Andrea Carolina Acosta Ducon Email & Phone Number

Colombia

Responsible for managing and optimizing the global support team (covering LATAM, Europe, and Brazil), and developing tools and processes for customer training through digital content.- Led the improvement of CSAT support, increasing satisfaction from 6% to 85%.- Managed, optimized, and automated Jira projects, including the creation of Jira-Slack integrations and the administration of Status Page.- Designed communication and training strategies for customers by developing a comprehensive customer knowledge base and informative email campaigns.- Created and designed the onboarding process for the support team, ensuring optimized processes and enhanced team knowledge.- Documented support procedures to provide timely solutions for customer configuration and operational issues.- Implemented WhatsApp integration with Jira for incident and configuration management for customers.15 people in charge

Bogotá, Distrito Capital, Colombia

Responsible for the management and optimization of support and training to allies in the 9 countries.- Responsible for evaluating and managing the necessary improvements for partner operations on the Mi tienda and App Shopper platforms.- Responsible for managing and improving the CSAT and NPS (achieving CSAT 10% to 70%, achieving NPS 5% to 40%)- Responsible for the training of both new and old allies.- Responsible for the documentation of the support team to provide timely solutions to partners in configuration issues, live orders and payments.6 people in charge

Bogota, D.C., Departamento Bogotá Distrito Capital - Departamento, Colômbia

Responsible for allied support management.- Responsible for automating solutions for allies in a timely and practical manner- Responsible for the creation and definition of the BOT to respond to allies- Responsible for the management and improvement of CSAT Support, achieving 10% to 70%- Responsible for the documentation of the support team to provide solutions to partners in a timely manner.4 people in charge

Bogotá, Distrito Capital, Colombia

Responsible for the catalog area, the promotions area, the Stores area and the BPO team for the company's products.- I was in charge of the operation of the creation and updating of the catalog, promotions and stores in the App in 9 countries for E-commerce and CPGs- Achieve the optimization and standardization of product creation and update times, achieving a 75% improvement.- Optimize 33% of the jobs focused on continuous improvement and define productivity metrics (from 50 jobs to 12 jobs)- Lead mid-level and professional staff on configuration issues20 people in charge

Bogotá D.C., Colombia

Responsible for leading and executing improvement projects for transversal processes of the supply chain and the company, Responsible for the company's Coding team.- Led and implemented improvement projects for the planning area of "Distribution Resource Planning" (DRP) for Colombia, Mexico, Ecuador.- Led the ERP unification project of the DRP, MRP and MPS cycle of all the company's plants in Colombia and Ecuador.- I designed and implemented tools and indicators for the improvement and control of the delivery of finished product in the production plants.- I led mid-level staff, focused on ERP parameterization issues and ERP software support in purchasing and planning.2 people in charge

Bogotá D.C., Colombia

Responsible for leading and executing improvement projects for transversal manufacturing processes.- I carried out the definition, standardization, implementation and training of the new ERP (QAD) in the manufacturing area.- Implemented and standardized the WMS (JDA) in the production area.- Managed the production documentation management system.-Developed and optimized projects for continuous improvement in production processes through LEAN, CAP-DO, VSM methodology.- Managed to design and implement tools to improve the operation in Quala's production plants.- Managed recognition programs and production management indicators.- I managed to implement projects to monitor productivity indicators (Efficiency, Productivity, Waste).

Bogotá D.C., Colombia

Responsible for leading and executing improvement projects for transversal processes in the company, Responsible for the improvement area of the company.- I carried out the gathering of information and improvement of productive operations standards in all the productive lines, documented the quality management system of the area- Execute the analysis and information gathering for the implementation of the new ERP (ORACLE).- I was in charge of managing the area's documentary management system.- Developed projects to improve production processes through the implementation of Kaizen, 5's, TPM, reducing transformation costs.- I led professional and medium staff, in the area of continuous improvement.5 people in charge

Bogotá, Distrito Capital, Colombia

Responsible for monitoring the 5 production lines of hydrogenation, fragmentation and refinery, seeking to improve production efficiency.- I managed the parameterization and documentation of the production lines in the quality management system of the manufacturing area.- I made the tools for the management and control of raw material inventories.- Made tools to improve the calculation of production costs and manufacturing times supported by Kaizen methodologies.

Maestria, Supply Chain Management, 4,7

Especialización, Gerencia De Proyectos, 4,8

Ingenieria Quimica, 4,5

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