Juan Carlos García Gaviria
Bogotá - Cun
Overview
14
14
years of professional experience
Work History
Operations Manager
University Politécnico Grancolombiano - Red Ilumno
Bogotá - Cun
06.2021 - 10.2022
- Provided exceptional customer service to students, increasing customer loyalty 90%.
- Developed and launched student dropout prevention program, increasing permanence 8%.
- Devised processes to boost long-term student service success and increase profit levels.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Reduced operational risks while organizing data to forecast performance trends.
- Developed systems and procedures to improve operational quality and team efficiency.
Service Manager
University Politécnico Grancolombiano - Red ilumno
Bogotá - CUN
02.2017 - 06.2021
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Evaluated final results to determine quality levels and isolate root causes of any identified faults.
- Updated existing customers on new products, updated services and changes in accounts to maintain good rapport and increase sales 7%.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Maintained effective customer service by responding to service requests quickly to increase overall sales by 10%.
- Kept Student records in CRM 365, accurately detailing customer information, payment processes and conditions.
Product Manager
University Politécnico Grancolombiano - Red Ilumno
Bogotá - CUN
11.2013 - 01.2017
- Boosted customer base penetration 13% by devising creative promotional approaches.
- Attained margins of more than 20% while leading international programs.
- Conceptualized and deployed enhanced product features and optimized implementation for use in marketing strategies.
- Established criteria for each milestone within product roadmap as means to measure developmental progress.
- Managed benchmarks, product demonstrations and testimonials for performance evaluation.
- Developed pricing strategies while balancing firm objectives with customer satisfaction maximization.
- Monitored market trends and competitor performance and analyzed gaps to update promotional strategies and maximize sales.
Product Coordinator
Claro Mobile Solutions
Bogotá - CUN
10.2008 - 10.2013
- Conceptualized and deployed enhanced product features and optimized implementation for use in marketing strategies.
- Assessed costs and estimated production capabilities and economic value of mobile products, to evaluate economic viability.
- Reviewed sales, customer concerns and new opportunities to drive business strategy at weekly planning sessions.
- Prioritized roadmap in order to achieve product goals and metrics.
- Incorporated product changes into marketing messages to drive customer engagement and maximize profits.
- Coordinated design meetings and decisions across 9 internal departments and teams
Education
MBA - Business Administration And Management
School of Industrial Organization - EOI
Madrid, Spain12.2011
Electronic Engineering - Engineering Technology
Colombian School of Engineering Julio Garavito
Bogotá, Colombia04.2006
Skills
- Leadership
- Planning
- Teamwork
- Communication
- Motivation
- Problem solving
- Oriented to goals and results
- Service attitude
Websites
Languages
Spanish
Native language
English
Advanced
C1
French
Elementary
A2
Timeline
Operations Manager
University Politécnico Grancolombiano - Red Ilumno
06.2021 - 10.2022
Service Manager
University Politécnico Grancolombiano - Red ilumno
02.2017 - 06.2021
Product Manager
University Politécnico Grancolombiano - Red Ilumno
11.2013 - 01.2017
Product Coordinator
Claro Mobile Solutions
10.2008 - 10.2013
MBA - Business Administration And Management
School of Industrial Organization - EOI
Electronic Engineering - Engineering Technology
Colombian School of Engineering Julio Garavito