María Paula Millan Email & Phone Number

Brazil/Europe

Latam

Latam

-Redesigned and implemented new process flows for outsourced support team in Latin America (spanish speaking and portuguese) in order to: Identify typifications for which the partners came to support, resolution times for each of the typifications, type of solutions offered by each typification. All of the above improved partner experience (NPS) from 6 to 30 in 3 months. -Designed and automated support channels to reduce the resolution time in processes that were 100% operational and… Show more -Redesigned and implemented new process flows for outsourced support team in Latin America (spanish speaking and portuguese) in order to: Identify typifications for which the partners came to support, resolution times for each of the typifications, type of solutions offered by each typification. All of the above improved partner experience (NPS) from 6 to 30 in 3 months. -Designed and automated support channels to reduce the resolution time in processes that were 100% operational and executed by people, converting resolutions flows from 55 min to 8 min. -Developed new tools that facilitate the self-management of partners within the application through communication with the IT and operations team, based on data analysis and insights. Contributing to reduce the contact center by 15%. Show less

-Led and managed a team of twenty people responsible for onboarding, maintenance and incidents for all incoming and existing stores in the e-commerce and grocery verticals in Latin America Developed and implemented new internal tools that helped:1.Store creation: creating 3000 stores in 5 days to doing it in 1 hour.2.Store maintenance: troubleshooting of critical errors, visualization and user experience in stores. Reducing the average number of stores with errors from 35% to 1% in… Show more -Led and managed a team of twenty people responsible for onboarding, maintenance and incidents for all incoming and existing stores in the e-commerce and grocery verticals in Latin America Developed and implemented new internal tools that helped:1.Store creation: creating 3000 stores in 5 days to doing it in 1 hour.2.Store maintenance: troubleshooting of critical errors, visualization and user experience in stores. Reducing the average number of stores with errors from 35% to 1% in Latam.-Supported campaigns in the business area to implement strategies that would bring higher revenue and GMV to the application, such as: Black Friday, Easter, Christmas and New Year's Eve. Show less

Argentina; Brasil

-Designed and implemented a picking process flow that increased picking speed from 11 skus to 35 SKUs per hour.-Designed and implemented planning and control of schedules based on demand prediction to reduce picker absenteeism.-Designed and implemented a process to decrease canceled orders due to rescheduling or delays within stores from 18% to 8% canceled orders.-Led and managed the operations team with more than 400 people between coordinators, supervisors and shoppers, a team… Show more -Designed and implemented a picking process flow that increased picking speed from 11 skus to 35 SKUs per hour.-Designed and implemented planning and control of schedules based on demand prediction to reduce picker absenteeism.-Designed and implemented a process to decrease canceled orders due to rescheduling or delays within stores from 18% to 8% canceled orders.-Led and managed the operations team with more than 400 people between coordinators, supervisors and shoppers, a team whose objective was to improve the experience of the final consumer in the purchase of their market.-Lowered in the % of orders with stockouts, GMV lost and cancellations due to stockouts from 8% to 1%-Stock management with retail partners through demand planning and control of security stock Increase to product exchanges to improve user experience and avoid losses, with training, product development and weekly metrics. Show less

Santander, Colombia

In charge of optimization of operational performance, including growth of courier pool, productivity and quality, managing a team of 10+ members:-Launched operations in three countries: Colombia (Bucaramanga), Argentina (Buenos Aires) and Brazil (Rio de Janeiro)-Average order time: 22 minutes / order-5x pool growth (Training, lead activation and supplier connection)-20% high ratings increase (level of service)-Control of delivery times in expanding cities: 30… Show more In charge of optimization of operational performance, including growth of courier pool, productivity and quality, managing a team of 10+ members:-Launched operations in three countries: Colombia (Bucaramanga), Argentina (Buenos Aires) and Brazil (Rio de Janeiro)-Average order time: 22 minutes / order-5x pool growth (Training, lead activation and supplier connection)-20% high ratings increase (level of service)-Control of delivery times in expanding cities: 30 min/order-Building and leading cross-functional teams of over 20+ people: operations, sales and growth Show less

Villavicencio

English

Master'S Degree, Supply Chain And Logistics

Bachelor Of Engineering - Be, Industrial Engineering

Bachelor Of Engineering - Be, Exchange