Anggie G.

Experience

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  ETB

  Apr 2012 - Feb 2013

  Technical Support Consultant

  ETB is one of the principal telecommunication companies in Colombia.As an Technical Support Consultant, I provided customer service by diagnosing and resolving internet-related issues.1. Diagnosed and resolved technical issues, ensuring customer satisfaction by providing clear explanations of service functionality.2. Scheduled technical visits to address complex problems, improving service response times and overall customer experience.

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  SITA

  Jul 2013 - Dec 2013

  University Intern

  SITA is the IT provider for the air transport industry, delivering solutions for airlines, airports, aircraft, and governments.As a University Intern, I supported airline clients by resolving incidents and assisting with server operations, ensuring smooth technical functionality.1. Provided support for incidents related to Windows Server 2003 and 2008, implementing changes to operation emulators tailored to each airline.2. Ensured smooth operations by verifying task completion percentages and standardizing procedures for the team.3. Delivered immediate solutions to client inquiries, enhancing operational efficiency and customer satisfaction. Show less

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  INTERCONTACT

  Mar 2014 - Aug 2015

  Operations Manager

  Intercontactcenter was a leading BPO company based in Colombia, providing global IT, BPO, and digital services.As Operations Manager, I was responsible for enhancing the performance of frontline operations by implementing strategies to improve key performance indicators (KPIs).1. Implemented strategies to optimize KPIs such as adherence, absenteeism, quality, and Average Handling Time (AHT) for frontline staff.2. Monitored and controlled personnel management times, ensuring the efficient handling of operations.3. Built a strong, efficient team by continuously improving operational processes and performance metrics. Show less

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  BRM S.A.

  Aug 2015 - Oct 2016

  Operational Planning Manager

  BRM SAS, a Colombian company, specializes in Brand Relationship Management, focusing on creating meaningful and purposeful connections between brands and their customers through simple, impactful interactions.As the leader of the data development and visualization team, I was responsible for monitoring traffic across Call Center, Customer Assistance, Sales (CAVS), and social media operations for Claro.1. Generated accurate projections and dimensioning for optimizing Claro’s national operations.2. Automated key operational processes, improving efficiency and data accessibility.3. Provided ongoing support to users, ensuring smooth operation of systems and tools used for traffic monitoring. Show less

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  Intercontactcenter

  Nov 2016 - Jul 2018

  Operational Control Manager

  Intercontactcenter was a leading BPO company based in Colombia, providing IT, BPO, and digital services globally.As Operational Control Manager, I supervised sales, support, and operations, ensuring service quality by monitoring process times and key performance indicators (KPIs).1. Monitored and issued alerts for deficiencies in operational indicators such as response times, conversation duration, and service levels, ensuring consistent quality in external client services.2. Identified and implemented improvements that positively impacted billing and operational efficiency.3. Supervised workforce processes and ensured compliance with Claro’s security policies, conducting internal audits and contract reviews.4. Provided detailed NPS reports, analyzing customer satisfaction and recurring client trends, and collaborated with partners to address any service deficiencies. Show less

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  AST

  Jul 2018 - May 2019

  Chief Operations Officer

  AST is a global leader in customer management business process outsourcing, with over 130,000 employees across 26 countries, providing end-to-end customer management solutions, including acquisition, retention, technical support, and collections, built on a sustainable business model.As Chief Operations Officer, I was responsible for ensuring the profitability of Inbound, Outbound, Blending, and Backoffice campaigns, particularly focusing on Claro Hogares’ sales digitalization initiative.1. Managed the operational performance of supervisors and support teams, implementing strategies that improved profitability and exceeded client expectations.2. Conducted audits to ensure contract compliance, addressing issues and implementing corrective measures as needed.3. Supervised and developed BPO staff, ensuring task efficiency, productivity, and continuous training.4. Created and implemented projects focused on optimizing KPIs, profitability, and operational processes, presenting insights and improvements to senior management. Show less

