Lead the budget of the Operation Department (CAD $30MM) and efficiencies● Manage the budget to accomplish the planned savings, reviewing contracts and encouraging the necessary use of resources.● Conduct the bidding process of the document storage provider, which generated savings in 2020 and transformed the process digitally.● Control backlogs and response times by creating different reports, extracting the information from SQL and using Power Query and Power Pivot.● Analyze… Show more Lead the budget of the Operation Department (CAD $30MM) and efficiencies● Manage the budget to accomplish the planned savings, reviewing contracts and encouraging the necessary use of resources.● Conduct the bidding process of the document storage provider, which generated savings in 2020 and transformed the process digitally.● Control backlogs and response times by creating different reports, extracting the information from SQL and using Power Query and Power Pivot.● Analyze different data inconsistencies in the Pension Fund Withdrawal project that helped to pay on time and balance the accounts of the client.● Coordinate the new Provida app UX tests in the operation’s department.● Lead the typing and digitalization of the paperwork for the disability pensions request with a team of 3 employees. Show less

Analyst in the customer technical service in the budget and contract area. - Generated improvements to the audits processes using statistical analysis and creating reports in SQL and Excel - Developed contracts and payment models required for the operation (Call Centers, Outsourcing, Audits) and lead the bidding processes. - Made projections and forecasts - Evaluated business cases for the Technical Customer Support Management

- Defined the SLA per each customer, according to their logistics conditions and the historical shipment data to decrease the complaints for delays.- Tracked customer's shipments, assuring the delivery according to the SLA. - Checked the product’s codes and stock for the upload in SAP, in the implementation of the ERP of the company. - Coordinated the storage and distribution process of the company for all over the country. - Looked for cost efficiencies in the distribution’s… Show more - Defined the SLA per each customer, according to their logistics conditions and the historical shipment data to decrease the complaints for delays.- Tracked customer's shipments, assuring the delivery according to the SLA. - Checked the product’s codes and stock for the upload in SAP, in the implementation of the ERP of the company. - Coordinated the storage and distribution process of the company for all over the country. - Looked for cost efficiencies in the distribution’s processes. Show less

- Designed and implement forecast's models that assure a precision of minimum 90%, guaranteeing service quality, call center service rentability and the correct products distribution.- Made the inbound and outbound calls forecast to define the monthly planification for the Call Center.- Made the sale's forecast (Cellphones, Television Services, Wireless Internet) to define the products's shipments.- Designed an automatized system for the KPI management.- Tracked and follow the… Show more - Designed and implement forecast's models that assure a precision of minimum 90%, guaranteeing service quality, call center service rentability and the correct products distribution.- Made the inbound and outbound calls forecast to define the monthly planification for the Call Center.- Made the sale's forecast (Cellphones, Television Services, Wireless Internet) to define the products's shipments.- Designed an automatized system for the KPI management.- Tracked and follow the management of the call center. Show less