Adriana Perez

Experience

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  Zona K

  Feb 2013 - Mar 2017

  Restaurant Manager

  - Manager of several restaurants within the organization, leading teams of up to 70 people.- Inventory management, treasury, personnel and customer service.

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  Donut Factory - Nutrix

  Mar 2017 - Jan 2018

  Head of Commercial and Operations Area

  - Sales management and negotiations with supermarket chains.- Operations supervisor for direct sales points and production plant manager for institutional and commercial brand.- Donut Factory brand and image change.

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  THE CLICK CLACK HOTEL

  Jul 2018 - Jul 2019

  Events, Food and Beverage Leader

  - Restaurant, room service and internal and external events management for the Bogotá hotel. - Negotiations, sponsorships, costs, sales, systems implementation and personnel administration.

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  DRUO

  Oct 2019 - Aug 2020

  Operations Coordinator

  Process and flows of payment facilitating model operations development (aggregator model). - Liquidation and billing. - Onboarding and commercial relationship. - Disbursements, reimbursements and chargebacks.Customer Service - Onboarding (KYC docs) and contracts subscription. - Help desk, solution of queries and store activation. - Definition and kick-off of scripts for bots and IVR. - Service protocol and communications manual creation.Product - Product Owner - Agile and SCRUM methodologies team management. - Definition of E-Commerce product. - Definition for web/mobile and app screens. - Quality.Marketing - Definition and kick-off of social media campaigns and DRUO.COM in various languages. - Onboarding processes implementation, including forms and terms and conditions. Show less

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  SumUp

  Dec 2020 - Oct 2022

  Customer Experience Lead

  Duties and achievements - Customer facing operations area creation, keeping the best key metrics of the region for Colombia and Perú. - Leadership of a 22 person team, with a 95% eNPS satisfaction. - Development and implementation of different metric indicators like KPIs and OKRs.Support - Omnichannel service creation (inbound and outbound calls, email and social media, bots and IVRs and self-service experiences. - CX processes asembly for the external sales force and outbound campaigns launch with 50% sales conversion. - Creation of processes and best practices for a differential customer experience (80% of the promoters are due to the service and attention received). - Creation of outbound campaigns for proactive support. - Creation of specialized agents positions to provide first contact resolution (logistics, IT, payments, etc.). - Assembly of support processes for Australia. - Leadership of the operating team with a 4.8+ CSAT and 90%+ FCR.Onboarding (KYC) - Flows definition and KYC processes, considering the market regulation and the KYC global policies of the company. - Automation of Know Your Customer processes. - Collaboration with risk and fraud in the development of transactional monitoring and AML. - Continuous KYC processes improvement avoiding additional touchpoints with the merchants. - Less than 1% of false positives in KYC.Quality - Scorecards, flows and quality processes creation for support and onboarding. - Training plan development for new agents and training for current team members. - 100% team productivity, above the peers in other SumUp markets. Show less

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  Milio (YC W23)

  Feb 2023 - Apr 2023

  Operations Manager
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  Amadeus

  Apr 2023 - now

  • Operations Manager - ASC DCS

    May 2024 - now

  • Global Operations and Aplications Lead

    Apr 2023 - May 2024