Consultor dinámico y experimentado de Monday.com con un historial comprobado en la implementación de flujos de trabajo eficientes y maximizando la productividad para diversos clientes. Poseyendo una comprensión integral de las capacidades de Monday.com, mi objetivo es aprovechar mi experiencia para impulsar el éxito organizacional y fomentar la colaboración fluida dentro de los equipos.Dirigí la implementación de soluciones de Monday.com para varios clientes, analizando sus flujos de… Show more Consultor dinámico y experimentado de Monday.com con un historial comprobado en la implementación de flujos de trabajo eficientes y maximizando la productividad para diversos clientes. Poseyendo una comprensión integral de las capacidades de Monday.com, mi objetivo es aprovechar mi experiencia para impulsar el éxito organizacional y fomentar la colaboración fluida dentro de los equipos.Dirigí la implementación de soluciones de Monday.com para varios clientes, analizando sus flujos de trabajo y personalizando tableros de Monday.com para satisfacer sus necesidades específicas.Realicé sesiones de capacitación exhaustivas para equipos de clientes para garantizar la utilización efectiva de las características de Monday.com, lo que resultó en un aumento en la adopción y satisfacción del usuario.Colaboré estrechamente con los clientes para identificar puntos de dolor y oportunidades de mejora, proporcionando soluciones personalizadas para mejorar la gestión de proyectos, el seguimiento de tareas y la comunicación entre equipos.Actué como experto en la materia en Monday.com, manteniéndome actualizado sobre las nuevas características y mejores prácticas para optimizar continuamente los flujos de trabajo de los clientes y impulsar la eficiencia operativa.Brindé soporte continuo y asistencia para la resolución de problemas a los clientes, abordando problemas técnicos y refinando configuraciones de Monday.com según fuera necesario. Show less

Responsable de cerrar la brecha entre los clientes y la plataforma para garantizar que los puntos de contacto a lo largo del viaje de losclientes sean atractivos, eficientes y efectivos.● Reformulé el flujo de customer support unificando todos los niveles de escalamiento en una sola plataforma, disminuyendo latasa de cierre de un ticket en un 20% en 2 meses, aumentando y manteniendo la tasa de satisfacción (CSAT) entre un 90% y95% mensual.● Diseñe e implemente un proceso de… Show more Responsable de cerrar la brecha entre los clientes y la plataforma para garantizar que los puntos de contacto a lo largo del viaje de losclientes sean atractivos, eficientes y efectivos.● Reformulé el flujo de customer support unificando todos los niveles de escalamiento en una sola plataforma, disminuyendo latasa de cierre de un ticket en un 20% en 2 meses, aumentando y manteniendo la tasa de satisfacción (CSAT) entre un 90% y95% mensual.● Diseñe e implemente un proceso de retención, reduciendo la tasa de abandono (Churn Rate) de un 5% a un 2% en un periodode 4 meses.● Diseñé e implementé un flujo de proceso de gestión del NPS (Net promoter score) aumentando la puntuación de 25 a 35 en unperiodo de 4 meses. Show less

Responsible for the Customer Success department scalability by transforming Customer Support from a cost center to a strategic asset and improving the department effectively with the highest production of high-quality support with the least investment, focusing on removing obstacles, improving self-service, empowering users, and helping them succeed by themselves.I diagnosed the main 4 pain points of the department's stagnation. Then, developed short, medium, and long-term projects to… Show more Responsible for the Customer Success department scalability by transforming Customer Support from a cost center to a strategic asset and improving the department effectively with the highest production of high-quality support with the least investment, focusing on removing obstacles, improving self-service, empowering users, and helping them succeed by themselves.I diagnosed the main 4 pain points of the department's stagnation. Then, developed short, medium, and long-term projects to achieve the main objective in 4 months period, with a cost reduction of 10%, projected to 40% in Q4 2022.I determined the main KPIs. Achieving an increase in the number of responses that measure the customer satisfaction rate (CSAT) by 80%. As well as a decrease in the median first-time response (MFTR) from 3min to 1.28min in 2 weeks, with strategies and training, applied in 1 month. Show less

