Gestionar, realizar, evaluar y analizar toda la información que permite tomar decisiones en los casos presentados en la operación.- Soportar, motivar, evaluar, desarrollar y retroalimentar su respectivo equipo de trabajo continuamente con el fin de cumplir y exceder los requerimientos estipulados.- Liderar reuniones, formaciones y mesas de trabajo con cada área de soporte, para identificar inconvenientes y generar planes de acción.- Seguimiento y análisis estratégico de indicadores de gestión (KPI’s) y NPS, para la toma de decisiones en todo el Journey map del servicio.- Gestionar en la acción y prevención de la rotación del personal.- Garantizar el buen ambiente de trabajo, la satisfacción del cliente y la rentabilidad de los programas liderados de cada línea de negocio en conjunto con el respectivo equipo de trabajo.- Liderar el equipo de trabajo, resolviendo incidentes con los clientes y solucionar posibles conflictos.- Cuidar las relaciones entre la compañía y los clientes, garantizando que el cliente esté conforme con el servicio que la empresa les brinda.- Diseñar estrategias de mejoramiento de los procesos de la operación

Design of the support experience for Contact Center customersImplementation of new processes through the Contact CenterDesign and execution of PQRSF service strategies for requests generated by Avianca's digital, commercial and corporate clientsAdminister and Manage the Operation of the digital channel of the Avianca Contact Center (+150 Advisors)Guarantee compliance with attention indicators (NPS) and quality in the management of customer service processesEnsure that processes run smoothly and clearly.Periodically review the contractual agreements, to decide if it is necessary to apply modifications or a new definition and adjustment of policies.Analysis and optimization of processes using the Desing Thinking methodologyAssurance of the company's Strategic Plan through the creation and / or improvement of processes through innovationManage information databases and generate real-time process management reportsFollow-up, monitoring and strategic analysis of management indicators of processes at the Management level for decision-making of future savingsDesign, implementation and presentation of management indicators at the management level for decision makingData automation in Office toolsLogistical support to Management eventsPropose tools and methodologies that contribute to continuous improvement and future savingsDevelopment and coordination of projects under SCRUM modality for continuous improvementDesign, implementation and coordination of education and training processesDesign of quality guidelines in processes and customer service for Contact CenterACHIEVEMENTS: Diamond Collaborator Recognition for his career, leadership and Excellence.

Design and execution of PQRSF service strategies for requests generated by Avianca's digital, commercial and corporate clientsDesign of the support experience for customers of Avianca's digital channels.Implementation of new processes through digital attention channels (Chat and Mail)Administer and Manage the Operation of the digital channel of the Avianca Contact Center (+150 Advisors)Guarantee compliance with attention indicators (NPS) and quality in the management of customer service processesEnsure that processes run smoothly and clearlyPeriodically review the contractual agreements, to decide if it is necessary to apply modifications or a new definition and adjustment of policiesGuarantee compliance with the budget, reviewing the invoice so that the payment for the provision of services is made correctlyAssurance of the company's Strategic Plan through the creation and / or improvement of processes through innovationDesign, implementation and presentation of management indicators at the management level for decision makingDevelopment and coordination of projects under SCRUM modality for continuous improvementDesign, implementation and coordination of education and training processesDesign of quality guidelines in the processes and attention in customer service for Contact CenterACHIEVEMENTS: Increase in the indexes of Perceived Quality (NPS) of the clients towards the Call Center channel

Carry out the design and development of the Digital anti-fraud area, through the standardization of processes and databasesAssurance of the company's Strategic Plan through the creation and / or improvement of processes through innovationAdminister and Manage the Operation of the digital channel of the Avianca Contact Center (+150 Advisors)Design of the support experience for customers of Avianca's digital channels.Administration of the anti fraud tool in the calibration of validation rules, databases, registration of black lists and white listsTimely attention to fraud risk alerts generated by national and international banksAdministration of the processes for the attention of fraud alerts and general attention of the digital customer service of the contact centerAnalysis of commercial information at a digital level to alert potential fraud casesDesign, implementation and presentation of management indicators at the management level for decision makingEnsure that processes run smoothly and clearlyGuarantee compliance with attention indicators (NPS) and quality in the management of customer service processesDesign, implementation and coordination of education and training processesACHIEVEMENTS: Recognition "Let's land the Cask" promoting profitable and sustainable growth of the organization, through savings.Reduction of the level of electronic Fraud, with the implementation and development of strategies for the prevention of fraud, Recognition of trajectory and leadership in the area of ​​e-Commerce

Management and development of PQRS digital e-Commerce areaSupport assistant in the administration of business processes in different sales channels (tele-ticket and telephone sales)Management Against charges (Fraud), bank certifications, refunds and reversalsAssistant in the management and development of education and training for Contact Center personnel in the digital area of ​​e-CommerceManagement and preparation of accounting closings and treasury reports of national and international digital and commercial sales basesManagement of anti-fraud validation and issuance of commercial tickets for national and international sales in both the digital and commercial areasAttention chat and mail Avianca.comAttention to requests from the digital and commercial area both internal and external customerMember of the Joint Committee on Occupational Health - COPASOACHIEVEMENTS: Implementation of improvements in operating processes to generate savings in time and effortDevelopment of strategies for the prevention of electronic fraud. Recognition of excellence in customer service.

Claims area administration (PQRS) residential, corporate and digital clientsLeading trainer in PQRS processing and customer service trainingPerform assurance on compliance with service levels (NPS) and quality in the management of customer service processesACHIEVEMENT: Recognition of excellence in customer service