- Provide excellent consumer service and to promote this idea throughout the whole organization in Latin America. The main goal is to align the processes and systems among the different countries and Electrolux Group brands, in order to increase the consumer satisfaction, loyalty and retention and to meet their expectations.- Drive strategic alignment of consumer strategy with third parties and own staff in the clusters. Influence stakeholders as main representative of the consumer-centric mindset.- Deliver a best-in-class consumer journey, ensuring quality and agility validated through increased NPS in different phases.- Drive cross-functional coordination with key functions. Collaborate with aftermarket, D2C, sales, supply chain, financials, training & service engineering and quality team as applicable.

- Lead and support activities of Warranty Cost Efficiency promoting operational excellence to deliver Consumer journey effortless. - Drive retailer’s assistance interaction about Warranty Process. - Promote culture into the team of cost avoidance into the Warranty Operation with lean initiatives based in C2W Program. - Guarantee Warranty Cost execution according with Budget vs S&OP Cycle to all Product Lines. - Strengthen the engagement program focused in Authorized Service Centers based in meritocracy (Incentives & Penalties). - Coordinate activities of Payments to Service Centers Network. - Manage of centralization of warranty data of all Latin America Markets to report globally the results of SCR (Service Call Rate).

- Lead projects of NPI of Home Appliances and Small appliances products, from the Consumer Care side, supporting Projects Leaders with information on Warranty Cost, Serviceability, Field Test performance and results, Spare Parts List development, and Service Instructions for our Service Center Network (Training and Technical Documentation). - Support in the build of Warranty S&OP of Spare Parts, guarantee the registration of ANC in the system before the product launching (NPI). - Activities related to Field Product Status in order to monitor the failure deviation that impacts the warranty cost, and share the quality issues with the Engineering Teams in our Factories and Suppliers. - Drive Technical forums with the Service Center Technicians in order to cascade the knowledge of main improvements and solutions of Quality into the products.

- Responsible for training administration program of the After Sales Business focused in the services network for Latin America, 7200 users in 40 countries. - Budget Management to training area, Development of suppliers of LMS. Development of digital initiatives in order to get Self-service for customers. Apply SEO campaigns, analysis and web optimization. - Management engagement campaigns in order to promote access to courses and technical contents.

- Responsible for training administration program of the After Sales Business focused in the services network for Latin America, 7200 users in 40 countries. - Budget Management to training area, Development of suppliers of LMS. Development of digital initiatives in order to get Self-service for customers. Apply SEO campaigns, analysis and web optimization. - Management engagement campaigns in order to promote access to courses and technical contents.

- Project Manager for Web Self Service solutions focused in Consumer Care and Consumer Experience 360.- Project Manager of Technical Contents Data Base for LA Region.- Creation of Improvement Plans to engage manpower of Service Centers in order to increase of performance and achieve a KPIs.- Advanced tracking and monitoring of SLA contract with ISP.- Power User Administrator of Learning Managament System and Support for LA (6000 Users)

- Contact Center Supervisor (Focused in Consumer Care, Consumer Satisfaction and Cross-Selling)- Field Test Engineer for products.- Responsable for Quality Certifications of products.- Company representative in Recycling Goverment Programs (ANDI)- Subsidiary Power User of Eluxcity System (CMS and LMS) (500 Users)

- Optimize the Service Network Coverage in Colombia in order to Support Warranty Process.- Monitoring of KPI Evaluation and performance of Service Network. (Incentive & Penalties Programs).- Creation of Service Strategy in order to increase the Customer Satisfaction and Loyalty.- Hiring Process of Service Centers and Monitoring of SLA.- Auditing process of Service Centers (System, Process and Procedures)- Subsidiary Power User Administrator for platforms of CRM (SAP), CRM and , LMS, ERP (SAP). (2000 Users)- Project Leader of Interface System between corporate system (GSPN) and Local system of Service Center. (Implemented in main Cities).- Project Leader of Mobile Apps focused in improved knowledge skills of technicians.

- Optimize the Service Network Coverage in Colombia in order to Support Warranty Process.- Monitoring of KPI Evaluation and performance of Service Network. (Incentive & Penalties Programs).- Creation of Service Strategy in order to increase the Customer Satisfaction and Loyalty.- Hiring Process of Service Centers and Monitoring of SLA.- Auditing process of Service Centers (System, Process and Procedures)- Subsidiary Power User Administrator for platforms of CRM (CS Portal) (2000 Users)- Project Leader of Portability proyect focused in update service orders and access to technical contents through mobile devices (Tablets). (Media focused on Smart Service Solutions).

--> 2008 to 2010- Support of Contact Center Operation. (SLA & Incentive and Penalties Programs).- Leader of implementation of Contact Center process (Standar Global).- Team Leader of Hiring Process.- Monitoring of Contact Center KPIs and actions plans. (SL, ACR, AHT, Turnover Rate).- Power User Subsidiary Administrator of CRM SAP (GCIC). - Power User Subsidiary Administrator of GSPN System.- Power User Subsidiary Administrator of SCMS, Implementation of Self Help Contents focused for End User.--> 2005 to 2008- Trainer of Contact Center of Products, Customer Service and Communications Skills.- Training of Consumer Electronics Products (Home Appliances, IT Products (Printers), Mobile Phones and Audio & Video).- Project Leader of Local Intranet of Contact Center.- System Administrator (Admin Subsidiary) of ERMS.