Adiel Carrascal Email & Phone Number

Barranquilla, Atlántico, Colombia

• 100% Set up of the Operational center in BAQ, with KPIs over-executed in the 1st 8 months. • Provided top quality control to effectively eliminate downtime in 7% and maximize revenue.• 42% improvement of Cost per scan efficiency by compliance at 0.17 Cents, Quality at 99.3%, AHT of 65 sec• Reduced payroll costs by 15% while achieving optimal productivity in the 1st year.• Over 90% productivity on a Yearly Basis by creating a follow up coaching structure.• Over 5,400 effective follow-up interactions with the Operations team by Designing, Planning and Executing of Operational Dashboards• 100% implementation of WFH (Work from Home)/ WFO strategy of BAQ center.• Led 100% the Global WFH project for BAQ by coordinating all of the departments involved in the decision (IT, Admin, HR, OPS, QA, Training, PCI compliance)• Absorbed 56% of global BO Volumes with 28% resources overall Global operation by enhancing productivity strategy (India Centers Closures)• Managed 100% cross training Strategy across JUMIO centers in all LOBs for al the Agents.• Coached and trained 100% of team members in Leadership and onboarding Course of their task and all of the OPS structure.• Implemented 30% Growth capillarity by setting up of Testing, DV and MLT LOBs in BAQ.• 5% AHT improvement rate in 5 sec per year until 2023.• Overall YoY Quality accomplishment of 98.6% in Pandemic (2020-2021) and 99.7% over-execution in WFO format.• Oversaw financial management activities, including budget management, accounting and payroll.• Hired and evaluated associates and management staff.• Boosted operational efficiencies through forecasting and budget management.

Barranquilla, Atlántico, Colombia

• 11.2% over execution in service for US and CAN Development of sales strategy of the PCC lines and in Premium service of 10%. • 90%. Customer Satisfaction (CSAT) by Creation and implementation of service structure for Greyhound Company.• Reduced cost per customer call by 66.5% and cost per sale at 20.1% • Increase by 17% net billing per hour of customer service lines, • Increased of of 4.3% Back Office Revenue Share • Reduction of response times of Back Office parts by 22.5%• Management of administrative and operative multi-area personnel.• Monthly campaign cost, budget monitoring and Operational billing

Área Metropolitana De Barranquilla

• 92% effectiveness in debt recovery by developing of portfolio strategies.• Administration of 25 commercial positions in real estate sectors of the city.• Management of administrative personnel and general services.• Cost management and annual and monthly budget of over $1.2 Mill.• Development and implementation of commercial structures in the business• Expanded market share by executing successful sales strategies capitalizing on current conditions.• Communicated with owners regarding home and loan status.• Improved profits, negotiating and authoring contracts and leases for buildings and housing properties.

Barranquilla, Atlántico, Colombia

SENA- CENTER OF COMMERCE AND SERVICE• Prepare, design curricular programs and material focused on the teachings of the objectives of the course.• Teach students using practical demonstrations, group discussions, workshops and seminars.• Practical development of knowledge and Coaching in the field of work of advisors and students of the course.• Design and implementation of marketing tools, sales and management indicators.• Participate in technical committees of curricular design, budget, entry requirements and certification.• Prepare, apply and qualify tests and exposures to evaluate the student's progress.

Área Metropolitana De Barranquilla

• Over 1000 trainees in 3 years by generating training induction courses, sales and customer service, based on the Contact and Call Center products.• 6 Project Programs designed and implemented for training based on the needs of the company's clients (Sales/GPX-GCX/Customer service/Back Office/ Bus drivers/premium transportation).• Generation of evaluation and measurement of performance metrics of the CSRs in induction process and product training, assuring an adequate Process knowledge implementation by the groups where it is carried out.• Incremented yearly Budget efficiency in 12% by implementing Offimatic solutions ( engagement Ppts, Excel dashboards)• incremented Practice training time and shortened learning curve in 4 weeks• Development of a strategic plan to meet the company's objectives and Area KPIs.

Área Metropolitana De Barranquilla

• Reception of calls and handling of adequate information about the policies and procedures of the sales and customer service programs, using advanced technological equipment.• Management of telemarketing and customer service campaigns for the transportation company between cities in the US, "GREYHOUND" and the largest Latin American tele-sales company in the United States and the Caribbean, "SHOPLATINO TV".

Certificate Of Higher Education: Specialization In Management Of Commercial Companies, Administration And Management

Certificate Of Higher Education: Social Mass Communication And Journalism, Mass Media Adminitration Companies

Certificate Of Higher Education: Lean Six Sigma Yellow Belt, Business And Project Administration

Certificate Of Higher Education: Minor In Organizational Communication (Business Administration), Business Administration

Diplomacy In Basic Admin Finances For Non Finnacial Employees, Business Administration