Ariel Alejandro B.

Ariel Alejandro B. Email and Phone Number

-Methodical Leader -Performance Coach -Success Enabler @ dropea
Buenos Aires, CABA, AR
Ariel Alejandro B.'s Location
Greater Buenos Aires, Argentina
About Ariel Alejandro B.

I am a Customer Experience Manager at Samsung Electronics with over 20 years of experience in IT and customer service management. My mission is to deliver exceptional customer experiences across multiple channels and countries, using my expertise in CRM, data analysis, improvement planning, and cost reduction.In my current role, I lead the customer experience team for Argentina, Paraguay, and Uruguay, managing all contact points and channels, 25 KPIs, and 251 resources. I also oversee the vendors management, social network contacts management, and system administration. Some of my achievements include implementing SAP modules, improving service levels, reducing dissatisfied customer ratio, and increasing satisfaction score. I use my problem-solving, communication, and leadership skills to empower my team and ensure customer satisfaction and loyalty.

Ariel Alejandro B.'s Current Company Details
dropea

Dropea

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-Methodical Leader -Performance Coach -Success Enabler
Buenos Aires, CABA, AR
Ariel Alejandro B. Work Experience Details
  • Dropea
    Dropea
    Buenos Aires, Caba, Ar
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  • Samsung Electronics
    Customer Experience Manager
    Samsung Electronics Dec 2009 - Sep 2023
    Argentina
    In charge of All Contact points (Contact Center Front Office / BackOffice), all channels (Voice, LiveChat, Email, Whatsapp, SNS)Countries covered: Argentina, Paraguay and UruguayManagement of 25 KPIs (Call Answer Ratio, Service Level, First Call Resolution, Dissatisfied Customer Ratio, VOC ratio, Help Contents Resolution, Satisfaction Score, Claim Case Study as main indicators.251 resources in charge – 2 Contact Centers (Front Office in Mèxico city with 183 Agents, and BackOffice in Argentina with 47 resources)Vendors management (Bidding process, contracts, penalties & compensation plan)Data analysis, improvement plan proposals, cost reduction planSocial Network contacts managementSystem used: GCIC – CS Portal – Qings – SELF – SVOC – SAP – Sprinklr –Avaya platform.Reporting to Top Management, Region and HQBest Employèe 2010/2014/2021
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  • Ge
    It Manager
    Ge Nov 2004 - Nov 2009
    Argentina
    IT Team ManagementFinnancial processes coordination25 resources in charge (direct and indirect)
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  • Megasoft Informática
    It Coordinator
    Megasoft Informática Sep 1999 - Dec 2002
    Argentina
    IT SupportSAP modules implementationHard & Soft implementation and maintennance (Windows Server & Novell network)
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Frequently Asked Questions about Ariel Alejandro B.

What company does Ariel Alejandro B. work for?

Ariel Alejandro B. works for Dropea

What is Ariel Alejandro B.'s role at the current company?

Ariel Alejandro B.'s current role is -Methodical Leader -Performance Coach -Success Enabler.

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