Andrés Mahecha Email & Phone Number

Barranquilla, Co

Barranquilla, Atlántico, Colombia

· Accountable for operational delivery and performance of BPO networking services projects (IT) by complying with SLA´s established in the Statement of work (SOW).· Conducted internal and external MBR and QBR.· Coordinated teams of +100 FTE´s, working remotely in multiple locations (Costa Rica, Philippines, India and Colombia). · Mitigated risks of potential threats, such as impacts on the company´s daily activities and assets by creating business continuity plans (BCP), ensuring the minimum business continuity objective (MBCO%) without exceeding the Recovery time objective (RTO).· Guided the team to achieve and maintain the best NSAT% (95.02%) across four locations in 2024 by implementing ISO and Technology & Services Industry association (TSIA) best practices.· Complied with Business continuity management and information security management systems based on ISO 22301:2019 and ISO 27001:2013.· Walkthrough potential clients in company’s competitive advantages in sales meetings, such as, differentiation, focus, speed, innovation, geographic and customer service· Managed B2B projects with multiple LOB’s and communication channels such as, chat, phone (outbound/inbound), email, backlog cases/tickets. · Collaborated with HR department to perform quarterly R&R programs and to implement a risk mitigation plan to consolidate a culture of occupational safety and health (OSH) in the company, without impacting the service level. · Collaborated with IT, Talent Acquisition, Facilities and HR departments to ensure delivery of 100% onboarding processes within the client’s deadline. · Oversaw headcount and buffer to meet gross margin goals. · Led a project to improve performance of 150+ TAC engineers in 6 geographies (Manila, Costa Rica, Chennai, Bulgaria, Tunisia, and Colombia). · Involved in the Planning and Execution phases of the Global Chat Project for Aruba networks customers by implementing a Failure mode effect analysis https://asp.arubanetworks.com

Barranquilla, Atlántico, Colombia

•Deployed initiatives to excel performance of 340 full time employees during Covid - 19.•Conducted weekly business reviews (WBR) with the client.•Trained the operation in customer-oriented strategies based on Voice of the Customer (VOC), Quality Function deployment (QFD) and Kano model to gain customer´s trust and loyalty.•Implemented a Standard operating procedure (SOP) to mitigate the risk of fraud in the concessions given by Staff and Customer service representatives which decreased in 70% invalid concessions valued in 15.000 USD.•Conducted a root cause analysis (RCA) to reveal the key variables impacting our customer’s satisfaction% (CSAT), First contact resolution% (FCR) and customer service agent´s productivity.•Implemented a sampling plan to meet client´s Q3 audit requirement, delivered 3740 audits in 1 month. •Improved conversion in transactional processes by creating a Deployment Flowchart to identify, understand and correct sources of non-value-added waste.•Created QA scorecards for two lines of business (Customer Service and Customer Protection Team/ Compliance) and channels such as, Phone, Chat, Emails and Backlog cases.•Managed, coached, and motivated a team of Quality analyst and Subject matter experts to reach efficiency and accuracy targets in terms of audits and reports.•Implemented a Poka-Yoke to address internet outages.

Maracaibo, Zulia, Venezuela

Assist the Project Engineer with monitoring the project performance of Villas Asturias project and the Sierra Dorada Building.•Established the total start and end dates of the projects.•Established tasks and subtasks, as well as the expected delivery times for each of them.•Determined the independent and dependent tasks of the project, within stipulated time and quality.•Presented graph of progress of the real project with respect to the planned one in the project cost estimate.•Delivered measurements of project performance in terms of total work done compared to planned work to date.•Calculated and interpret earned value index.

Maracaibo, Zulia, Venezuela

Propose improvement and preventive measures to avoid the devaluation of assets to increase revenue.•Fill out reports of quantity and classification of the gold purchased by jewelers.•Provided training to employees to increase customer satisfaction.•Developed a collections plan for debtors with a past due amount of more than 2 months.•Increase in the client portfolio by 20% in one year (2016-2017).•Trained the personnel in charge in after-sales service.•Generated strategies to increase productivity.

Barranquilla, Atlántico, Colombia

• Comply with quality and customer service metrics (CSAT, DSAT%, FCR%, AHT)• Managed customer queries and requirements to Tracfone users throughout the United States by giving technical support with the signal coverage offered from AT&T, Verizon, and Sprint signal towers, and helping with the requirements of users benefiting from Lifeline, a government program ran by SafeLink Wireless.

Lean Six Sigma Black Belt, Engineering, 100/100

Bachelor Of Engineering - Be, Industrial Engineering, Copnia Certified

Associate'S Degree, Marketing And Sales