Experience

Mascotas Latinas (SuperPet.pe y SuperZoo.cl)

• Peru
• Retail
• 200 - 300 Employee

• Subgerente de Contact Center

  • May 2023 - Present



Tu Media Naranja

• Chile
• Business Consulting and Services
• 1 - 100 Employee

• Operations manager

  • May 2021 - Oct 2022



Securitas Direct by Verisure

• Spain
• Consumer Services
• 700 & Above Employee

• Customer Care Manager

  • Sep 2016 - Oct 2020

  Leader of the customer service and retention team, responsible of the phone and digital channels, ensuring the quality of the service and the customer satisfaction, with a team of 50 people. Responsible for collection, analysis and communication of all customer interactions. In charge of preparing and monitoring the budget of $ 35 million pesos per month.• Generating an increase in customer satisfaction with the service channels, from 17% to 35% in a period of 6 months, doing an root cause analysis of the claims and identifying 3 action plans to improve specific processes, leading the company to change practices and promoting a customer centric culture.• Improving customer retention, from 50% to 65% in 3 months, totally redefining the department, changing processes and policies, improving employee profiles, compensation and supervision models.• Led the improvement in employee engagement from 70% to 81% the first year, and 84% the following year, according to WTW measurement, this by building a supervision team with detailed feedback plans, fostering a collaborative and trustworthy work environment.• Led the implementation of the WhatsApp service channel, coordinating all the technological and human resources, to have it operating in 3 months.• Reducing the operating cost of the Contact Center by 44 million pesos per year, making a detailed analysis of demand and adjusting shifts to achieve optimal and efficient coverage. Show less

• Jefe de Producto y Soporte Técnico

  • Apr 2014 - Aug 2016

  Responsible for the technical support service, product development and quality control. Dealing with external suppliers, designing processes, testing new products and technologies, as part of the group's effort to bring new services to the market. In charge of the construction and monitoring of the annual budgets.• Led the implementation of the technical support department, in a period of 1 month, coordinating the implementation of technological tools and suppliers, defining profiles and compensation plans for the agents, designing and refining processes, which meant an improvement of 11% in the customer satisfaction and savings of $ 60 million pesos annually. Show less



Inversiones San Sergio

• Santiago, Región Metropolitana de Santiago, Chile

• Jefe de operaciones

  • May 2013 - Mar 2014

  My main tasks included: ensuring operational continuity, directing the supply of material resources, managing a team of 27 employees across the country. • Start-up of the Los Angeles “Lider” Supermarket parking lot, which in a period of three months began to generate a monthly income of $ 5.3 million pesos. • I also detected opportunities for improvement both in the processes and in the operation procedures of the lots, generating savings of $ 2.5 million pesos per month. My main tasks included: ensuring operational continuity, directing the supply of material resources, managing a team of 27 employees across the country. • Start-up of the Los Angeles “Lider” Supermarket parking lot, which in a period of three months began to generate a monthly income of $ 5.3 million pesos. • I also detected opportunities for improvement both in the processes and in the operation procedures of the lots, generating savings of $ 2.5 million pesos per month.



VTR

• Chile
• Telecommunications
• 700 & Above Employee

• Ingeniero de Proyectos

  • Dec 2010 - Feb 2013

  In charge of the analysis and development of after-sales service processes for the inclusion of mobile services to VTR, considering the experience and service models used in fixed services, in order to maintain a consistent experience.• Responsible for the design and implementation of the fixed/mobile integrated IVR, through the coordination of resources from external providers and the IT and processes departments, which allowed the incorporation of new products easily and transparently, without having a negative impact on experience and satisfaction. of clients. Show less

• Supervisor de Call Center de Servicio al Cliente

  • Jan 2009 - Dec 2010

  In charge of the day-to-day operation of the service and leading a team of up to 20 technical support agents.



Atento

• Spain
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Supervisor de Servicio al Cliente Call Center

  • Oct 2005 - Dec 2008

  n charge of the daily operation of the services for VTR internet and the leadership of a team of up to 30 executives. n charge of the daily operation of the services for VTR internet and the leadership of a team of up to 30 executives.