Responsable de canales de atención y aseguramiento de calidad a nivel de procesos, reportes y mejora continua.

- Coordinacion proyectos- Mejora de procesos- Call Center y omnicanalidad- Reporteria y KPI- Central Telefónica- Proyectos Sociales GORE

- Encargado Mejora de Procesos Post Venta- Coordinador Proyecto Conectividad 2030 Escuelas Rurales

Responsable de la gestión de los Canales de Atención para Clientes del segmento Business y Móvil.

Responsable de la gestión de los Canales de Atención Post Venta para Clientes Alto Valor y Telefonía Móvil, ademas responsable de los servicios de venta por medio del Cross Selling en el Call Center.

Responsable de la gestión de los Canales de Atención Externos de la Compañía.

Reporte Directo: Gerente OperacionesMis principales funciones son,- Encargado de los resultados operativos y funcionamiento tecnológico del Call Center.- Implementar mejoras en el ámbito tecnológico.- Mantener relación operativa con Clientes y visitarlos en terreno.- Generación de nuevos negocios.

Reporte Directo: Socios/DueñosEncargado del proceso de operación de la cervecera, dentro de este proceso las principales funciones es estimar la demanda y los recursos necesarios para cumplir con esta.

Reporte Directo: Gerente Customer Care, Director OperacionesResponsable del análisis de indicadores de la Gerencia para la toma de decisiones y gestión de cambio.

Desarrollar e implementar canales, procesos, y KPI para gestionar la Atención de Clientes mediante diferentes canales remotos.

Direct Report: Customer Operations Manager1 - Active participation in the project implementation 3G Nextel Chile.2 - Manage Project Web Self Service Portal by eGain3 - To support the selection of external suppliers and implement the model of call center outsourcing4 - Coordinate and standardize quality monitoring activities and KPI Global NII Holdings for the operation in Chile5 - Project Roles / Profiles / Staffing for implementation of Call Center

1 - Internal relationships: establishing direct channels of communication with different areas, in order to create efficient processes that allow to offer a solution to problems that arise both internal networks as channels for client-focused care.2 - Estimate of Claims: An analytical process, which according to historical behavior of the telephone customer service, it seeks to estimate the future demand of calls and times of operation of the Contact Center, note that these estimates have a standard deviation of + / - 5%.3 - Customizing Shifts: Given the estimates of calls and the obtaining of different variables that affect the operation of customers (legal time breaks, absenteeism, turnover, etc.) Proceed to calculate the number of staff required to provide attention to customers and achieve the standards required for a contact center to be profitable with the resources it has available4 - Management Analytics (KPI): Build performance indicators directly related to customer care, in order to support the activities of internal areas and decision making for new projects or improvements in processes, along with monitoring and reporting of daily and Weekly evolution of the different indicators of the area. In addition, identify, evaluate and implement growth opportunities through analysis of data available in the information systems of the Company5 - Training: Provide support to deferent areas of the company in processes that require data projection and planning of available resources.6 - External: External Call Center Coordination (planning and strategies IVR).Some achievements:• Implementation of Call Center internal VTR.• Creation of actual reporting of the area.• Creation and automation of processes (Forecast, Interaction Volume, AHT)

Responsible for adapting mathematical, statistical and legal human resource availability to the demand of incoming and outgoing calls with their associated times, guaranteeing minimum quality levels required in the care and maximum productivity of resources allocated.Among my achievements:• COPC Implementation• Automation Customization process shifts.• Awards in the process of obtaining the COPC Certification. (3 of 4 categories)• Implementation decisions for tree care platforms.