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Network Power<100 people
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💰100%
Investor & VC
💸100%
Marketing
✔️100%
IT
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United States
Work Background
Chr. Hansen Holding A/SMaster Data Specialist
Jul. 2017 - Oct. 2021Bogotá D.C. Area, ColombiaActed as global process centralization POC and SME; created SAP management documentation for material, customer, vendor process flows; collaborated refining existing data matrix per process flow or creating it where missing, standardizing the process flow. Collaborated refining data life cycle process and documentation (create, extend, inactivate, delete) to meet quality and organizational requirements for business notice, approval and data security. Executed daily SAP operations and filtered/relocated out of scope services. Lead process optimization with sales, global logistics, IC pricing, product development, among other business units to comprehend business needs, master data reach/scope and bring to the table the relevant stake holders; contributed to structured frontline process ownership and proactive approach to business requirements, solidified current service catalog. Engaged in SAP rollout project, mapped plant data layout for SAP operations, integrated higher tier process flows related to raw, packaging and semifinished materials for product creation, then created SAP LSMW jobs to mass extend 20k+ data objects which successfully executed in SAP environments. Concluded with delivery of detailed process documentation of plant data layouts, data object matrix mapping and LSMW job how to´s. Engaged in centralization of raw, packaging, semifinished and finished materials process flows; conducted process optimization, global standardization and documentation including data matrix now featuring SAP technical information about field names, tables and structures as contribution to a process automation project. Created web service center based in MS SharePoint where process flows and services were organized and presented for business support, delivered site in accordance with corporate intranet design and brand identity.
Teleperformance ColombiaService Delivery Manager
Dec. 2013 - Nov. 2016Bogotá D.C. Area, ColombiaManager to three lines of business based in Brazil and Colombia oriented to learning, development and licensing market segments across LATAM region and focused on technical and commercial support through chat, IVR, email and forums while acting as direct manager for the team leaders based in both countries driving regional alignment on processes and quality standards. Functions as point of contact for both the internal client and other BPO companies for business intelligence conversations, marketing strategies, tool development/deployment, forecast/volume analysis and KPI delivery. Lead 2 successful efficiency projects driving higher customer satisfaction and cost savings through process simplification and regional alignment which were later replicated in other global regions. Lead cross teams collaboration projects between BPO IT team and internal client IT team to develop new software solutions oriented to operational/customer support and reporting. Successfully launched additional LOBs with Tier 2 and Tier 3 expertise specialized in socialmedia support and technical backend support. Contributed to business growth on different LOBs through process efficiency and quantifiable added value on customer impact and revenue. Ensured green score card on client agreed KPIs during the whole acting period. Awarded as best operational team leader 2014.
SitelTeam Supervisor
Jan. 2013 - Dec. 2013Supervisor to one line of business based in Brazil and Colombia oriented to software learning and development segments across LATAM region and focused on technical and commercial support through chat, IVR, email and forums while acting as team leader and owner of the representative’s development. Functions as point of contact for both the internal client and other BPO Companies for high impacting cases, ongoing projects follow-up and KPI delivery. Supported and drove regional alignment with Brazil based operations through strengthen communication and team work with the Brazilian team Exceeded revenue targets through outbound campaigns influencing product consumption and brand positioning Ensured green score card on client agreed KPIs during the whole acting period
Teleperformance ColombiaTeam Supervisor
Jul. 2010 - Jul. 2012Bogotá D.C. Area, ColombiaAchievements and functions: Supervisor for one line of business oriented to communications solutions market segments across North America region and focused on commercial support through IVR. Functions as point of contact for both the internal client and the BPO Company for high impacting cases, ongoing projects follow-up and owner of the agent´s skill development process.
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