Microsoft Office Suite
Diego Alejandro Segura Villamil
Team Supervisor And PM
Bogotá
Summary
Experienced e-commerce professional with extensive experience in online marketplaces across Latin America. Proven leader in managing internal teams and BPO operations, enhancing productivity and ensuring compliance. Skilled in customer service, training, quality assurance, and business process improvement. Strong communicator adept at collaborating with cross-functional teams, providing constructive feedback, and building team trust to deliver outstanding results.
Overview
7
7
years of professional experience
14
14
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Catalog Sr Coordinator
Falabella.com
10.2022 - 05.2024
- Supervised and coordinated four teams, each led by a team leader and consisting of approximately 5 agents.
- Managed operational tasks for preventive and corrective maintenance of the product catalog in Falabella's marketplace, ensuring accuracy and updates across three different countries.
- Implemented strategies to improve efficiency and quality of catalog maintenance, enhancing team productivity and quality.
- Collaborated with various departments (Sales, Compliance, Customer Support, Legal) to ensure consistency and accuracy of product information.
- Generated regular reports on team performance and catalog status for senior management.
- Identified and resolved operational and data issues, ensuring minimal service disruption.
- Conducted regular performance reviews, provided constructive feedback, and managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Coordinated resources effectively to meet company deadlines and achieve desired results.
Listing Associate & Vendor Manager
Shopee Colombia
8 2022 - 9 2022
- Supervised an internal team of 3 analysts and an external BPO team of 3 leaders and 35 agents.
- Managed operational improvements for the product catalog, ensuring compliance with legal requirements and platform terms.
- Implemented quality control processes to enhance product listing accuracy and compliance.
- Collaborated with compliance, legal, and sales teams to rectify non-compliant listings.
- Generated performance and compliance reports for senior management.
- Coordinated with vendors and BPO partners to streamline operations and ensure efficiency.
Knowledge Management SSr. Analyst & PM
Mercado Libre
7 2019 - 8 2022
- Led the creation, implementation, supervision, and closure of training projects for various customer service teams (Seller Support, Shipping, Taxes, Social, Fintech).
- Managed training programs for internal teams across Colombia, Uruguay, and Argentina.
- Oversaw training initiatives for external teams contracted through 3 different BPOs in Bogotá, Colombia.
- Developed and delivered initial and continuous training programs to enhance team capabilities and performance.
- Ensured consistency and quality of training content across different regions and BPO partners.
- Collaborated with cross-functional teams to identify training needs and develop relevant content.
- Monitored and evaluated the effectiveness of training programs, making necessary adjustments to improve outcomes.
- Generated comprehensive reports on training progress, performance metrics, and project status for senior management.
Customer Experience SSr Agent
Mercado Libre
09.2017 - 06.2019
- Provided support to marketplace sellers via chat and email, managing listings, orders, shipments, payments, and taxes.
- Ensured high customer satisfaction by efficiently resolving inquiries and issues.
- Collaborated with internal departments to address complex seller problems.
- Maintained accurate records of interactions and consistently met performance targets.
Education
Bachelor of Science - Civil Engineering
Universidad Nacional De Colombia
Bogota, Colombia 05.2015 - 05.2024
High School Diploma -
Colegio Nydia Quintero De Turbay I.E.D
Bogota, Colombia 05.2007 - 05.2012
Skills
Team Leadership
Effective Leadership
Project Management Experience
Performance Improvement
Collaboration and Teamwork
Customer Service Excellence
Training and Development
Quality Assurance
Problem-Solving Skills
Business Process Improvement
Report Preparation
Communication Skills
Websites
Certification
EF SET English Certificate 83/100 (C2 Proficient)
Short Courses
- Intensive English Program (C1), Bogotá, Bogotá, 2016, 2017
- Português I: Programa de internacionalização (A2), Bogotá, Bogotá, 2022
References
- Moises Rosales. Catalog Manager at Falabella (+57 350 5619578)
- Tomás Knudsen. Head of Customer Experience at dLocal (+54 9 2262 51-7155)
- Leticia Ferreiro. Comms Cross CX LATAM Supervisor at Mercado Libre (+598 99 329 252)
- Daniel Tajc. MBA Candidate at University of Virginia Darden School of Business (+57 314 8632423)
- Jorge Melo. Product Manager at UBITS (+57 321 2196330)
- Daniel Baiz. Reg Senior Customer Service and Collections at Mattilda (+57 310 2574707)
Extracurricular Activities
Diversity & Inclusion, Mercado Libre, 2021
Development and implementation of a training project for personnel in all areas of Mercado Libre (LATAM) Customer Support on general issues of Diversity and Inclusion, covering the dimensions of "LGTBIQ+", "Older Adults", "Race and Ethnicity", "Women", and "People with Disabilities".
Software
Google Workspace
Project Management Tools
Customer Relationship Management (CRM)
Data Analysis & Visualization Tools
Communication and Collaboration Tools
Timeline
EF SET English Certificate 83/100 (C2 Proficient)
04-2024
Catalog Sr Coordinator
Falabella.com
10.2022 - 05.2024
Problem Solving - Trainee Level, Capability Building
12-2020
How to Lead a Customer-Centric Culture, LinkedIn Learning
11-2020
Navigating Change in Difficult Times, LinkedIn Learning
11-2020
Customer Experience SSr Agent
Mercado Libre
09.2017 - 06.2019
Bachelor of Science - Civil Engineering
Universidad Nacional De Colombia
05.2015 - 05.2024
High School Diploma -
Colegio Nydia Quintero De Turbay I.E.D
05.2007 - 05.2012
Listing Associate & Vendor Manager
Shopee Colombia
8 2022 - 9 2022
Knowledge Management SSr. Analyst & PM
Mercado Libre
7 2019 - 8 2022
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