Creator of La Celia, it is a Beach House that can host friends and family to share together big events in a sophisticated place by the beach located between Barranquilla and Cartagena.

Responsible for defining, planning, and implementing the Customer Experience Strategy. Directing the global B2C Omnichannel operations and defining action plans to prevent risks and correct deviations. Promoting a Customer-Centric Culture. Lead the transformation and continuous improvement of our CS People, Processes, and Technologies. Implementation of Conversational AI and Generative AI. Proficiency in Zendesk and Salesforce

Responsible for the Contact Center for the Americas's daily activities and ensuring KPIs are met. KPIs measured include Service Levels, Abandonment Rate, Customer Satisfaction, and Answer Time. I lead, train, and develop the contact center staff for B2C and B2B. Working closely with Commercial, sales Associates, Consumers, Distribution Partners, Marketing, Product Engineering, and other internal partners to provide world-class service. I developed mentors and grew the Customer Service team to support ever-changing business needs. I also managed SAP, Salesforce, Zendesk, and Five9 for the Contact Center.

• Led the development of the project for the optimization of the PCC’s operation (Petitions, Complaints and Claims).• Responsible for managing the operation of PCC’s for the Institutional Delagate, ensuring timely and quality responses in accordance with the requirements of the law.• Redesigned and implemented the PCC’s Operating Model according to the Delegate's requirements, current regulations and the sector expectations.• Redesigned the technological model for the Management of PCC’s and developed an operational prototype of the application.• Raised and documented the business intelligence model to support decision making and continuous improvement of the Delegate's processes.• Personnel administration in charge.• Presentation of results reports and KPI’s using BI tools.Achievements: Implementation of the PCC’s classification and processing system with an 80% improvement in response times.

• Ensured supply chain of the merchandise defined in the national and international portfolio, at the lowest possible cost, complying with the budgets of inventory days and sold out indicator, ensuring availability for sale.• Operated national and international logistics for the receipt of products.• Managed the production capacity of suppliers.• Functional Consultant in the implementation of the SAP MM Retail ModuleAchievements: Reduction of import surcharges by 50% optimizing the capacity of the operation.

• Led the strategy and operation of the company's Customer Service in Colombia and Panama.• Managed the areas of the Contact Center, Face-to-Face, Digital and Written Media, Warranty and Assembling Technicians.• Operated the Logistics of Repairing Workshops.• Ensured the systemic reduction of the PCC’s indicators and their timely solution.• Promoted and guided a strategic culture of service and a CRM philosophy in the Organization that ensures a satisfactory customer experience. Orient the areas, by identifying their improvement opportunities, with proposals to optimize the quality of the service.Achievements: Winning the 2016 Portfolio Award Customer Service Category; Reducing service complaints by 60 percent and product claims by 40% in two years while increasing customer satisfaction levels from 60 percent to 90 percent and reducing average service costs by 30%.

• Led the development of the company's strategic analysis to facilitate the formulation and adaptation of strategies for organizational and environmental changes.• Optimize the adaptability of the structure and processes to the defined strategies, ensuring an efficient evaluation of management results.• Led the Strategic Committees to evaluate the progress of projects, processes, policies and procedures identifying opportunities that contribute to the corporate and competitive strategy.• Consultancy in the implementation of the Strategic Planning Methodology of the multinational in strategy THE BREAKTHROUGH and the methodology of continuous improvement and productivity with London Consulting Group. I was also the Representative for the Quality Management System.Achievements: Redefinition of the Corporate and Competitive Strategy. Compliance with the strategic objectives set by the organization, implementation of the first ISO 9001 Quality management system in 2010 and achieving Certification with Bureau Veritas.

Managed multi-channel customer service operations to address PQRs (Inquiries, Complaints, Claims), enhance satisfaction, and drive process improvements. Led technical warranty and product assembly teams, overseeing Contact Center and face-to-face operations while fostering a customer-focused service culture.• Organized the Service Centers and Customer Service Team. Set the capacity to attend incoming volume.• Reduce Product Replacement from 30% to 10%.

• Managed the customer database and managed customer relationship strategies to encourage sales.• Led and executed pilot projects for continuous improvement in the areas of Credit, Portfolio, Legal, and Relational Marketing.• Achievements: Creation of the credit factory with a 70% reduction in approval time in 4 months; increasing the approval percentage from 40% to 70%; increasing the collection of client portfolio in a pre-legal state by 20%; increased sales of gold clients to 150% in three months. Data mining expert with Oracle Business and Oracle Discoverer, also as a facilitator.