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Work Background
TeleperformanceStrategy Analyst
Jan. 2024Working a a Project Manager. Managing process improvement projects.
TeleperformanceContinuous Improvement & P.E. Senior Analyst
Nov. 2022 - Dec. 2023Worked as Scrum Master.
TeleperformanceMission Controller
Jul. 2021 - Nov. 2022None · RemoteCurrently involved in WFM projects that can bring cost-effective solutions to reduce workforce spending throughout the Middle Americas region. Details: manage various data analysis projects from finish to start. Oversees day-to-day project activities, including management of the internal team and client communication. Skills used: Data analysis. Resource projection Stakeholder management. Clear communication. Handling ambiguous situations. Risk management. Tasks delegation. Work schedule creation. Structured follow-up. Decision making. All things related to Workforce and project management combined with real-time controlling.
AmazonVCSA
Apr. 2021 - Jul. 2021ColombiaAs a VCSA we combine effective problem solving skills including decision making, time management and immediate prioritization of tasks with the ability to approach problems logically and rationally. POC for correcting post-sale customer problems. Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
Identifies customer needs by referring to case notes and examining each as a specific case.
Performs routine call center activities concerning business products and services.
Uses standard scripts and established guidelines and under supervision, to meet SLAs.
Provides customers with information that is specialized.
Communicates in a warm and empathetic manner.
Gathers all necessary information to update the database.
Escalates issues to senior levels, based on complaints or concerns.
Explains company policies to customers.
Performs other duties as assigned.
Complies with all policies and standards.
Accedo Technologies Workforce Real Time Analyst
Nov. 2019 - Feb. 2021BucaramangaTasks: *Manage Real Time exceptions in a large call center/ BO environment *Provide communication to and from Operations and other support departments for escalation of service-impacting issues *Oversee call flow, real time, through workforce management tool (i.e. IEX) and excel inhouse apps. *Monitor intraday call and work volume as compared to forecast. *Completes real time activities related to staffing. *Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvement. *Ensures escalation on large-scale or global technical problems to stakeholders. *Run, interpret and share data and performance results with stakeholders, including standardized reports on a daily, weekly, and monthly basis. *Partner with QA and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality. *Communicate with new hires on schedule process, as needed. *Recognizes and recommends operational and support improvements. *Utilize WFM software to act on staffing needs and optimize schedules *Identify, document, escalate, and communicate significant Real time, Routing and Reporting events to Senior Leadership team. *Communicate the schedules and adjustments on scheduling off-phone and time off requests. As a WFM Real Time Analyst I was responsible for tracking historical call patterns and other business indicators to accurately assist in proper staffing levels to support operational objectives, also to monitoring and managing all intraday protocols, reporting and communications to achieve the business objectives. I was able to combine project management skills with real time management to provide deliverables on agent utilization and other reporting insights.
Accedo TechnologiesSupervisor del servicio de atención al cliente
Jul. 2019 - Nov. 2019ColombiaMI60 - Floor supervisor. As a goal setter individual with a vision on team play collaboration, determination and passion for self and team development, my tasks as a floor supervisor are shown as follows: *Maintains a positive, empathetic and professional attitude toward customers at all times
*Responds promptly to customer inquiries
*Communicates with customers through various channels
*Acknowledges and resolves customer complaints
*Obtains product mastery in order to respond to the customers’ concerns promptly and accordingly
*Processes orders, forms, applications, and requests
*Keeps records of customer interactions, transactions, comments and complaints
*Communicates and coordinates with colleagues as necessary
*Provides feedback on the efficiency of the customer service process
*Provides comprehensive and professional customer support to ensure customer satisfaction
*Order tracking and support to customer inquiries for new and existing orders
*Interact with other areas to find solutions
*Develop positive relationships with customers and administrative personnel
*Verification of product availability
*Establish permanent communication with other areas of the company to solve problems and proposals for improvement to the processes related to the operation of the business.
Coach ColCustomer Success Lead
May. 2019 - Jul. 2020BucaramangaWorking one-on-one with a client base to build a strong relationship and improve client retention and sales growth. Responsibilities: onboarding new customers with necessary product training. Provide ongoing support for the optimization of a business’s performance and productivity. Day-to-day duties: *Improving the efficiency of the program for both the client and my partner.
*Also nurture business relationships to create advocates for continued brand awareness.
*Data analysis to provide feedback to promote sustainable growth as well.
*Creating customer relationships.
*Creating compelling content.
*Gaining constant consume insights.
*Represent the voice of the customer to provide input into every core product, marketing, and sales process
*Monitor customer usage data, health indicators, renewal dates, and growth opportunities and translate them into strategies for success.
*The go-to expert in existing customer data & stories
*Serving as the main point of contact for the customers
*Maintain high levels of customer engagement and satisfaction
*Creating tutorials and knowledge base articles to assist customers in resolving issues independently
*Continually seeks opportunities to increase customer satisfaction and deepen customer relationships
Drive renewal conversations and seek opportunities to upsell products and services to clients Skills: *Empathy for people and clients. Customer-centric mindset.
*Exceptional ability to communicate and foster positive business relationships
*Data-driven, making informed decisions based on key metrics that will not only improve our product but increase impact for clients
*Multi-tasking abilities
*Ability to take ownership and accountability of challenges and workload
*Knowledge of best practices in customer service and retention
*Knowledge of influencer marketing, social commerce, user-generated content
Accedo TechnologiesBilingual Sales Representative
May. 2018 - Jul. 2019ColombiaTasks: *Respond positively to customer’s questions in a timely manner.
*Research complex customer questions thoroughly to provide accurate information and solutions.
