Experience

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  Brinks inc colombia

  Feb 2011 - Sept 2012

  Service executive

  • Consolidate reports on the status of the customer service process, concerning incident classification, response timeliness, etc.• Monitor and control improvement plans for the operational process and customer complaints received.• Design a customer service process for the Electronic Scoring project.• Ensure the execution of service level agreements agreed upon with clients, minimizing the impacts resulting from operational changes.

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  Iron mountain

  Sept 2012 - Apr 2015

  Optimization engineer

  • Design future processes using BPM methodology.• Determine optimal workloads for specific client processes.• Build productivity indicators for the operation of each product line through analysis of observed process times and movements.

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  Sodimac colombia

  May 2015 - Jan 2017

  Productivity and efficency analyst

  • Participate in the nationwide migration of the POS system.• Design future processes using BPM methodology.• Train all stakeholders on the changes implemented in the project processes. • Ensure effective mass communication planning in different locations across the country.• Lead the documentation of project procedures required to formalize the delivery of processes to functional leaders.

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  Falabella retail s.a

  Feb 2017 - now

  • Lead working groups and innovation sessions to design processes and indicators.• Develop and implement initiatives focused on improving process productivity while ensuring customer satisfaction.• Ensure timely and effective communication of new policies, processes, and instructions.• Align work goals between different teams and departments by formalizing the agreements reached.• Foster synergy among work teams to establish common goals.• Coordinate the definition of cross-functional processes between different departments to reduce losses and achieve operational goals.• Plan and prepare necessary actions to address high flow periods of work, using indicators for monitoring and control purposes. Show less • Plan and execute the treasury process optimization project in stores, generating savings in daily operations.• Quantify feasible improvements in customer service processes, merchandise dispatch processes, and returning processes, among others. Develop action plans, assign responsibilities, and set estimated delivery dates using the agile framework Scrum.• Create budgets for various processes and monitor indicators to ensure optimal customer service coverage.• Standardize customer service processes and protocols for different customer service channels. Show less

  • Postsales Store Chief

    Feb 2021 - now

  • Project Manager

    Feb 2017 - Feb 2021