Cesar Bacca Email & Phone Number

Bogotá, Bogota, Co

Bogotá, Capital District, Colombia

• Responsible for planning and end to end of Service Delivery for Global Customers, overseeing service delivery within the business context, identifying customer needs, managing conflict and ensuring the processes of service delivery are carried out efficiently in accordance with the set KPIs.• Identify and determine ways to reduce costs/time without sacrificing customer satisfaction.• Build and own client and stakeholder relationships at all levels (Customer, Service Transition… Show more • Responsible for planning and end to end of Service Delivery for Global Customers, overseeing service delivery within the business context, identifying customer needs, managing conflict and ensuring the processes of service delivery are carried out efficiently in accordance with the set KPIs.• Identify and determine ways to reduce costs/time without sacrificing customer satisfaction.• Build and own client and stakeholder relationships at all levels (Customer, Service Transition, Customer Success, Supplier and Delivery Partners, Market Unit to name a few).• Responsible for matrix management of multi-disciplined resources or teams that are assigned to Service Delivery.• Accountable for the team’s SLA targets & drive team to comply and exceed the service delivery agreements towards customer satisfaction to ensure successful projects. • Responsible to drive and manage the entire account KPIs.• Create required project documentation, statistical analysis, overall account analysis, delivery management and communication plans with internal and external customers streamlining communication within stakeholders and customers in line with the project lean and PM methodologies, acting as the SPOC for the account.• Capacity to train and lead team members to ensure daily operation to achieve business outcome in an orderly fashioned way, managing risks, issues and dependencies during the cycle of service delivery. • Manage the most critical / high-profile / HUB orders,.• Review customer orders, plan and coordinate delivery activities.• Build positive and productive working relationships within customers for business growth.• Analyse and troubleshoot delivery issues in a timely fashion.• Program resource allocations according to delivery requirements.• Accountable for ordering and tracking multiple and complex infrastructure products and services, including but not limited to access and equipment ordering. Show less

Bogota,D.C., Capital District, Colombia

• Responsible for the end to end relationship for both internal and external customers. Take responsibility for service implementation and act as primary interface for customers.• Ensure all KCI (Keep Customer Informed)/KPI (Key Performance Index) are delivered against agreed targets • Manage customer escalations/expedite in line with the escalation/expedite process, provide root cause analysis outcome on failed installs to customer. • Responsible for customer… Show more • Responsible for the end to end relationship for both internal and external customers. Take responsibility for service implementation and act as primary interface for customers.• Ensure all KCI (Keep Customer Informed)/KPI (Key Performance Index) are delivered against agreed targets • Manage customer escalations/expedite in line with the escalation/expedite process, provide root cause analysis outcome on failed installs to customer. • Responsible for customer satisfaction (Net Promotor Score, NPS) measures in relation to the provisioning stages of all orders assigned and managed on behalf of the customer.• Perform order validation with the customer and update order records if necessary.• Act as the single point of contact for all internal and external escalations, expedites and inquiries related to order delivery..• Accountable for ordering and tracking multiple and complex infrastructure products and services.• Coordinate with the central config team to ensure proper configuration is built in time. Show less

Bogota,D.C., Capital District, Colombia

-Administration of the supply chain for the resales handled by the British Telecom across the Americas.-Procurement and management of purchases control.- Supply chain management and design of communication strategies on purchasing updates.- Control for invoicing and billing with providers.

Bogotá D.C. Area, Colombia

Bogotá D.C. Area, Colombia