Esteban Robledo Perdomo

Experience

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  Avianca

  Mar 2008 - Feb 2011

  Managed sales calls of boarding passes and new products nationally andinternationally on the contact center channel.Together with the supplier, we achieved compliance in the sale oftickets by 115% and 50% growth in the sale of new products: travelinsurance and car rental.I improved some sales processes that facilitated effectiveness salesand optimization of calling schedules Supported the implementation and management of new sales channels,national and internationally, performing marketing and sales activities foropening, growth, and consolidation of the channels.We achieved a sales growth of 40% in the period of time worked.I contributed with the opening of 27 selling points

  • Sales Calls Coordinator

    Feb 2010 - Feb 2011

  • New Channels Analyst

    Mar 2008 - Feb 2010
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  Muma Mobiliario

  Sept 2011 - Aug 2015

  Sales Administration Lead

  Managed sales administration of direct and indirect channels, national andinternationally, supporting, planning, and managing along with other areasfor business achievement.As a team, we achieved sales growth of 15% in the company, 2011 to2014.I lead the SAP sales and distribution module implementation project, aspart of the ERP Project.I improved the efficiency of the commercial process through budgets,BI Business Intelligence, compensation and incentive plan, commercialstructure, training, monitoring sales, and technology.I designed and operated with different areas the Demand Plan, whichfacilitated the planning of orders and improvement in delivery timesand business achievement.I made the customer segmentation model that allowed theimplementation of relationship strategies and upturn of the valueproposal. Show less

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  Universidad EAFIT

  Sept 2015 - Sept 2019

  CRM Relational Marketing and Customer experience Lead

  Managed relational marketing and user experience, designing andimplementing acquisition, conversion, growth, retention, and recoverystrategies for the different stages of the student's life cycle. Worked onservice processes and service channels.We maintained the number of new undergraduate students, achievinghigher numbers in both, students from other regions, and others withlow purchasing power, which helped to fulfill the social mission of theUniversity.We increased the postgraduate student’s cohort of the 2018-2 by 15%.I lead the CRM implementation project (Oracle Eloqua and Oracle Salescloud).I increased conversion of leads through automation campaigns, usingdigital media, analytics, and data.I achieved contact data quality by 91%.I implemented virtual contact channels such as chatbot and WhatsApp.I optimized resources and processes of the contact center, anddeveloped strategies to promote programs that impacted customersatisfaction by 91% and increasement of new students.I improved the experience of the registration and enrollment processthrough satisfaction research, journey maps and design thinking. Show less

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  COMFAMA

  Mar 2020 - Apr 2021

  Service and Customer experience Lead

  Lead the service and user experience in the Eastern region of Antioquia, managing the service channels, headquarters, recreational parks, andservices.We achieved the reactivation of services during the pandemic, complying with biosafety measures and ensuring a good user experience.We handled more than 40 thousand applications for unemployment benefit and mentoring through the management of telephone campaigns

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  Oracle

  Apr 2021 - now

  Customer Success Manager Apps CX / Marketing / CRM / ERP / EPM financial/ HCM

  I help companies to use and adopt Apps (cloud) contributing to their business success. I manage customer experience through a comprehensive service