Experience

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  Nokia mobile phones

  Feb 2010 - Apr 2014

  Monitored the operation in the Service Center, to guarantee the quality of the product base on KPIs on target.• Standardize repair, performance and reporting processes for both LRHs according Nokia policies, guarantee they are up to date. • Achieved 100% of compliance develop/implement actions plans as a result of global audits based in ISO 14001, 9001 and 18001, in 90 days. • Guarded the RLT over 95%, according to SLAs signed, as a result of strategies developed.• Attended carrier meetings, working together, improving and increasing the satisfaction for end customer.• Cooperated in a definition and implemented of a logistic project, reducing transit time for import of spare parts, improving repair capacity and times of response around 50%.• Reducing swap consumption in 5% of high-cost devices Implement harvesting process.• Supported the process and implementation for an RFQ phases of Logistic HUB in Colombia with full implementation in 30 days. Show less

  • Local Repair HUB Manager-LRH(Colombia & Venezuela)

    Apr 2013 - Apr 2014

  • Customer Care Engineer

    Feb 2010 - Apr 2013
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  Microsoft

  May 2014 - Sept 2014

  Quality & readiness manager ltan

  Responsible to share the analysis about the product performance, and guarantee, product quality in pre-post sales stage.• Drove and closed the negotiation in a regional homologation process, reducing the time from 3 months to one. • kept 100% of Readiness process under control in all of the Region. • More than USD 300k of savings, thanks to fast detection and solution of an issue in a massive consumer product.• Lead the reduction of time resolution for quality issues, between Marketing, Commercial and R&D teams in 2 wks. Show less

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  Huawei technologies

  Nov 2014 - Feb 2016

  Device service manager

  Frontend Support to key Carriers, together with commercial area using continuous improving for customer relationship based on KPIs performance, SLA´s assurance, and product quality.• Reducing the response time in 50%. Of premium support to Carriers, based on a new process defined.• Fast and overwhelming negotiation with the main carriers, clearing the accounts around USD $100.000. • Implemented a formal process to keep in "0" the carriers accounts for pending payments. • Created a DOA validation process between Carrier and Service Center with USD $15K of monthly savings.• Actively participation in SOW, RFQ and RFP, for New Service Center for new operation leading the transition. • I increased by 10% of customer satisfaction in two months through good management in a largest Operator. Show less

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  B2x care solutions

  Mar 2016 - Sept 2016

  Technical customer service manager

  I have to support Customers and Partners, developing projects, trainings, readiness, and quality escalations to R&D teams.• I Increased electrical repair activities of key products, from 0.5 to 2% based on training and research with the ODM. • 30% of savings in warranty cost for a key product, thanks to a research of quality Issues.• Overcome the score of the target of technical audits in the region, mainly in Peru Service Center.• I reduced the bounce impact in 2% points, based on repair improving actions.• Implement new repair process based on Business Case reducing warranty cost for some products. Show less

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  B2x care solutions

  Nov 2016 - Apr 2018

  Team leader customer service technical area lta north

  Responsible to manage all projects from technical side perspective, delivering quality of service and providing solutions, trainings, and share technical info., to improve customer satisfaction from partners and customers (ext-int).• Cooperated in end-to-end project of creating Service stores in Mexico.• Promoted successfully projects like spare parts recovery, reducing warranty cost in 10%. • Developed escalation processes for quality Issues to R&D teams, improving TAT in 60%.• Reduce swap-rate from 38% to 16% of the region leading a project together with the areas involved.• Standardize the technical audit process, achieving 90% average score in the region. Show less

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  Samsung electronics

  Dec 2018 - Jan 2023

  Head of team manager technical support customer service

  Leading Technical and Quality area, and support CX from Technical perspective, focused in customer satisfaction, throughout quality of product, quality of repair process, Service Center excellence, B2B support, regulation and government (Retiq)-ESG matters. Manage the budget for our operation which include BPOs (CX), vendors and new projects, developing technical and financial sustainable solutions.• Lead program of products certification in terms of Colombia Regulation, as an active member of ANDI Discussion. • We developed a quality program based on EWP, solving quality issues in early product life, saving USD 300, 2019.• Designed and Implemented defect reduction program to keep best KPIs of region in 2021.• Standardize the technical audit process, achieving 100% of coverage in Colombia.• Implement a success program to improve New Product Introduction.• Support a success implementation of ESG for the company and achieve Gov. goals. Show less

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  Csg

  Feb 2023 - Apr 2024

  Manager service management

  As a service Manager for All Caribbean Customer (around 25 Markets) I had two core areas to support: For Customer Support, reporting in a weekly, Monthly, and quarterly basis KPIs to assurance SLAs, governance follow up for 3PP, technical management control and support release deployments to customer Env., Incident and problem Management and Deliver Root Cause Analysis and Change Management.From project side, lead governance integration, support and control enablement process, project reporting and follow up by internal ADOs, keep Lessons learned, risks and access management up to date. Additionally, management of Major incidents and resourcing necessary to solve into SLAs. All items include proper documentation.• Coordinate and Manage Enablement process with project requirements achieving 100% on time.• Delivered 100% documentation for Transactions fees, Readiness Tests for project side.• Supported implementation of the SOW of during the transition process. • Success support in the transition to operation stage to all resource teams for L1, L2 and L3. • Monitor and contribute to achieve 100% of SLAs into the regular operation.• Success 3PP Management and alignment to achieve standard operation. Show less