Resumen profesional
Datos destacados
Experiencia
Formación
Personalizado
Idiomas
Cronología
Generic

GINNA MARCELA ABRIL CLAVIJO

Resumen profesional

A professional in Business Administration with a specialization in Project Management, possessing over 12 years of experience leading teams and managing strategic projects at a national and international level.

Expertise across multiple sectors: Finance, Health, Insurance, and Telecommunications.

Key Focus Areas: Marketing, strategic planning, e-commerce, and B2B business development, with an emphasis on optimizing the customer lifecycle and improving service experience.

Operational Management: Extensive background in the operational management of Call Centers, portfolio management, credit, collections, fraud mitigation, sales, and quality. Methodologies & Tools: Proficient in statistical analysis, process auditing, and operations optimization, utilizing methodologies such as Balance Score Card, COPC, and Agile.

Leadership: Experience supervising teams of over 420 people, controlling management indicators, information security, and budgetary/state projects.

Advanced Software Skills: Advanced proficiency in tools like Salesforce, Power BI, SAP, Javascript, Python, and CRM.

Core Competencies: High capacity for decision-making, working under pressure, and adapting to change. Intermediate English.

Datos destacados

8
8
years of professional experience
2023
2023
years of post-secondary education

Experiencia

Specialized Professional for Productive Processes

FONDO ROTATORIO POLICIA NACIONAL
04.2024 - 12.2025
  • Designed and implemented entity management indicators.
  • Integrated institutional insurance procedures (acquisition, endorsement, claims follow-up).
  • Managed PQRSCF (Petitions, Complaints, Claims, Requests, and Congratulations).
  • Ministry of Defense

Call Center Manager

UNIVERSITARIA UNIAGUSTINIANA
11.2023 - 03.2024
  • Implemented and managed the In-House Call Center.
  • Designed commercial strategies and mass campaigns.
  • Achievement: Increased conversion funnel by 4pp.

Account Manager Digital Channels

KONECTA - MERCADO LIBRE
11.2022 - 09.2023
  • Ensured service quality and KPI fulfillment.
  • Aligned commercial strategies with operations.
  • Responsible for campaign billing margin.

USC Operations Coordinator

LIBERTY SEGUROS
04.2022 - 10.2022
  • Managed medical telephone authorizations.
  • Coordinated internal customer service operations.
  • Increased productivity by 15% and conversion by 7%.

National Operations Coordinator Customer Service PRASS

OUTSOURCING - UNGRD Y MIN. PROTECCIÓN SOCIAL
11.2020 - 02.2022
  • Supervised PRASS COVIDn19 unit operations.
  • Managed remote personnel and KPIs.
  • Increased productivity by 9pp and kept quality above 90%.

National Operations Coordinator Customer Service

AMERICAS BPS SALUD TOTAL
05.2019 - 03.2020
  • Supervised Customer Service and Back Office.
  • Managed Call Center personnel.
  • Increased MO by 12% and productivity by 16%.

Operations Coordinator Sales and Customer Maintenance

BPO ARQUETTE SAS MULTI CAMPAÑA
06.2018 - 04.2019
  • Managed multi-product sales channel.
  • Coached analysts and controlled KPIs.

Formación

Specialization in Project Management -

UNIMINUTO

Professional in Business Administration - undefined

UNIVERSIDAD COLEGIO MAYOR DE C/MARCA

Diploma in Interventoría and Project Auditing - undefined

Diploma in Integral Management - undefined

Business Practice Communications Manager - undefined

Solidarity Entrepreneurship - undefined

Thinking Strategically - Marketing Essentials - undefined

Citibank & Harvard University

Implementing Strategy - Making Business Decisions - undefined

Citibank & Harvard University

Budgeting - undefined

Citibank & Harvard University

Solving Business Problems - undefined

Citibank & Harvard University

Personalizado

Número de identificación: CC 53.076.594

Idiomas

Inglés
Intermedio avanzado
B2

Cronología

Specialized Professional for Productive Processes

FONDO ROTATORIO POLICIA NACIONAL
04.2024 - 12.2025

Call Center Manager

UNIVERSITARIA UNIAGUSTINIANA
11.2023 - 03.2024

Account Manager Digital Channels

KONECTA - MERCADO LIBRE
11.2022 - 09.2023

USC Operations Coordinator

LIBERTY SEGUROS
04.2022 - 10.2022

National Operations Coordinator Customer Service PRASS

OUTSOURCING - UNGRD Y MIN. PROTECCIÓN SOCIAL
11.2020 - 02.2022

National Operations Coordinator Customer Service

AMERICAS BPS SALUD TOTAL
05.2019 - 03.2020

Operations Coordinator Sales and Customer Maintenance

BPO ARQUETTE SAS MULTI CAMPAÑA
06.2018 - 04.2019

Professional in Business Administration - undefined

UNIVERSIDAD COLEGIO MAYOR DE C/MARCA

Diploma in Interventoría and Project Auditing - undefined

Diploma in Integral Management - undefined

Business Practice Communications Manager - undefined

Solidarity Entrepreneurship - undefined

Thinking Strategically - Marketing Essentials - undefined

Citibank & Harvard University

Implementing Strategy - Making Business Decisions - undefined

Citibank & Harvard University

Budgeting - undefined

Citibank & Harvard University

Solving Business Problems - undefined

Citibank & Harvard University

Specialization in Project Management -

UNIMINUTO
GINNA MARCELA ABRIL CLAVIJO