Jose Fernando Lotero Ramírez

Managed Personnel: Oversaw a team of over 1,400 individuals, including 4 Managers (Territory and Channels), 110 staff and supervisors, and more than 1,300 salespeople distributed across 3 direct sales channels and 4 indirect channels.

Key Responsibilities:

• Lead the customer acquisition, service, and retention strategy across the Southern territory, ensuring the achievement of commercial and operational targets.
• Manage and secure the Head Count across various channels and Commercial Operations, encompassing trade marketing planning, training, offerings, staffing, and operational models.
• Ensure effective execution of commercial plans, focusing on customer retention and quality sales to optimize the channel mix.
• Design, structure, and implement strategic plans tailored by zones and channels, aligned with growth strategy.
• Define and implement the expansion (rollout) of network and commercial channels across new and existing formats.

Achievements:

• Achieved a +3.3 percentage point increase in postpaid mobility Market Share (from 10.7% to 14.1%) over two years.
• Designed and implemented a distribution model transformation in Cali, achieving +30% in acquisition and +35% in new active accounts.
• Implemented a 360° staffing model in company-owned stores, reducing turnover from 16% to 4%.
• Rolled out 36 new stores across the region from 2023 to 2024, driving a +30% increase in postpaid acquisition.

Managed Personnel: 7 direct reports and 13 indirect reports.

Key Responsibilities:

• Ensure the comprehensive 360° toolkit for sales in the prepaid segment (head count, commercial strategy, incentives, accelerators, offerings, training, and operational marketing plan).
• Localize the commercial strategy for the prepaid and recharge segments for the coastal region.
• Propose and oversee strategies in collaboration with the prepaid segment team for existing customer base.
• Ensure the effective execution of sales initiatives and strategies to optimize performance in the prepaid segment.
• Ensure the execution of commercial operation models in territories and control of sales costs through productivity supervision.

Achievements:

• Created and consolidated a new sales channel with 313 PAP salespeople under a BPO model, resulting in over 20,000 new prepaid sales and 1,200 new postpaid accounts each month.
• Achieved a growth of 2.9 percentage points in prepaid Market Share from 2021 compared to 2020.
• Designed and implemented a "trial" model, successfully placing 60,000 new prepaid lines on the street through cross-channel efforts.

Managed Personnel: 12 direct reports and 43 indirect reports

Key Responsibilities:

• Allocate trade marketing budget and commercial objectives to sales teams.
• Ensure the comprehensive 360° sales toolkit is available to all commercial teams (offerings, incentives, accelerators, strategy, commercial operation model, trade marketing budget, and training).
• Ensure the implementation of commercial operation models and propose improvements to processes for operational efficiencies.
• Guarantee the execution of the training matrix in the coastal region.

Achievements:

• Co-designed and implemented a remote sales plan for 1,200 in-person advisors during the pandemic.
• Achieved a sales growth of over 8% in household sales for May and June compared to pre-pandemic levels in January and February.

Managed Personnel: Over 300 individuals, including 20 staff and supervisors, with more than 280 salespeople distributed across 4 direct sales channels and 4 indirect channels.

Key Responsibilities:

• Ensure compliance with commercial indicators, customer service, and retention in the territory.
• Design and implement commercial tactics, localizing the strategy for the territory.
• Lead and ensure selection processes and personnel development.
• Ensure Head Count occupancy in channels is maintained at a minimum of 95%

Achievements:

• Designed and implemented a cultural plan with the territory team, improving the GPTW rating from 82 to 88 within one year.
• Implemented a prepaid bundling strategy, increasing ARPU from $9.3k to $9.8k.
• Launched a new household sales channel through a commercial partner, achieving over 1,000 products sold per month after one year.

Managed Personnel: 3 direct reports, 18 indirect reports

Key Responsibilities:

• Deploy the commercial strategy for the distribution and top-up channel in the coastal region.
• Implement the national distribution operation model in the region, proposing improvements based on identified opportunities.
• Supervise and support commercial agents in tracking sales numbers and implementing strategies.
• Ensure alignment in operational models among distribution channel executives.
• Conduct field visits to sub-territories to verify the implementation of commercial strategies, trade and marketing strategies, and point-of-sale training.

Achievements:

• Consolidated and grew the DTH (Satellite Television) sub-sales channel, increasing sales from 800 per month in January 2018 to 3,900 in December 2018, making the region No. 1 in sales.
• Contributed to the design and implementation of the 2018 top-up plan, achieving a 2-point recovery in value market share according to Nielsen.
• Increased sales of packages within gross (new prepaid lines) from 25% to 55% over 12 months.

Key Responsabilities:

• Ensure compliance with service indicators monitored by the Superintendence of Industry and Commerce for Tigo Une in the coastal region.
• Ensure compliance with commercial indicators across 27 customer experience centers in the coastal region.
• Select, train, support, and develop the staff group for managing the 27 customer experience centers in the coastal region.
• Ensure coverage of advisor personnel in each customer experience center.
• Identify new locations for store rollout (customer experience centers).
• Guarantee profitability at the EBITDA level for customer experience centers and PayBack for new centers.
• Identify locations and manage kiosk operations in shopping centers, ensuring profitability.
• Ensure training and understanding of processes, procedures, and guidelines in customer service operations.
• Implement new technologies in customer experience center operations to improve service, wait times, and customer effort.
• Implement and maintain the customer service operational model in the coastal region.

Achievements:

• Increased customer service compliance indicators from 60% to 93%.
• Improved profile of commercial advisors; 90% now professionals.
• Consolidated teamwork among managers across all Customer Experience Centers.
• Recognized as Best Channel Director in the region for 2 quarters in 2014.
• Received two awards in "Best of the Best" recognition ceremony (Dec 2015) for UpSale and Retention projects.

• National Distribution Director
• Business Support Manager