Carlos Suárez
Industrial Engineer
Bogotá,DC
Summary
Experience in areas of production processes, digital marketing, conversion funnel, B2C, C2B, market research, quality, training, education, and management of Contact Center indicators in Customer Service and BPO. With knowledge and management in Coaching, logistics, report management, supplier management, budgets, billing and management of work group processes. Implementation of Customer Service, Sales, Lead Acquisition and MKT Digital projects. With skills in using Office Tools (Excel-WordPower Point). Punctual, disciplined person who is easy to learn in any type of environment with growing professional development, a sense of teamwork, responsible for his duties, with leadership potential.
Overview
4
4
years of professional experience
8
8
years of post-secondary education
1
1
Language
Work History
MANAGER CUSTOMER EXPERIENCE
OLX Autos
9 2018 - 5 2022
- Design, execute, implement transition and implementation restructuring of e-commerce processes for digital purchase/sales of used vehicles
- Administration of allies and suppliers
- Call Center Structuring of CX area, journey map design, improvement of NPS and PQR indicators
- Strategy and management of MKT Digital and Conversion Funnel process for B2C and C2B channels
- Fulfillment short-term objectives long term consistently with overcompliance of 10% to 15%.
HEAD CUSTOMER SERVICE
OLX Autos
06.2022
- Design, structure and implement Customer Service area from scratch
- Administration of allies and suppliers Call Center
- Planning and compliance with area's budget
- Responsible for ensuring that requirements and claims of clients are attended to in a timely manner, negotiating and defining alternative solutions
- Responsible for ensuring compliance with policies and processes in area
- Responsible for supervising claims area in call center and its effectiveness
- Responsible for analyzing claims reported via system and prepare management reports Implement quality measurement systems services
- Carry out coordination between different areas involved (legal, Purchase, Sale and Post-Sale.) Responsible for analysis of Satisfaction Surveys various areas
- Design and implement quality management model, monitoring and controlling improvements considered for different channels and processes involved in customer service
- Comply with service quality standards defined to company's service channels (Branches, Call Center and web)
- Prepare reports and analyzes regarding quality of service delivered to customer in branches and remote channels.
OPERATIONS SUPERVISOR
NEXA BPO
09.2017 - 05.2018
- Coordination and supervision of work for compliance with advisory indicators customer service
- Ensuring compliance with indicators assigned to the campaign
- (NS-NA-Abandonment) Compliance with indicators established by Skill and assigned campaign (established internally or by clients)
- Compliance with monitoring indicators Binary established by Skill and assigned campaign (established internally or by customers)
- Accompaniment to initial groups (Coaching Training) Instrumentation and tools review of work necessary for each campaign
- Analysis of indicators, planning and execution of training and monitoring strategies (PDA), for improvements identified.
TRAINING AND MONITORING LEADER
NEXA BPO
03.2016 - 09.2017
- Coordination and supervision of compliance tasks with quality processes internal in Financial Information Capture campaigns and financial product customer service
- (AVAL GROUP) Coordination and supervision of quality analysts
- Ensuring compliance with monitoring by assigned personnel Campaign
- Accompaniment to initial groups (Training) Review of instrumentation and tools Training necessary for each campaign.
SENIOR TRAINER
Colombian Outsourcing Solutions
- Training of personnel for the campaign of Claro Móvil Telephone Support
- Management of groups of 25 to 30 people
- Coaching tasks in operations, for the Compliance with required quality items for the client
- Platform support and operations support in the area of logistics, quality and achievement of goals.
OPERATIONS COORDINATOR
GFK
05.2014 - 11.2014
- Planning and coordination for the effective administration of resources and fulfill the delivery of projects effectively and timely
- Monitoring and assurance of quality parameters established in the process
- Delivery of the final result of the process to the following areas for the continuation of respective processes
- Supervision with suppliers, verification of compliance with company parameters in carrying out the projects
- Quotation for production with suppliers, budget management for the compliance in production and internal customer satisfaction
- Analysis and Management of Databases for the Project fulfillment
- Coordination of face-to-face field studies at the target level of studies in Colombia and outside the country
- Billing management of the Quantitative area.
OPERATIONS SUPERVISOR
Ipsos Napoleon Franco
06.2012
- Planning and coordination for effective administration of resources and fulfill delivery of projects effectively and timely
- Monitoring and assurance of quality parameters established in process
- Delivery of final result of process to following areas for continuation of respective processes.
Education
DIPLOMAT E-COMMERCE - MARKETING DIGITAL -
EAN
Bogotá, Colombia 01.2022 - 05.2022
DIPLOMAT ANALISIS DE DATOS CON PHYTON - undefined
BIT - Bogotá Institute of Technology
Bogotá, Colombia 01.2020 - 05.2020
INDUSTRIAL ENGINEER -
Corporacion Universitaria Iberoamericana
Bogotá, Colombia 01.2014 - 05.2021
No Degree - English Language And Literature
Centre of English Studies
Leeds, England 10.2023 - 03.2024
Skills
Problem resolution
Sales
Leadership
Time Management
Staff Development
Performance Management
Strategic Planning
Operations Management
Team Leadership
Problem-Solving
Computer Skills
Teamwork and Collaboration
Friendly, Positive Attitude
Customer Service
Client Relationship Management
Employee Onboarding
Accomplishments
Improvement of OKR'S of the conversion funnel in Digital Buying/Selling, supporting the growth of indicators in monthly growth rates of up to 30%
Personal Information
- Date of Birth: 02/18/91
- Nationality: Colombiana
Projects
Design of the lead acquisition process for the purchase and sale of used vehicles in Colombia (E-commerce) SAC and PQR'S area design.
Timeline
No Degree - English Language And Literature
Centre of English Studies
10.2023 - 03.2024
HEAD CUSTOMER SERVICE
OLX Autos
06.2022
DIPLOMAT E-COMMERCE - MARKETING DIGITAL -
EAN
01.2022 - 05.2022
DIPLOMAT ANALISIS DE DATOS CON PHYTON - undefined
BIT - Bogotá Institute of Technology
01.2020 - 05.2020
OPERATIONS SUPERVISOR
NEXA BPO
09.2017 - 05.2018
TRAINING AND MONITORING LEADER
NEXA BPO
03.2016 - 09.2017
OPERATIONS COORDINATOR
GFK
05.2014 - 11.2014
INDUSTRIAL ENGINEER -
Corporacion Universitaria Iberoamericana
01.2014 - 05.2021
OPERATIONS SUPERVISOR
Ipsos Napoleon Franco
06.2012
MANAGER CUSTOMER EXPERIENCE
OLX Autos
9 2018 - 5 2022
SENIOR TRAINER
Colombian Outsourcing Solutions
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