Sergio Gomez Herrera Email and Phone Number
Convinced that customer experience has a significant impact on financial results and is the key to creating value and ensuring the longevity of companies. This belief is based on 25 years of experience leading commercial, after-sales, and customer service teams that achieve their objectives and deliver results through strategic definition, digital transformation, and a service-oriented culture. Additionally, I am passionate about sharing my knowledge as a university professor and international speaker.I am an Industrial Engineer, MBA Master in Administration, with experience in management roles. I possess strong decision-making skills and am able to develop long-term strategic plans for businesses. Moreover, I have high competencies in leadership, communication, and directing high-performing teams.
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Goverment Sales DrectorInternexa S.ABogota, Bogota, Co
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Vice President Enterprise & Smart CitiesEtb Jan 2023 - PresentBogotá, Capital District, Colombia- Ensure the revenue and profitability of the business unit for corporate, government, and wholesale clients.- Manage the best customer experience that results in increased revenue and value generation.- Ensure the consolidation of the company’s innovative and technological image in the Colombian corporate market. -
Vice President Customer ExperienceEtb Nov 2021 - Jan 2023Bogota, D.C., Capital District, ColombiaDefinition of the Customer Experience Strategy for all customers of the Company, additionally ensuring the best experience at all customer touchpoints for households, businesses, and government, throughout the customer lifecycle, including service delivery, post-sale, issue resolution, response to complaints and inquiries, and ensuring the effective operation of customer service channels, increasingly becoming digital.
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Customer Experience Manager Enterprise & Smart CitiesEtb Sep 2021 - Dec 2021Bogota,D.C., Capital District, ColombiaResponsible for defining the customer experience strategy for customers companies, government, and telcos. Additionally, ensuring the cost-efficient operation of traditional and digital customer service channels.
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Corporate Customer Experience ManagerEtb Oct 2014 - Oct 2021- Guarantee the improvement of the customer experience of corporate and government clients, generating long-term loyalty and increasing its value for the organization.- Increase the customer satisfaction to reduce the loss of income due to client withdrawal (Churn)- Manage the traditional, personal and digital attention channels effectively in the post-sales service
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Manager Of Customer Management And PortfolioEtb Apr 2013 - Oct 2014Colombia• Manage the relationship with internal customers to focus IT teams towards meeting the needs of these customers.• Define requirements and prioritizing business initiatives, involving the client in decision-making to ensure an optimal outcome that maximizes the use of resources.• Ensure deliveries and operations associated with the services requested to ensure the results and to inform the customer.• Ensure the delivery of Information Technology IT programs and projects, in a transversal way to the entire organization. For example: BSS - OSS (Oracle) Convergent NPlay Plattforms, CRM for Corporate Clients (Salesforce), International Financial Reporting Standard (SAP).
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Board MemberGremio Colombiano De La Experiencia Sep 2022 - Present -
Board MemberSkynet De Colombia Jun 2022 - PresentColombia -
Board MemberAmericas Bps Nov 2021 - Present -
ProfessorUniversidad Externado De Colombia Jan 2021 - Feb 2024 -
Corporate Customer Service ManagerTelefónica Apr 2012 - Apr 2013Colombia• Ensuring the successful experience of the Corporate Customers obtaining long-term customer loyalty and increasing their value to the organization. Achieving reduce the risks of downgrade or lost.• Managing in a cost-effective way all the “ Converging Service Channels” ( Fix and mobile), On Site and Remotes, such as Contact Center and Online. • Managing the “Corporate Governance Model” projects in the Large Customers. All this fulfilling the Customer´s requirements, needs and customizing their own operations.• Ensuring the excellent operation of the technical support and speed response and quality of breakdowns repair for the Corporate Customer Services. -
National Sales ManagerTelefónica Jan 2011 - Mar 2012Colombia• Designing and implementing the Sales Strategy for the achievement of the sales goal in all the products of the portfolio offers by the Sales Management of “ Top Customers”• Managing the human resources of the Top Business Sales National Team, composed of 9 Sales Coordinators and 100 Sales Executives.• Overfulfillment 120% of the Sales goal.
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Manager Of Customer Care And PostsalesTelefónica Feb 2008 - Dec 2010Colombia• Designing and Implementing Management Strategy looking for giving to the customers the best experience aligned with the Company’s Regional and National objectives.• Designing and Implementing the tactical plan for increase the Customers satisfaction levels.• Ensuring the operation of the Service Channel Model, for the on site and remote channels. • Ensuring the quality of the Commercial proposal giving to the customers, and ensuring futures opportunities for the different products commercialized by the Company.
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Manager Of Sales Management PlatformTelefónica Jun 2006 - Feb 2008Colombia• Ensuring the right management of sales´ requirements.• Giving the customers the excellent quality of their purchases.• Developing preventive and correctives actions to decrease the services cancellation and increase the Sales revenues.• Managing the relation between the Business Vice-presidency and the Department of Network Services.
Sergio Gomez Herrera Education Details
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Master Of Business Administration (Mba) -
Business Administration And Management, General
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Industrial Engineering
Frequently Asked Questions about Sergio Gomez Herrera
What company does Sergio Gomez Herrera work for?
Sergio Gomez Herrera works for Internexa S.a
What is Sergio Gomez Herrera's role at the current company?
Sergio Gomez Herrera's current role is Goverment Sales Drector.
What schools did Sergio Gomez Herrera attend?
Sergio Gomez Herrera attended Universidad De Los Andes, Universidad De Los Andes, Universidad De Los Andes.
Who are Sergio Gomez Herrera's colleagues?
Sergio Gomez Herrera's colleagues are Laura Faisury Ortiz Usuga, Jenny Cardona Benjumea, Mateo Restrepo Sarmiento, Moisés Ferreira León, Jaime Giraldo, Daniel Cruz Rodriguez, Carlos Alberto Gomez Pineda.
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Sergio Gómez Herrera
Data Scientist | Máster En Big Data. Tecnología Y Analítica Avanzada | Universidad Pontificia Comillas Icai-IcadeGreater Madrid Metropolitan Area -
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Sergio Gómez Herrera
Greater Barcelona Metropolitan Area
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