia

    Monitoring and reviewing sales and inventory levels. Responsible for the production forecast for the plants, supervise the shipping and custom clearance process and inventory control in warehouses. Gather the necessary information and consolidate it, producing managerial reports such as: Product Market Share, Performance Products, Monthly Report of Activities of the Department, Monthly Reports, among others.* Communications Committee. Board member. Wyeth Laboratories. 2005-2006

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  ISATECH CORP - Asia Products

  • Bogotá D.C., Colombia

  • Administrative, Finance and Logistics Manager

    • Dec 2002 - Dec 2004
    • Bogotá D.C., Colombia

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  Shell

  • Bogotá D.C., Colombia

  • Comercial Sales Assistant - Intern

    • Jan 2002 - Aug 2002
    • Bogotá D.C., Colombia