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Work Background
Unicity InternationalCustomer Service Manager
Jan. 2023 - Jul. 2024ColombiaSuccessfully achieved annual goals and targets of the CS department, through the development of strategies that aligned with key performance indicators (KPIs), and provided support to the CS operation of other countries like Puerto Rico, Philiphines and United States. Led and nurtured a robust team of over 60+ employees, fostering a culture of accountability and high performance. Spearheaded customer retention initiatives, identifying and adapting plans to meet evolving customer needs, resulting in the increase of monthly suscriptions, reaching on average 35K USD/month. Successfully complied with service level agreements by analyzing QA data and feedback to identify trends, enabling the development of proactive action plans. Designed and delivered CS training for over 60+ representatives, contributing to reducing 14% in customer complaints, keep an abandon rate on the IVR of less than 5% per year and a 5% increase in customer satisfaction, maintaining a CSAT score of 4.8 for eight consecutive months with an average response rate of 40% of 17.000 calls per month. Generated great work enviroment with less 10% agent negative attritions in over 1 year and 7 months, and 90% possitive attritions creating new roles, deparments and LOB's. Conducted analysis of Top Contact Drivers (TCD), behavior patterns, and correlations to propose and implement plans that rectify deviations from operational metrics, incorporating Root Cause Analysis. Reduced operational costs by analizing workforce productivity and implementing strategies that saved up to $650USD per contract per month.
Unicity InternationalDistributor Success Specialist
Jul. 2022 - Jan. 2023ColombiaDelivered specialized coach from growth model, I work closely with our distributors to ensure that they are able to achieve their goals and objectives through measurable processes that align with SMART goals. By leveraging my expertise in this area, I am able to provide our distributors with the guidance and support they need to succeed in a highly competitive market. Coached distributors guiding and empowering them to implement action plans that help them achieve their company targets and grow as a leader within their organizations, helping them earn 10K+ USD/month.
Unicity InternationalMember Success Specialist
Dec. 2021 - Jul. 2022ColombiaEnsured the sucess of our clients/ members by providing constant suppport and business guidance to achieve their personal goals and that resulted in the increase of product usage.
TeleperformanceSales Trainer
May. 2021 - Sep. 2022Distrito Capital, ColombiaDelivered training to over 20+ campains Sales skills and graduate over 300+ Agents in Sales. Specialized in sharing and teaching sales teqniques such as prospecting, lead generation, closing, and NLP (Neuro-Linguistic Programming).
SitelSales And Service Agent
Jan. 2021 - Apr. 2021ColombiaProvided tech support for a communication and internet BPO client. Provided technical assistance and troubleshooting to customers. Exceeded Cross-Selling and Upselling targets, earning bonuses up to $1,500 USD
ConcentrixStaff Back Up Trainer
Jun. 2020 - Jan. 2021ColombiaTrained 100+ Agents for two BPO campaigns in the United States in Colombia. Designed and delivered training on product knowledge, customer service, and sales techniques. Graduated 90+ Agents with positive metrics: AHT 6:30, with a CP60 of 9 Calls Per day, and QA 98%
ConcentrixAgent
Mar. 2019 - Jun. 2020Bogotá, Distrito Capital, ColombiaProvided customer service for two well-known retail service campaigns in the United States. Acomplished KPI´s as CP60 of 13 Calls/day, 100 Average calls/day, QA of 97% with CSAT of 4.8
Hashtag digital creativeFotógrafo
Jan. 2018 - Mar. 2019Bogotá D.C., ColombiaCaptured high-quality images and videos, editing and retouching them for final delivery to the client. Designed and optimized social media material for well recognized bank institutions in Colombia. Created campaings of advertising to increase sales.
Sleep MarketLead Photographer
Jan. 2018 - Dec. 2018Bogotá, Distrito Capital, ColombiaLead photographer of product, also a graphic designer that manages all the social media
CovisualFotografa
May. 2017 - Jan. 2018Bogotá D.C., ColombiaProficient in managing a complete team of photographers skilled in using Canon, Nikon, and Sony cameras. Expertise in designing lighting schemes for both indoor studio settings and outdoor environments.
Colchones ParaisoPublicista Junior
Jun. 2013 - Dec. 2013
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