Telefónica ColombiaAssurance / Support / Maintenance B2B Professional
Oct. 2013 - Nov. 2017Bogotá · On-siteLed the relationship within the Networking Area, and responsible for directing information and KPI's (Operative Level Agreements -OLA's) for the Network area, from prioritized corporative incidents. During this relationship, I gathered monitoring platforms for the B2B CallCenter. This strategy allowed us to resolve incidents effectively during the first call with the customers, improving KPIs by 12%. Led, supported, and supervised Key Performance Indicators of Voice products within the B2B (corporative customers) Call Center to achieve goals above 80% of the Service Level Agreements (SLA) contracted with the Company. Fulfilled the goal of 14% designated to the repeated incidents for Voice Services KPIs since August 2017. Achieved by addressing and restructuring strategic parameters for Voice Services within the new CRM for the B2B Call Center. This KPI was not accomplished before in the company.