In charge of leading the IT processes such as Infrastructure, Telecommunications, Service support, Cyber security, and Applications support.

Leading a team of 250+ people, running customer service and sales operations for nearshore clients through multiple channels such as voice, email, and chat.Monthly invoicing budget: US$350k.

In charge of monitoring and guarantying operational processes harmonization, documentation, and improvement.Lead the Operational Risk Management System and follow up on the improvement strategies to minimize risk impacts.Lead and monitor internal investigations related to fraud cases identified.Manage and control the Business Continuity Plan (BCP).

• Consultancy services in designing and improving processes, logistics, procurement, and inventory management.• KPIs dashboards designing.• Information systems implementation and usage improvement.• Processes design, document control, and payroll novelties system implementation.

• In charge of the technical support and cross-selling operations for Comcast CHSI+CDV (Internet and Digital Voice), leading the operational processes according to the customer guidelines and achieving the KPIs goals established in the contract such as first call resolution, sales per hour, truck roll reductions, customer satisfaction among others.• Led the following team: 2 Operations Managers and 14 supervisors, 1 sales auditor, 1 QA Manager and 8 QA Analysts, 1 Training Manager and 8 Trainers, 1 Workforce Analyst and 4 Specialists, and 250 customer service agents.• Monthly revenue: U$450.000.

• In charge of the commercial and operational management of the international operations in Bogotá (Allconnect, Miami Herald, Bayer Health Care, Remark), and their customer service, telesales, technical support (Bayer´s medical devices), and back-office programs (AT&T, Cable, and Phone orders entry), in English, Spanish and French. • Responsible for the growth and profitability of these customers, as well as for getting their satisfaction in terms of quality and efficiency, reaching the service level agreements. • I was able to increase the company´s income, passing from 1 million dollars per year up to 1,9 Million dollars yearly, mainly by adding new services such as Customer Service and Back Office operations, as well as temporary outbound campaigns.• Team: 1 Chief Operating, 6 Supervisors, and 120 CSRs • Sales budget: US1.9 million per year.

• Reporting to Country Manager and leading three staff members in a direct line and 20 staff members in a dotted line.• Maintaining the quality system and ISO certification• The whole company processes improvement and standardization, according to head office guidelines.• Design and implement customer operations according to the service offered in the sales process to the main customers (Ie. Bonlam Andina Ltda, Tecnofarma S.A., 3M Colombia S.A.).• Main achievements: Aligned Colombia’s organization to the head office systems and norms, by implementing the regional and global systems of finance, customs, international transport, and warehousing. Improvement of productivity levels mainly in the areas of international transport and customs.

• Key Account Manager – Comcel. July 2003 - November 2003.• Design and Implementation Leader Analyst (Projects area) – Bogotá. November 2002 – June 2003Design and Implementation Analyst (Projects area). July 2000 – October 2002