Freelancer profile translated to English.

Description

As a strategic leader passionate about transforming the customer experience, I have always believed that magic happens when organizations are truly connected with their customers; I specialize in creating and consolidating customer service areas that not only satisfy but exceed expectations. With a solid track record in process optimization and high-performance team leadership, my focus is on fostering a customer service culture of connection and closeness.

In my professional experience, I have designed and implemented strategies that have increased customer satisfaction by 90%, boosted commercial growth by 200%, and transformed customer service into an effective omnichannel model. My ability to standardize processes, manage key indicators, and motivate teams allows me to generate tangible results that positively impact loyalty and business growth.

I am committed to continuous improvement and the development of human potential, always seeking new ways to innovate and add value. My goal is to continue contributing to organizations that value excellence in service and strategic leadership.

Industry field of expertise

Languages

Spanish
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

ARESS CORREDORES DE SEGUROS S.A
Customer Management Coordinator
October 2017 - July 2024 (6 years and 9 months)
Medellín, Medellin, Antioquia, Colombia
Responsible for designing and consolidating the customer service area from scratch in the company, developing strategies focused on the customer experience through omnichannel, accompanying and training the team to achieve the objectives. Standardization of processes and workflows, budget control and measurement of key management indicators. In addition, train the primary team in the company's internal control system.

Achievements
• Created and developed the customer service area from scratch, expanding the team from 2 to 9 people, including my role.
• Designed and implemented innovative customer experience strategies, improving customer satisfaction by 90%.
• Created a customer service culture, strengthening the visibility of the unit for both internal and external customers.
• Enabled a new sales channel, driving commercial growth of 200% in one year and generating new revenue for the company.
• Centralized key processes that were previously dispersed in other areas, consolidating them under customer service.
• Standardized all processes, ensuring the effective transmission of knowledge.
• Transformed customer service from a telephone channel to an omnichannel approach, integrating technology to innovate and improve service.
ARESS Corredores de
Telemarketing Assistant
February 2016 - April 2017 (1 year and 2 months)
Medellín, Medellin, Antioquia, Colombia
Responsible for providing comprehensive service to customers, managing their insurance policies and maintaining proactive communication to resolve pending procedures.

Achievements
UEN Personas
Commercial Executive
April 2017 - October 2017 (6 months)
Responsible for providing advice to clients in the administration of their risks, in the areas of personal insurance, with the purpose of retaining them and accompanying them for the integrality of their portfolio.
Achievement
• Implemented improvements in customer service strategies, managing to establish valuable relationships with them and increasing the levels of loyalty and income for the organization.