Carlos Duque

Experience

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  Academia Cisco

  Jan 2003 - Sept 2005

  Jefe Plan Aseguramiento Calidad
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  Teleguardia Ltda.

  Oct 2005 - May 2007

  Director Técnico
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  Siemens Enterprise Communications Ltda.

  Sept 2007 - Jun 2008

  Ingeniero Residente
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  DIRECTV Latin America

  Jul 2008 - Jul 2021

  As Central Market Manager at Directv Colombia Ltda., I was responsible for the sales, marketing and field services operation in the regions of Cundinamarca, Boyacá, Arauca, Casanare, Meta, Vichada, Guainía, Vaupés, Amazonas, Tolima, Huila and Caquetá. My key responsibilities included:Maintaining and expanding the active subscriber base.Develop potential markets and acquire new business and customers.Manage postpaid, prepaid, Internet and digital channels such as DIRECTVGO.Establish and strengthen B2B and B2C partnerships.Lead and develop a team of 27 direct and 230 indirect employees.Coordinate the implementation and optimization of Service Centers to improve response times in the installation of services.Notable Achievements:• Significant increase in monthly sales from 60 to 800.• 30% increase in prepaid product sales.• 20% increase in sales of the postpaid product.• Leadership in the creation of Service Centers, achieving an optimization in response times for the installation of services. Show less As Market Manager for Antioquia at DIRECTV Colombia, I was responsible for directing sales, marketing and Field Services operations in the region. I supervised and developed a team of 60 people, ensuring compliance with objectives and operational excellence.Main responsibilities:Lead comprehensive sales and marketing strategies to drive market growth in prepaid and postpaid products.Strengthen the network of contractors and distributors to optimize coverage and operational efficiency.Develop and implement key initiatives to improve customer experience and increase loyalty.Coordinate and execute Corporate Social Responsibility (CSR) projects, highlighting the successful project with the Copa Atlético Nacional, which facilitated participation in other sporting events and strengthened the brand image in the community.Notable achievements:• Increased sales by 24% during my tenure in Antioquia.• Successfully positioned the brand through sports and community initiatives, consolidating DIRECTV's presence in the region. Show less As Field Services Manager at DirecTV Colombia Ltda, I strategically led the national installation and technical services operation. My focus was on optimizing efficiency, quality and customer experience in all operational activities.Main Responsibilities:Comprehensive development and management of the national installation and technical services operation.Leadership of a team of 37 people, focused on meeting objectives and continuous improvement.Implementation of strategies to guarantee service quality, reduce response times and optimize resources.Management of the contractor network to improve operational profitability and ensure excellence in execution.Close collaboration with other areas to align processes and ensure customer satisfaction.Outstanding Achievements:• Significant reduction in support calls from 24% to 8%, the best result in Latin America in 2016, with annual savings of US$228K.• Increased customer satisfaction from 93% to 96%, the highest ever in Colombia.• Improved service quality from 95% to 97%, setting a new standard of excellence.• Reduced SLA response times from 4 to 1.8 days, improving operational efficiency.• Increased operating profitability of the contractor network from 3% in 2015 to 7% in 2016.• In recognition of my outstanding management and results achieved, I progressed from Facilities Supervisor to Regional Technical Lead and finally promoted to the role of Field Services Manager. Show less Functional, technical and process leader, responsible for field practices and procedures that help deliver a better customer experience. Management of the installation and service operation in Antioquia, Chocó and Córdoba. Achievements: Creation of CES (Company Specialized in Services), growth of the direct technical structure and third parties. Design and implementation of Technical Assistance projects, multi-user networks and SID (DIRECTV Immediate System). Recognition Club Estrellas 2014. People in charge: 7 Show less

  • Regional Manager

    Jul 2019 - Jul 2021

  • Northwest Regional Manager

    Oct 2018 - Jul 2019

  • Operations and Field Services Manager

    Aug 2015 - Sept 2018

  • Northwest Regional Technical Manager

    May 2010 - Jul 2015

  • Supervisor Instalaciones Noroccidente

    Jul 2008 - Apr 2010
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  Mercado Libre

  Jan 2022 - May 2024

  Growth Manager Shipping

  Responsible for developing and executing the vendor acquisition strategy for logistics solutions in the region, from ideation to goal achievement. Creation of business plans that generate insights on vendors and the market, with the objective of optimizing and improving the efficiency of the program. Development of initiatives in collaboration with other Mercado Libre business units and leadership of cross-functional projects that generate positive impact on the business.Main responsibilities:Ensure the development and success of sellers on the platform, exceeding operational and productivity goals.Lead the planning, productivity and results of the Business Process Outsourcing (BPO) centers in Brazil, Mexico, Colombia, Argentina and Chile.Lead a team composed of 4 direct reports and 120 indirect reports.Key achievements:• Development and implementation of Business Process Outsourcing (BPO) centers.• Significant increase of salespeople: in Brazil from 500 to 1,800 per month, in Colombia from 60 to 190, in Chile from 60 to 256 and in Argentina from 100 to 300.• Expansion of shipments in Brazil from 4.5 to 11 million.• Formation and development of a solid call center team, increasing its productivity. Show less