- Ensuring exceptional customer service by establishing strong relationships with clients, understanding their needs, and addressing their concerns promptly and effectively.- Overseeing project implementation, coordinating with cross-functional teams, and ensuring the successful delivery of solutions to clients.- Leading a team of 5 Account Managers, providing guidance, coaching, and support to achieve team goals and individual development.- Optimizing customer journeys by mapping out touchpoints and interactions, identifying areas for improvement, and enhancing the overall customer experience.- Influencing product management decisions by collaborating with product teams, gathering customer feedback, and advocating for enhancements that align with customer requirements.- Analyzing data, leveraging tools like Google Analytics, to gain insights into customer behavior, track performance metrics, and make data-driven decisions to improve customer engagement and retention.- Managing and designing service activation for product-based and premium services, ensuring smooth onboarding and implementation processes for new customers.- Improving customer retention by developing and executing strategies to enhance customer loyalty, personalized communication, and proactive account management.- Driving growth strategies by collaborating with the sales team, identifying opportunities for account growth, upselling, and cross-selling, and implementing strategies to maximize revenue and expand the client base.

-Leading the Recruiting Management members of the squad, providing functional guidance, support, and mentoring to ensure their success and development.- Collaborating with the Head of Talent Solutions to develop problem-solving strategies, analyzing challenges and opportunities, and implementing effective solutions to enhance customer satisfaction and drive business growth.- Taking the lead in driving initiatives related to Quality Management and operational excellence processes for the Torre Agile squad, ensuring adherence to high standards and continuous improvement in service delivery.- Handling the service design for Torre Agile services, identifying customer needs, defining service offerings, and optimizing the customer experience through thoughtful design and implementation.

- Providing a comprehensive overview of the product or service, including its features and benefits.- Guiding customers through the setup process, ensuring that all necessary information is collected and all necessary steps are taken.- Providing training and support to help customers understand how to use the product or service effectively.- Assisting customers with any questions or concerns they may have during the onboarding process.- Monitoring customer progress and usage, and providing ongoing support as needed.- Gathering customer feedback and insights to inform ongoing product and service improvements.- Building strong relationships with customers to establish trust and encourage long-term engagement and retention.

- Lead the non-profit's think tank, fostering a culture of creativity, collaboration, and critical thinking among team members.- Oversaw the financial management of the organization, including budgeting, financial reporting, and ensuring compliance with financial regulations.- Facilitated brainstorming sessions and strategic discussions to identify opportunities for program development, research initiatives, and advocacy campaigns.- Lead a team of 12 volunteers for project development, webpage development, and think tank management.- Developed strategic plans and budgets aligned with the organization's mission and goals.- Lead with the board of directors diverse projects with local communities on site and online.- Provided guidance and mentorship to team members, encouraging professional development and growth within the organization.- Represented the organization at events, conferences, and meetings to promote its mission, build partnerships, and advocate for its initiatives.

Directed the operation of the foundation’s think tank. Successfully developed 20+ investigations around the regional experience of COVID-19 in different industry sectors

- Collaborated with various stakeholders in the Colombian regional digital ecosystem, including mayors, governors, planning secretaries, education secretaries, ICT leaders, and community members.- Conducted interviews and surveys in over 50 municipalities across Colombia.- Worked on the development and implementation of the Regional Model for Closing the Digital Divide.- Gathered data and conducted research to support the understanding of the digital gap and its impact on the region.- Analyzed the collected information to identify key challenges and opportunities for digital inclusion.- Provided recommendations and strategies to bridge the digital divide and improve digital access and literacy in the region.- Collaborated with the Ministry of Information and Communications Technologies to align efforts and initiatives in closing the digital gap.- Prepared reports and presentations to communicate findings, progress, and recommendations to stakeholders and decision-makers.- Stayed updated on the latest trends and developments in the digital field to inform decision-making and contribute to the effectiveness of the regional model.

Modelo Regional de Diseño y Evaluación de Política Pública de TICs

Probabilidad y Estadística II