Luis Carlos Carrillo Email & Phone Number

iVisa simplifies travel for customers around the world by helping them process their visas, registrations, health declarations, and other required travel documents:- Lead the implementation of innovation, technology, automation, and AI projects in the Customer Service team- Manage the area's technological tools (mainly Intercom) to simplify processes and improve customer experience- Act as the project manager for the Customer Service team and collaborate with other areas (Dev… Show more iVisa simplifies travel for customers around the world by helping them process their visas, registrations, health declarations, and other required travel documents:- Lead the implementation of innovation, technology, automation, and AI projects in the Customer Service team- Manage the area's technological tools (mainly Intercom) to simplify processes and improve customer experience- Act as the project manager for the Customer Service team and collaborate with other areas (Dev, Product, Marketing, UX, etc.) to create and implement projects that enhance customer experience and efficiency- Lead data, product, and customer journey analysis to identify tangible opportunities for improving customer experience, internal team processes, and efficiency Show less

Ontop is the best payroll solution for companies that want to expand globally. Through Ontop, companies can hire professionals around the world efficiently and safely, and provide them with all the benefits that Ontop offers as a Fintech.- Lead the Customer Support team to guarantee the best user experience- Define the team's strategy and KPIs, and implement dynamics and initiatives to achieve the defined goals- Create evaluation systems and team culture, guarantee having the best… Show more Ontop is the best payroll solution for companies that want to expand globally. Through Ontop, companies can hire professionals around the world efficiently and safely, and provide them with all the benefits that Ontop offers as a Fintech.- Lead the Customer Support team to guarantee the best user experience- Define the team's strategy and KPIs, and implement dynamics and initiatives to achieve the defined goals- Create evaluation systems and team culture, guarantee having the best profiles and guarantee their motivation and performance- Create and improve CX processes to guarantee efficiencies along with good customer experience Show less

Muni is the app that allows anyone to earn extra money by selling market products of excellent quality and low prices to friends, neighbors and acquaintances.- Creation and leadership of the Quality Assurance and Training teams for CX in Colombia, Brazil and Mexico- Creation and management of the methodologies, tools and dynamics of the Quality Assurance and Training teams for CX in Colombia, Brazil and Mexico- Management and analysis of KPIs and data to identify opportunities for… Show more Muni is the app that allows anyone to earn extra money by selling market products of excellent quality and low prices to friends, neighbors and acquaintances.- Creation and leadership of the Quality Assurance and Training teams for CX in Colombia, Brazil and Mexico- Creation and management of the methodologies, tools and dynamics of the Quality Assurance and Training teams for CX in Colombia, Brazil and Mexico- Management and analysis of KPIs and data to identify opportunities for improvement- Creation and implementation of strategies and projects to improve customer experience and process efficiency Show less

Bogotá, Distrito Capital, Colombia

MercadoLibre is the leading e-commerce company and one of the leading fintech companies in Latin America.- Implementation and execution of Quality dynamics in all external Customer Service BPO teams in Hispanic Latin America- Creation and implementation of strategic initiatives to improve quality and efficiency in processes, as well as user experience- Management of external BPO teams for Hispanic Latin America, leading Managers, Coordinators and Quality Analysts to meet Quality and… Show more MercadoLibre is the leading e-commerce company and one of the leading fintech companies in Latin America.- Implementation and execution of Quality dynamics in all external Customer Service BPO teams in Hispanic Latin America- Creation and implementation of strategic initiatives to improve quality and efficiency in processes, as well as user experience- Management of external BPO teams for Hispanic Latin America, leading Managers, Coordinators and Quality Analysts to meet Quality and Productivity objectives Show less

Bogotá D.C., Colombia

Sodimac Homecenter is one of the main companies in the home improvement market in Colombia and Latin America.- Creation and implementation of strategies to increase sales, improve customer experience and increase efficiency in processes in all stores nationwide- Creation and implementation of digital consulting projects to clients, process automation and reporting in all stores nationwide- Creation, monitoring and management of control boards and KPIs to measure process efficiency… Show more Sodimac Homecenter is one of the main companies in the home improvement market in Colombia and Latin America.- Creation and implementation of strategies to increase sales, improve customer experience and increase efficiency in processes in all stores nationwide- Creation and implementation of digital consulting projects to clients, process automation and reporting in all stores nationwide- Creation, monitoring and management of control boards and KPIs to measure process efficiency and impact of new initiatives- Joint work with all business areas (Commercial, Technology , Marketing, People) to implement transversal improvement projects in the company Show less

