ALVARO ANAYA HERRERA
Industrial Engineer
Bogota Cra 136a #151b-52, Apto 102,HUI
Summary
Bilingual industrial engineering professional with expertise in process optimization, quality indicator management, and productivity. Extensive experience in the BPO industry, excelling in technical support, escalations and sales roles. Thrives on challenges with a high analytical capacity, critical and strategic thinking skills, and adaptability. Focuses on maximizing customer and supplier experience. Focused professional excelling at devising innovative solutions to diverse business concerns and goals. Strategic and forward-thinking leader with a self-motivated and tactical mindset. Strengths in relationship-building and critical thinking, approaching tasks with determination and decisiveness.
Overview
8
8
years of professional experience
2016
2016
years of post-secondary education
2
2
Languages
Work History
Logistic Coordinator
LOGISTICS MASTERS
04.2024 - 10.2024
- Developed relationships with key vendors, securing preferential treatment in pricing and terms negotiation.
- Tracked orders and notified customers of status or potential delays.
- Coordinated with suppliers to ensure timely delivery of goods, minimizing stockouts.
Service Tech Support Supervisor
CONTACT POINT 360
09.2022 - 03.2024
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective technical solutions base on their specific needs of assistance.
- Contact different areas when needed to properly resolve customers issues with HVAC units or escalate for an specialized technician to come out at customer's home.
- Provide guidance to customer having software issues with the app Home-Smarter which connected all the units to be managed via smart devices.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Technical Support Manager
WEBHELP
10.2021 - 08.2022
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Tracked KPIs and created continuous improvement plans.
- Developed comprehensive training programs to continuously upskill the technical support team.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
Jr Operations Coordinator
SOLVO GLOBAL
03.2021 - 06.2021
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reported issues to higher management with great detail.
Operations Team Manager
SUTHERLAND GLOBAL
02.2020 - 03.2021
- Collaborated with cross-functional teams to achieve shared business objectives and drive company growth.
- Established performance metrics to track progress, identify trends, and inform data-driven decision-making processes.
- Fostered open lines of communication between team members, promoting a collaborative environment that drove collective success.
- Improved operational efficiency by implementing streamlined processes and optimizing team workflows.
Logistics Coordinator
LEAN STAFFING SOLUTIONS
04.2019 - 02.2020
- Tracked orders and notified customers of status or potential delays.
- Optimized transportation strategies by analyzing route performance data and adjusting plans accordingly.
- Improved order accuracy through meticulous data entry and verification processes.
Client Support Specialist
ALMACONTACT
11.2018 - 04.2019
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Proactively identified potential issues within client accounts, taking action to prevent escalations or disruptions in service delivery.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
Housing Coordinator
COMCAJA
06.2016 - 02.2017
- Review and approval of applications for the social interest housing subsidy by users, address concerns from homebuyers and builders about policies, terms and conditions of the subsidy program, as well as the status of procedures carried out
Education
Industrial Engineer -
University of Pamplona
Skills
Continuous Improvement Plan Implementation
Decision-making
Punctual and goal oriented
Process optimization
Collaboration and Team Work
'Best Quality Standard' Practices
Timeline
Logistic Coordinator
LOGISTICS MASTERS
04.2024 - 10.2024
Service Tech Support Supervisor
CONTACT POINT 360
09.2022 - 03.2024
Technical Support Manager
WEBHELP
10.2021 - 08.2022
Jr Operations Coordinator
SOLVO GLOBAL
03.2021 - 06.2021
Operations Team Manager
SUTHERLAND GLOBAL
02.2020 - 03.2021
Logistics Coordinator
LEAN STAFFING SOLUTIONS
04.2019 - 02.2020
Client Support Specialist
ALMACONTACT
11.2018 - 04.2019
Housing Coordinator
COMCAJA
06.2016 - 02.2017
Industrial Engineer -
University of Pamplona
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