Alejandro Camelo

Experience

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  Telefónica

  Sept 2001 - Oct 2003

  Sales Administration Assistant

  Corporate Account Management: Managed corporate accounts including Bancafè, Impsat, Universidad Antonio Nariño, among others, focusing on post-sales and customer service. Ensured the satisfaction of assigned clients and upheld compliance with Service Level Agreements (SLAs) and other contractual agreements.Project Coordination and Follow-Up: Coordinated internal teams for the execution of new projects and services such as last-mile connectivity, Red Frame Relay, VSAT, SCPC, hosting, housing, and IP services. Responsible for receiving relevant documentation from the sales department to formalize service sales and process them through the ERP system.Execution of Ready for Service and Ready for Billing: Acted as the executor of Ready for Service (RFS) and Ready for Billing (RFB) processes, ensuring that services were fully operational and ready to be billed to clients upon completion. Show less

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  Sitel

  Mar 2004 - Sept 2007

  Team Manager

  SITELTEAM MANAGEROperational Blending Design and Performance Management: Led the design and performance management of the blending operation at the Resellers Support Center for the Rolam region (Rest of Latin America) & Mexico. Coordinated and monitored activities involving resellers, end-users, and High Power Partners to ensure operational excellence.Service Level Agreement Compliance: Ensured compliance with Service Level Agreements (SLAs) agreed upon with American Power Conversion, managing key performance indicators (KPIs) and processes. Handled incidents and coordinated human resources effectively to maintain service standards.Comprehensive Project Management: Oversaw the end-to-end management of projects, addressing the needs of the channel spanning 13 countries (Andean region, Central America, and the Caribbean) for the manufacturer of UPS and Infrastructure solutions, American Power Conversion.Business Opportunity Growth: Achieved a remarkable 17% growth in business opportunity generation for the commercial sector in the Caribbean and Colombia, demonstrating strategic prowess and market penetration capabilities. Show less

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  NetPartners International

  Feb 2008 - May 2008

  SAP SD Consultant

  • Supported SAP SD transaction implementation and functional testing. • Coordinated technical implementations for Sab Miller’s IQ project.

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  CONSTRUCTORA BOLIVAR

  Jun 2008 - Aug 2013

  Contact Center Director

  Constructora Bolívar | Jun. 2008 – Aug. 2013 • Established and managed the contact center, enhancing sales and customer service efficiency. • Applied methodologies like NPS, Customer Journey Mapping, and Service Blueprint. • Increased customer response efficiency by 35% through automation.

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  Internacional de Vehículos

  Jul 2014 - Jul 2016

  Crm & Contact Center Coordinator

  • Developed CRM strategies to boost sales and customer retention. • Led NPS implementation, optimizing customer satisfaction. • Automated service processes, reducing customer response time by 40%.

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  Concesionario Jorge Cortés

  Apr 2016 - Jul 2019

  Business Development And Contact Center Director

  • Designed post-sales service channels, improving customer retention. • Managed CRM-driven marketing campaigns, increasing lead conversion by 30%. • Established and led a contact center for customer service, accessories, and inquiries. • Implemented NPS methodology, Customer Journey Mapping, and Service Blueprint to enhance customer experience.

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  Profesional independiente

  Jul 2019 - Nov 2023

  Consultant/independent.

  • Designed and implemented customer experience initiatives, loyalty programs, and engagement strategies. • Led digital marketing campaigns for home automation (IoT) solutions, increasing adoption by 40%. • Optimized post-sales support processes, reducing customer churn by 20%.

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  Alexandra Lozano Immigration Law PLLC

  Nov 2023 - Feb 2024

  Client Specialist

  Provide exceptional customer service and support to clients throughout the immigration process, addressing inquiries, concerns, and providing regular updates on case status.• Delivered exceptional customer service, guiding clients through U.S. immigration processes (VAWA). • Collaborated with internal teams to optimize workflows and improve client experiences. • Maintained a 98% client satisfaction rating through effective case management and communication.

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  ARTE 3 D

  May 2024 - now

  BUSINESS DEVELOPER

  • Developed and scaled an online art reproduction business, integrating digital marketing and e-commerce strategies. • Implemented targeted online advertising, increasing brand awareness among art collectors. • Managed end-to-end production, including 3D modeling, quality control, and logistics. • Enhanced customer engagement by providing a personalized shopping experience.