Nelson Sánchez Email & Phone Number

Winnipeg, Manitoba, Canadá

Winnipeg, Manitoba, Canada

• Performed effective leadership to motivate, lead, assist and engage cash associates, achieving high levels of customer service satisfaction in daily operations and challenging situations.
• Planned and organized staff scheduling and work shifts to cover the business needs, as well as sales events.
• Monitoring of the performance of the tellers through KPIs, facilitating the execution of the POS system and training of new hired staff.
• Optimized tobacco product inventory management by analyzing sales history, shrinkage, and carrying out effective replacements, reducing its value by 40%.
• Oversaw store merchandising, sales, and security operations with an organized approach, periodically serving as manager on duty.

Bogota, D.C., Capital District, Colombia

• Ensured adequate planning and control to achieve a 15% increase in the level of student satisfaction through the standardization of processes, optimization of procedures and an efficient handling of the claims operation.
• Diminished the number of claims by 20% improving the process of face-to-face attention and implementing a culture service in all service areas.
• Established service level agreements supported by designing and developing customer satisfaction surveys and service strategies.
• Led the government program for low-income students and offered solutions to ensure customer satisfaction.

Bogota, D.C., Capital District, Colombia

• Managed and supervised strategies to improve efficiency in the attention process by synchronizing the production staff of the in-house contact centre.
• Designed and monitored strategic management indicators, realizing data analysis to support decision making.
• Developed leadership in the housing projects development.
• Incremented the level of satisfaction by 20% of the financial consumer by implementing the financial customer program.
• Improved personnel motivation and engagement through executing and developing training courses in administrative services and operations.

Bogota, D.C., Capital District, Colombia

• Conducted activities for the achievement of goals and establishment of service level agreements in support areas.
• Designed and measured KPIs, analysing and preparing results reporting to top management.
• Supported the implementation of incentive programs for staff.
• Organized follow-up meetings with contact centre contractors to determine the main operational aspects and identify opportunities for improvement.
• Achieved a better understanding of outsourced contact centres (Sales, service and COPC management), generating a 15% growth in sales of mobile plan upgrades and executing new processes: IVR (Interactive voice response).

Bogota, D.C., Capital District, Colombia

• Formulated KPIs for the measurement and performance of the contact centre.
• Increased the level of satisfaction by 25% through telephone channel by normalizing processes and developing leadership by supervising the processes of recruitment, selection and training employees.

Bogota, D.C., Capital District, Colombia

Designed and developed new promotional products of spare parts, achieving 15% sales growth in dealers.

Bogota, D.C., Capital District, Colombia

Modified the way how to supervise corporate clients contracts by incorporating management software.

Bogota, D.C., Capital District, Colombia

Optimized the rotation of raw material by 10% in automotive production line through the effective control and monitoring of the suppliers.

Cryptocurrency Professional Investor

Business Administration Diploma

Honours Graduate

Communication For Business And Finance

Intensive English for International Students (IEIS)

Marketing Management, Marketing Management Specialist

Equivalent to a Postgraduate Diploma assessed by World Education Services (WES) Canada

Bachelor Of Engineering - Be, Industrial Engineering

Equivalent to a Bachelor´s degree assessed by World Education Services (WES) Canada