*Provide accurate information to the customer, anticipating future concerns and communicating next steps in the process effectively.
*Overcome customer objections via deft communication and de-escalation skills, to solve problems, instill confidence and build client brand-loyalty.
*Engage with other areas of the business as needed to meet customer needs.
*Act on behalf of the customer’s best interest within external and internal teams and operations to ensure the smoothest experience possible for the customer.
*Identify process improvement opportunities to ensure smooth operations for internal processes as well as from customers’ perspective.
*Maintain a positive attitude and support Commitment to Excellence.
*Maintain On-time attendance and schedule adherence.
*Maintain meets or exceeds scorecard rating (engagement, productivity and quality goals).
*Provide on the job training for new employees.
*Helping customers resolve their issues by providing the best tailor-made assistance possible.
EMCALI EICE ESPLíder Retención & Fidelización
Apr. 2015 - Mar. 2018CaliTareas: *Diseño, orden y visualización de datos para mejorar y controlar procesos
*Actualizar permanentemente los datos de los clientes en el CRM asegurando información exacta.
*Identificar argumentos de venta de acuerdo a informes de Benchmark de la competencia.
*Mantener y controlar los indicadores de procesos generados para la compañía, con el fin de garantizar el estándar y el desarrollo de acciones de mejora
*Reunir, analizar e interpretar todos los datos que encomendados por la empresa
*Tomar distintos datos y establecer las relaciones y conexiones entre ellos
*Seguimiento churn rate en centros de atención personalizada de EMCALI EICE.
*Generación y seguimiento de indicadores de gestión.
*Extracción, depuración y modelamiento de varias fuentes de información con el fin de obtener resultados que conduzcan al crecimiento de la compañía.
*Reunir, analizar e interpretar los datos encomendados, extrayendo información que permita el fortalecimiento de la compañía.
*Seguimiento a la operación realizada por el Contact Center a través de indicadores de cumplimiento, responsables de la ejecución de las campañas que soportan el proceso de fidelización y retención.
*Superar las metas de calidad, productividad.
*Generación de informes gerenciales del área de mercado masivo.
*Capacitación a grupos mayores de 10 personas en el área de retención y fidelización.
*Revisar y analizar la información con el fin de dar cumplimiento a cada una de las solicitudes, logrando resultados oportunos y garantizando la precisión en los datos. *Atención personalizada para casos especiales de telecomunicaciones.
*Retención y Fidelización de clientes usando técnicas enfocadas en evitar escalaciones asegurando una experiencia diferencial para los usuarios.
*Trabajo en conjunto con el departamento de Planeación para asegurar el correcto portafolio y entrenamiento de los asociados. Además de otros departamentos.
*Utilizar y actualizar los sistemas de gestión basados en el conocimiento (Wiki)
Los Educadores S.A.S.Asesor comercial
Apr. 2014 - Dec. 2014Bucaramanga, ColombiaVisita comercial a médicos especialistas, IPS, instituciones educativas públicas y privadas, PYMES. SEO, creación de contenido, implementación de CRM.
Damos Soluciones LTDAAsesor comercial Freelance
Mar. 2014 - Jun. 2014Bucaramanga, ColombiaTelemarketing, CRM, SPIN Selling.
UNIVERSIDAD LIBREMonitor
Sep. 2012 - Dec. 2012Cali, ColombiaCapacitación sobre software simulador gerencial a un grupo de 30 estudiantes de Contaduría Pública, que se logró posicionar en el top 5 del ranking de los mejores equipos en manejo de este simulador.
FreelanceSEO Content creator
Jan. 2011 - Jan. 2021ColombiaPerfil: Excelente ortografía para la optimización de contenido, búsqueda de palabras clave, establecimiento y seguimiento de KPI’s. Excelente trabajo en equipo, gran capacidad de análisis, atención al detalle y con perfil creativo. Dominio de Google Search Console, de herramientas SEO para monitoreo, seguimiento, rastreo y auditoría de sitios web, y de herramientas de analítica. Con conocimiento factores de posicionamiento claves y metodologías ágiles. Conocimiento en: *WordPress
*Affiliate Marketing
*On-Page SEO y Off-Page SEO (Linkbuilding)
*Content Marketing
*AB Testing En la capacidad de: *Generar informes de rendimiento para cada uno de los clientes.
*Dirigir las llamadas de estado con los clientes, socios y equipos
*Análisis de investigación de palabras clave
*Optimizar Meta Tags y Textos SEO
*Ejecutar la auditoría general del sitio
*Ejecutar la auditoría de backlinks
*Realización de una auditoría de carga de velocidad del sitio
*Ejecutar auditoría de benchmark
*Generar análisis de menciones no enlazadas
*Proponer formatos de páginas web
*Investigar tendencias
*Proponer formatos de presentación
*Incrementar tráfico web a través de SEO.
*Analizar y mejorar SEO de acuerdo a las políticas internas de la agencia y estándar de la industria. *Generar leads.
*Analizar ratios de conversion.
*Contribuir en la creación y promoción de los distintos proyectos de la agencia o empresa: presentación de ventas, webinars, newsletters y blog.
*Analizar y monitorear en tiempo real los resultados de las diferentes acciones de marketing digital. Habilidades: Orientación al cliente
Trabajo en equipo
Visión empresarial / Liderazgo
Innovación / Creatividad
Capacidad de análisis
Investigación de palabras clave
Conocimiento de herramientas de análisis
Seguimiento de resultados y KPI's
Conocimientos en redacción de textos publicitarios
Experiencia avanzada en Excel.
Jardín PlazaAuditor Comercial
Oct. 2010 - Jan. 2011Audité cierres de caja y otra información.
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