Edson Julian Garay Vasquez Email & Phone Number

San Isidro, Lima, Perú

The position is focused on conducting tests on systems in order to implement new changes in the systems, participating from the proposal of improvement to the implementation in the systems and monitoring of the changes made.- Participation in the implementation of new processes on web and app systems.- Execute testing of changes on web and app systems.- Preparation of user manuals and guidelines for the correct use of the systems.- Regular monitoring and evaluation of the results of the changes.- Preparation of profiles and/or positions for access to web or app systems.- Audit of permissions and access to systems nationwide.- Support and assistance in errors for commercial and B2B systems.- Preparation of mass error reports (Monthly/Annual).- Analysis of common errors and proposal of improvements.- Participation in internal and external audits (OSIPTEL, MINJUS, or other regulatory entities).- Review and approval of new users and channels nationwide.- Coordination with different departments to review pending processes for approval or implementation in systems.- Participation in national meetings on process changes involving branch managers, store managers, and agents.

San Isidro, Lima, Perú

Monitoring the operations of the channels nationwide, detecting possible operational errors and bad practices, and applying corrective actions. Prepare reports and forward information to branch directors and managers.- Responsible for generating service quality reports for the attention channels nationwide.- Responsible for verifying that Quality Indicators, Service Levels, and Attention Levels meet the percentage requested by our clients.- Review of pending reports and recharge base for justified or loyalty cases.- Responsible for implementing digital contracts in sales.- In charge of preparing the error report for the commercial area (sales channels) and subsequent penalties for channels involved in errors.- Analysis of suspicious cases of misuse of the systems.- Analysis of customer satisfaction reports.- Review of frequent inquiries or problems from the attention channels

San Isidro, Lima, Perú

- Elaboration of indicators for NTMS reports and tickets received on a weekly, monthly, and annual basis. - Implementation of new processes to solve the issues received.- Handling calls from Bitel's different customer service channels.- Providing support for issues related to the service and supporting the customer service channels.- Reviewing pending reports and recharge bases for justified or loyalty cases.- Analyzing case studies of issues reported nationwide. - Providing support for corporate channels and customers.

Prolongación Iquitos 2625 Piso 6, Lince - Perú

Preparation of weekly and monthly reports on quality indicators, service and complaints handled. Implement the distribution of the timetable for agents.Supervisor of a team of 20 agents.- Responsible for supervising the service provided by the 123 advisors (Prepaid Service Channel - CLARO PERU), where an analysis or sampling of the number of incoming calls is carried out and alerting the incidents presented by our customers.- Responsible for verifying that the indicators of Quality, Service Levels and Service Levels comply with the percentage requested by our customers.- Review of pending reports and base of recharges founded or loyalty.- Analysis of OSIPTEL-regulated complaints generated by 123 advisors

Prolongación Iquitos 2625 Piso 7, Lince - Perú

Preparation of weekly and monthly reports on indicators of quality, attention and complaints dealt with.attended to. Implement the distribution of the timetable for agents.Supervisor of a team of 20 agents.- Responsible for supervising the attention provided by the 123 advisors (Postpaid attention channel - CLARO PERU), where an analysis or sampling of the number of incoming calls is carried out and alerting the incidents that our customers presented.- Responsible for verifying that the indicators of Quality, Service Levels and Service Levels comply with the percentage requested by our customers.- Review of reports and pending complaints regulated by OSIPTEL generated by the 123 advisors, but which were pending attention or analysis.- Review of the basis for justified or loyalty-based adjustments provided to our customers.

Prolongación Iquitos 2625 Piso 7, Lince - Perú

Analysis of weekly and monthly reports on quality indicators, customer service and complaints handled.Implementation of new quality indicators and TMO of the agents, in order to be able to execute theto attend to our customers' queries, doubts or complaints.Supervisor of a team of 40 supervisors.- Responsible for supervising the attention provided by the 123 advisors (Postpaid attention channel - CLARO PERU), where an analysis or sampling of the number of incoming calls is carried out and alerting the incidents presented by our customers.- Responsible for verifying that the indicators of Quality, Service Levels and Levels of Attention comply according to the indicator provided by OSIPTEL.- Review of reports and pending complaints regulated by OSIPTEL generated by the 123 advisors, but which were pending attention or analysis.- Review of the basis for justified adjustments or for loyalty provided to our customers.- Responsible for verifying the correct management of 123 (Postpaid Service Channel - CLARO PERU), both of the advisors and the Supervisors.- Responsible for verifying that the indicators of Quality, Service Levels and Service Levels comply with the requested percentage, otherwise dialogue with the Coordinators or Operations Managers.- Review and referral of reports and pending claims regulated by OSIPTEL generated by the 123 advisors, but which were pending attention for their corresponding analysis (the basis was referred to the Call Centre managers).- Review of the basis for justified adjustments or loyalty adjustments reviewed by the provider (Call Centre), to derive the amount to be penalised to the company.- Attention of the mails derived by the different channels of attention (Call Center - Center Attention to the Client, etc.), where they requested us some type of information of the campaign of Postpago (Audios).

Prolongación Iquitos 2625 Piso 5, Lince - Perú

Responsable de coordinar y poder derivar las bases de variaciones (Cambio de Plan, Activación/Desactivación de servicios adicionales, etc.), a los asesores para su correcta atención en el servicio móvil, según el ciclo de facturación.Revisión y derivación diaria de los casos del servicio fijo (3 Play, Cable Satelital, Telefonía Pública, etc.).Coordinación con las distintas áreas de CLARO, para poder resolver los problemas con los aplicativos o solicitar el apoyo correspondiente con los casos atípicos.Derivación de las líneas para el correcto proceso de Cancelación, según la fecha solicitada.Atención de los correos derivados por los distintos canales de atención (Call Center – Centro Atención al Cliente, etc.), donde se nos reportaba caso atípicos o pendientes de atención para la regularización correspondiente.Revisión de las bases de ajustes fundados o por fidelización que se le brindaba a nuestros clientes para poder detallar si los montos penalizados eran correctos.Escalonamiento de los casos del servicio de 3Play para la atención según el requerimiento del cliente.

Prolongación Iquitos 2625 Piso 5, Lince - Perú

Responsable de la correcta atención de las bases de variaciones (Cambio de Plan, Activación/Desactivación de servicios adicionales, etc.), donde el promedio por día atendido corresponde a 300 casos.Revisión y atención diaria de los casos del servicio fijo (3 Play, Cable Satelital, Telefonía Pública, etc.).Coordinación con las distintas áreas de CLARO, para poder resolver los problemas con los aplicativos o solicitar el apoyo correspondiente con los casos atípicos.Derivación de las líneas para el correcto proceso de Cancelación, según la fecha solicitada.Reportar al Supervisor responsable de los casos del servicio de 3Play para el escalonamiento del caso y atención según el requerimiento del cliente.

Lince, Lima, Perú

Administración De Negocios Y Marketing

Administración Y Negocios Internacionales