Experience

Call Center

• Consumer Services
• 700 & Above Employee

• Customer Services Manager - Remote

  • Jan 2022 - Present

  Wecall4u Wecall4u



Businnes Development Operations (BDO)

• Santiago de Cali, Valle del Cauca, Colombia

• Customer Services Manager

  • Sep 2017 - Jan 2023

  Purpose: Implementation, development and improvement of the Customer Service Department for the Global Itrader Company for Latin America Countries (Mexico, Argentina, Chile, Peru, Ecuador, Uruguay) Achivements: Documentation and application of the customer service procceses from the Europe business to the Latin America Business adapting the stakeholders and services level agreement to the new business. Recruitment, Training and coaching to CSR team with Customer Service processes and CRM system. Dayly - Monthly - Quater atention and follow up to the Service levels, First Call resolution, and Voice of the client for the customer service Campaign. Crosselling strategies in order to achieve sales goals for the Latin american Office. Quality monitoring to the CSR, on site, side to side and coaching in order to improve performance in customer service soft skills.



Dr. Salomon López Cosmetic Surgery Center

• Cali

• Customer Service Manager

  • Jul 2015 - Jul 2017

  Purpose: Implementation, documentation and systematization of pre- and post-quirurgic processes; CRM, follow app appointments and proactive management of expected results. Establishment of commercial agreements with health care entities and cooperatives to manage funding and find new patients. Deal with suppliers and negotiate discounts based on early payments and large volumen to benefit income. I was the leader on social media inclusion, image improvement online with the purpose of advertise our brand, get new clients and maintain patient loyalty. A strategy of benefiting patients that bring referees to increase the number of new patients and former patient come back to get other surgeries or services based on the economic benefits earned.



Directv - Telecenter Panamericana

• Cali

• Regional Customer Service Manager

  • Aug 2010 - Jul 2015

  Customer Services Manager - Argentina y Uruguay. Purpose: Lead and guarantee exceptional performance of all our services including planning, development and implementation of designated campaigns, fulfillment of strategic services and customer service indicators. Fifteen Team leaders and four hundred CSR under my supervision. Achievements: In 2011, I was promoted to be the Customer Service Manager, one year after starting in the company as a supervisor. During 2013 and 2015, we achieved a sustained improvement in the fulfillment of the Key performance indicator Voice of the customer - Problem resolved for the customer service campaign from 75% to 90%. During the same years a sustained improvement was achieved in the fulfillment of the Key performance indicator Voice of the customer - Overall satisfaction indication from 80 to 95%. Development and implementation of customer service strategies to achieve the key objectives of our brand. Give me your best call! WOW experiences and stories to generate closeness and loyalty among clients and CSR. Telecenter summer activities during high demand seasons. It was achieved a 98% update on company policies among employees, 88 to 95% fulfillment in the process of high impact known as costumer optimization.



avianca

• Colombia
• Airlines and Aviation
• 700 & Above Employee

• Baggage Services Manager

  • Aug 2005 - Apr 2010

  Purpose: Plan, execute and verify one on one services with clients carrying luggage through the airport Alfonso Bonilla Aragón, by controlling and following up ground providers and regulations and customer service policies, management of indicators and procedures of the airline with the help of the 27 assistants and third-party providers Achievements: During 2007 and 2010, we achieved a sustained improvement in the delivery delayed indicators from 1.67 to 0.76 bags delayed for every 1000 bags transported. 102% objective achievement. Educated and named internal auditor in the ground baggage processes by the Berau Veritas entity, in the IATA certification section . Design, development and implementation of strategies and services to guarantee the achievement of the company goals and IATA regulations. Counter online closures to guarantee every bag travels with their owner. Information and training campaigns for travelers about compensation procedures, rigths and responsibilities in case of lost baggage situations. Contingency plans between areas during high demand season in order to minimize the impact of delayed baggage delivery and traveler compensation.



Corporacion Biotec

• CIAT

• Administrative Office Assistant

  • Mar 2003 - Aug 2004

  Purpose: Perfom and improve the administrative tasks of the office, assigned by the Principal Director. Achivements: Significant reduction in the cost of the office supplies and transportation costs due to the proper negotiation with the supliers. I implemented the 5S strategy in the office every three months looking foward to obtain aditional income from the selling of the unused inventory. Implementation and improvement of the process involved with paralegal payments and the third party company.



Almacenes Exito

• Cali

• Retail Cashier

  • Jun 2001 - Sep 2003

  Purpose: Front line customer service attention, register and deliver products, cash manage everyday. • Cash manage, bills and pre paid operations. • Retail sales and post paid checks validation with the banks. Purpose: Front line customer service attention, register and deliver products, cash manage everyday. • Cash manage, bills and pre paid operations. • Retail sales and post paid checks validation with the banks.