Andres Lopez Email & Phone Number

Santiago, Santiago Metropolitan Region, Chile

- Managing customers in the US and EMEA.

Community member of Customer Success LATAM

Santiago, Santiago Metropolitan Region, Chile

- Creation and implementation of Customer Journey for the 3 business lines: Standardization of interactions with customers, surveys in key stages NPS and Feedback for improvement, Renewal. - Implementation of Customer Support using Hubspot - Slack - Calendar integration and ticketing system with field visits. CSAT measurement. - Measurement and improvement of KPIs: Time to first response, NPS, CSAT, incident resolution time. - Creation of Knowledge Base in Notion with the documentation of everything built: Flows, Processes, Learning, Training for use in all areas of the company

Las Condes, Región Metropolitana De Santiago, Chile

- Customer management in Mexico, Spain, Peru and Chile. NPS(9-10), Satisfaction and Customer Relationship.- Onboarding, training of +30 Key users and +800 points of sale.-Development of projects that positively impacted productivity in the Operations, Commercial, HR, Finance and IT areas of our clients.- Development and Implementation of Customer Health Index and Customer Success Canvas.

Edmonton

Responsible for leading the sales process and loyalty for B2B and B2C customers, boosting the sales and after-sales process (Consultative Sales)- Established verticals of growth in B2B business for SMEs in the Alberta Province by developing a market research report, which allowed identifying gaps of expansion and segmentation of investments.- Design a price consulting tool achieving shorter times of consulting and improved the communication of information for customers.- Imparted prospective talks of Office and Cybersecurity for B2B and B2C customers, achieving loyalty and new businesses.

Antofagasta, Calama E Iquique

Responsible for directing the operation of 5 retail stores in the Northern Regions of Chile, leading a team of 150 people. Reporting to the CEO.- Within a year, he achieved to increase the gross margin of the stores in 9% by reducing operational costs and controlling expenses based on an 80/20 strategy.- Managed the opening of the second store in Iquique complying with optimum form and schedule.- Led and trained a team of 15 collaborates in Iquique with a focus on Customer Satisfaction.

Antofagasta

Responsible for managing a portfolio of 110 companies in Antofagasta. Reporting to the regional manager.- Led the implementation of the WebPay system in 4 clients.- Achieved growth in my portfolio by acquiring 2 new clients.- Increased Customers Satisfaction Indicators to 90%.

Vitacura De Santiago, Chile

Responsible for commercial and sales strategy. Logistics management in retail, reporting to Key Accounts Manager.- Increased the Service Level from 78% to 90% achieving efficiencies in the sales process and optimizing distribution.- Managed retail stores directly optimizing levels of inventory.- Generated collaboration between commercial team, distribution, and buyers with the objective of improving and maintaining good practices.

Santiago Province, Chile

Santiago Province, Chile

Master Of Science - Ms, Marketing

Ingeniero Comercial, Business, Management, Marketing, And Related Support Services

Degree High School Diploma

Bilingual K-12 Education

Fullstack Developer Javascript, Computer Software Engineering

Bootcamp Fullstack Developer Javascript