Bogotá D.C., Colombia

In September 2019 I was selected to participate in the 1st version of the Talentum Program, an initiative of the Falabella group in Colombia, Chile, Argentina and Peru to encourage collaborative work between the group's companies (Homecenter, Banco Falabella, Falabella Retail, Seguros Falabella , Linio and Mall Plaza). Through this program, I completed an internship at Banco Falabella in the area of ​​Business Intelligence. My functions within the internship were:- Performing A/B testing… Show more In September 2019 I was selected to participate in the 1st version of the Talentum Program, an initiative of the Falabella group in Colombia, Chile, Argentina and Peru to encourage collaborative work between the group's companies (Homecenter, Banco Falabella, Falabella Retail, Seguros Falabella , Linio and Mall Plaza). Through this program, I completed an internship at Banco Falabella in the area of ​​Business Intelligence. My functions within the internship were:- Performing A/B testing Incentive testing on different customer segments to increase the use and activation of the Bank's products- Analyze historical behavior and customer trends to identify future activation opportunities- In conjunction with the Commercial and Allied areas, design and propose new incentive strategies/campaigns to increase customer use and activation Show less

Bogotá D.C., Colombia

StudNet is the platform that connects college students and recent graduates with companies and professionals that require their talent for jobs, internships and projects. As Head of Operations, my functions were:- Creation and management of the online system and automated platform that allows companies to publish offers and receive applications from students in real time- Creation and implementation of improvements to the business model and platform monetization scheme- Creation and… Show more StudNet is the platform that connects college students and recent graduates with companies and professionals that require their talent for jobs, internships and projects. As Head of Operations, my functions were:- Creation and management of the online system and automated platform that allows companies to publish offers and receive applications from students in real time- Creation and implementation of improvements to the business model and platform monetization scheme- Creation and measurement of strategic indicators and KPIs to monitor the performance of the operation- Creation, execution and measurement of digital and offline marketing campaigns to acquire new users (+17,000 registered users)- Creation and execution of selection processes (acquisition of candidates, tests and assessments) to recruit new team members- Management, monitoring and analysis of user database to identify profiles, trends and behaviors Show less

Bogotá D.C., Colombia

Prospecta (currently part of A.T. Kearney) is a consulting firm with emphasis on strategy, new market entry and corporate governance.- In the Strategy area, I participated in the development of strategic indicators for corporations from different industries in Colombia and LATAM, in the development of corporate strategy under the Balanced ScoreCard (BSC) methodology and in the development of strategic customer segmentation- In In the area of ​​Entry into new markets, I carried out… Show more Prospecta (currently part of A.T. Kearney) is a consulting firm with emphasis on strategy, new market entry and corporate governance.- In the Strategy area, I participated in the development of strategic indicators for corporations from different industries in Colombia and LATAM, in the development of corporate strategy under the Balanced ScoreCard (BSC) methodology and in the development of strategic customer segmentation- In In the area of ​​Entry into new markets, I carried out projects to identify main players and trends for different industries in Colombia and LATAM, as well as market entry opportunities based on the analysis of industry data (Consumption, imports, exports, sales and market share)- In the Corporate Governance area, I participated in performance evaluations of Boards of Directors of the main sales companies in Colombia and Peru, according to the best international Government practices. Likewise, I designed automated digital tools for the evaluation of the performance of Boards of Directors, and participated in the preparation of documents such as profiles of Board members, Board Regulations and Codes of Ethics based on Benchmarks of leading companies worldwide. Show less

Bogotá D.C., Colombia

Saeta is a Colombian company dedicated to the manufacturing and distribution of uniforms and sporting goods. As a Marketing and Sales Analyst, my functions were:- Evaluation and logistical support to achieve sponsorships for the Colombian squash and bowling leagues, as well as the Haitian soccer team- Preparation of budgets, logistics and coordination of permits with the Institute Recreation and Sports District (IDRD) for the operation of the Saeta FSC professional micro-football team… Show more Saeta is a Colombian company dedicated to the manufacturing and distribution of uniforms and sporting goods. As a Marketing and Sales Analyst, my functions were:- Evaluation and logistical support to achieve sponsorships for the Colombian squash and bowling leagues, as well as the Haitian soccer team- Preparation of budgets, logistics and coordination of permits with the Institute Recreation and Sports District (IDRD) for the operation of the Saeta FSC professional micro-football team in the Postobón League- Search for new alliances and strategies to increase sales and brand recognition Show less

Bachelor Of Business Administration (Bba), Business Administration And Management, General

Fullstack Web Developer, Software Development

Bachelor Of Business Administration (Bba), Administración Y Gestión De Empresas, General

Agile Course: Agile Project Management With Scrum, Kanban And Lean, Business Management

Project Management Course: A Comprehensive Approach, Business Management