Leadership of the operation of the platforms focused on delivering the value proposition to both B2C and B2B customers in a timely manner. Guarantee the implementation of the business model strategy. The main objective is to transform the business into an exponentially scalable model through an appropriate, efficient and profitable implementation, improving systems, processes and generating the best operational management practices in charge of developing and implementing improvements in… Show more Leadership of the operation of the platforms focused on delivering the value proposition to both B2C and B2B customers in a timely manner. Guarantee the implementation of the business model strategy. The main objective is to transform the business into an exponentially scalable model through an appropriate, efficient and profitable implementation, improving systems, processes and generating the best operational management practices in charge of developing and implementing improvements in performance and the use of resources.I designed and implemented the visibility processes and operating systems of the area, achieving compliance with the various projects and processes under operating platforms, also identifying 80% of the vulnerabilities of the operation and improving the effectiveness and productivity of the operations by 60%. Work areas.I developed, implemented and monitored various projects at the B2B and B2C level, improving by 90% the flow of procedures that directly impact the level of user satisfaction.I diagnosed the pain points of the area to define the key KPIs of the area: Lower the claims rate by 80% of claims per month and also lower the subscription cancellation rate, from 9% to 6% in a period of 2 weeks.I improve Marketplace customers complaints enhance OTIF (on-time orders and full orders) rate from 30% in dispatch processes to 90% in a 3-month period.I implemented SaaS platforms for commercial data analysis, Kpi's for logistics, sales, customer experience, bringing information On-Time to internal customers. Show less

Plan, direct and ensure the good management of the organization's resources in order to achieve the established objectives. This work involves a decisive role in decision-making, rigorous process control and the ability to solve problems.I implement an Opex control project under agile methodology reducing operational expenses by 40% in a period of 5 months. And reducing the accounting differences between P&L and Opex by 60%.Based on the measurement indicators that I identify. I… Show more Plan, direct and ensure the good management of the organization's resources in order to achieve the established objectives. This work involves a decisive role in decision-making, rigorous process control and the ability to solve problems.I implement an Opex control project under agile methodology reducing operational expenses by 40% in a period of 5 months. And reducing the accounting differences between P&L and Opex by 60%.Based on the measurement indicators that I identify. I design and implement an improvement plan in the operation of the services, managing to decrease the main one in customer satisfaction by 90% in a 6 months period. The second indicator representing 60% of the customer experience, achieved to be a capital improvement project for Latam. Achieved one of the highest customer experience conversion rates from unsatisfied to satisfied, reflecting that the measurement calculation increased by 10% in 1 month.I get to be in the top 3 of executives generating more business between companies, including for the first time in history an international business. Show less

Fundamental role to implement from the beginning all processes, leading operations, administrative and financial procedures of different support areas. Design control systems and ensure the highest level of experience for both internal and external clients.I design and automate all procedures from the start, managing to run the operation at 95% efficiency.I optimize incidents procedures, that streamlined response times and customer satisfaction.I developed a playbook… Show more Fundamental role to implement from the beginning all processes, leading operations, administrative and financial procedures of different support areas. Design control systems and ensure the highest level of experience for both internal and external clients.I design and automate all procedures from the start, managing to run the operation at 95% efficiency.I optimize incidents procedures, that streamlined response times and customer satisfaction.I developed a playbook for sharing for future brands launches. Show less

Analytical thinking to identify opportunities for improvement. Develop and lead multiple projects. Seek innovative strategic solutions and develop creative action plans.I identified the necessary commercial profile by optimizing the selection processes with a conversion rate of 70% in the hiring of profiles that fit the role.I decrease staff rotation by 40%.I design an incentive system for employees that achieved a 20% increase in productivity in the commercial… Show more Analytical thinking to identify opportunities for improvement. Develop and lead multiple projects. Seek innovative strategic solutions and develop creative action plans.I identified the necessary commercial profile by optimizing the selection processes with a conversion rate of 70% in the hiring of profiles that fit the role.I decrease staff rotation by 40%.I design an incentive system for employees that achieved a 20% increase in productivity in the commercial area.I execute a savings plan that reduced 15% in operating expenses. Show less

Dimension, prioritize and measure the requirements, concerns and objectives of the different departments and find the meeting points, providing balanced solutions.I reduced the time of the recruitment and selection process by 50%.I create training plans based on TNA (Training Needs Assessment) with Mentoring Programs for employee career development.I organize control of operational expenses to stay 100% on budget.I implement an innovative plan based on the… Show more Dimension, prioritize and measure the requirements, concerns and objectives of the different departments and find the meeting points, providing balanced solutions.I reduced the time of the recruitment and selection process by 50%.I create training plans based on TNA (Training Needs Assessment) with Mentoring Programs for employee career development.I organize control of operational expenses to stay 100% on budget.I implement an innovative plan based on the Canvas business model tool in the scrum process of the software development teams.. Show less

Organize, plan, and monitor a customer operational service to ensure optimized interaction between business development and its vendors.I Developed and implemented strategies useful in improving customer relationship, dedication, and satisfaction.I Established communication channels and mediums through which clients reach out to a company and vice versa.