Answer customer calls, actively listen and gather complete information. Resolve simpleand urgent incidents immediately, and ask the customer to create a ticket for complexincidents.Respond to tickets created by customers within a maximum period of 15 minutes,informing them that their case will be reviewed and providing comments relevant to thereported incidentReview and manage unassigned tickets, including those related to Project managers,adding them as ticket followers.Follow up on cases without a customer response and close tickets if confirmation is notobtained after two attempts.Promote knowledge documentation, documenting errors or support casesBe up to date on technological advances, implement improvements in the departmentand constantly study chatgpt4 or other AI updates.Monitor the status and progress of tickets assigned to the support teamVerify that database backups are being made and saved correctlyEnsure availability and attention during office hours from 8:00 a.m. to 5:00 p.m. in theSpanish time zone with 1 hour of rest from 2:00 p.m. to 3:00 p.m.Maintenance of Service Levels (SLA): As part of their contract, the support technicianmust maintain the agreed service levels.

Create growth strategies.Plan meetings with potential clients or suppliersSupervise the business areas and the other managements and departments with a meticulous focus on expense control and management.Permanently analyze the financial KPISSupervise daily operations.P&L Modeling for New Projects

Give Support to the Commercial Management.Build tools for sales follow up.Modeling Sales ForecastBudgeting (Approve or disapprove budget items).E-commerce economics follow up.P&L Modeling for new Projects.

Negotiate rates and maintain constant communication with logistics entities such as DHL.Give Support to our providers and operational induction.Trace Orders from USA to LATAM and Local.Make Custom Calculation for retail products (shoes, textile, electronic, etc.)Supervise and Guide the Customer Service Team.

Realizar la Medición de los Incentivos de la Red de Agencias y Bancas Especializadas. Cálculo las estadísticas y seguimientos mensuales de los cumplimientos del personal de acuerdo a los objetivos propuestos. Mantener reuniones con los Vicepresidentes de las Bancas para introducir modelos de medición y plan de metas. Hacer presentaciones de resultados del área de negocios de acuerdo a lo expuesto anteriormente. Seguimiento y carga de las herramientas que generan los resultados diarios de la red comercial y demás bancas.

Las labores relacionadas a este cargo son similares a las del Analista,

Como Analista en la Gerencia de Control de Gestión, llevo los estudios cuantitativos así como cálculo de comisiones del area de negocios y de los agentes externos. Se hace un seguimiento y elaboración de objetivos del Balance Scorecard. Seguimiento de Presupuesto total de la institución, así como de los proyectos de tecnología. Estudio de los Históricos de Pasivos y Activos de la Institución.

Atención al cliente, apertura de cuentas