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  COLSUBSIDIO

  May 2019 - Mar 2020

  Management and Control Supervisor

  Colsubsidio is a private non-profit organization that is part of the Social Security and Protection System in Colombia. The organization’s mission is shaped by the recognition of individuals as integral beings with dynamic, multiple, and interdependent needs, in line with the evolution of the Colombian state’s social function.As part of the management and control team, I was responsible for overseeing data modeling, visualization, and analysis for clients of the compensation fund managed through the BPO.1. Designed and implemented dashboards to monitor process flows, identifying delays and taking corrective actions to optimize operations.2. Collaborated with channel managers to implement efficiency improvements across multiple customer service channels, enhancing service delivery.3. Supervised daily operations and resource management, ensuring adherence to quality and performance standards.4. Coordinated project closure by delivering final reports and dashboards, conducting a thorough review of lessons learned for future process improvements. Show less

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  Global Hitss

  Mar 2020 - Jun 2021

  Project Operations and Service Coordinator

  Global Hitss, part of the América Móvil Group, is an IT and Digital Transformation leader with over 30 years of experience. The company supports clients across the Americas, providing high-value solutions through vertical industry specialization that enhances revenue, reduces costs, and improves customer experience.As Project Coordinator, I supervised and controlled operational activities to ensure the efficient execution of BPO processes, adherence to quality standards set by regulatory authorities, and minimized risks related to data handling.1. Developed and maintained dashboards to track KPI and OKR performance, improving the visibility of BPO operational results.2. Ensured compliance with Superintendence of Industry and Commerce regulations, safeguarding against improper data handling.3. Proposed and implemented process improvements that increased operational efficiency and productivity.4. Established and enforced information security policies, classifying data by sensitivity to focus security resources on critical information. Show less

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  BNP Paribas Cardif

  Jun 2021 - Aug 2023

  Reporting and Implementation Coordinator

  BNP Paribas Cardif (Cardif) is the personal insurance subsidiary of the BNP Paribas Group and the world leader in the credit insurance market.I led the telemarketing team, responsible for coordinating BPO providers to convert at least 12% of clients from bank databases into clients for our insurance company through targeted sales campaigns.1. Coordinated and executed sales campaigns, achieving the conversion target of 12% of bank clients into insurance customers.2. Developed and optimized the reporting system using ETL, Power BI, and QlikView, improving the efficiency of data collection and report generation for banking clients.3. Identified project risks and implemented strategies to mitigate them, ensuring deadlines were met and activities progressed as planned.4. Streamlined communication across departments, enhancing collaboration and aligning reporting with client needs. Show less

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  WebThree

  Feb 2024 - Nov 2024

  Operations Manager

  WebThree is a Blockchain & DLT development and consulting agency that provides custom crafted solutions covering a large segment of the market with services such as Decentralized Application Development, Smart Contract Development, and more.My primary responsibility was to design and implement an internal system to centralize all client and project information into a single platform. I later developed dashboards and schedules to visualize the real-time daily workload required for project delivery and to project deadline forecasts. I coordinated the team to collect data from various sources, set projected completion dates, and provided precise updates on expected project deadlines.1. Designed and implemented a centralized system: Successfully created a system to centralize client and project information, significantly improving efficiency in data access and management.2. Developed dashboards for workload and deadline visualization: Built real-time dashboards and timelines that provided clear insights into the team’s daily workload and future project deadlines, facilitating better project planning.3. Coordinated cross-departmental communication: Ensured effective communication between departments, leading to smoother collaboration and more accurate project status updates.4. Generated data-driven reports for executive decision-making: Created detailed reports on KPIs, project progress, and team performance, which supported strategic decision-making at the executive level. Show less

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  Lincer

  Oct 2024 - Nov 2024

  Process Consultant

  Conducted interviews and gathered data to understand existing workflows and identify improvement areasCreated flowcharts to visually represent workflows, roles, and decision points.Pinpointed inefficiencies and bottlenecks for optimization.Recommended process restructuring, new technologies, and performance metrics to enhance efficiency