Resume Executive in Canada Montreal

COMMERCIAL DIRECTOR & CUSTOMER EXPERIENCE​Mar 2017 - Dic 2023 RGC Engineering, Construction and oil and gas.​ • Defined, developed and executed the company commercial strategies for the sale of construction corporation projects and home gas networks, obtaining benefits over 20% up sales, ensuring strategies and objectives of the company. • Achieved new business opportunities, strategic alliances in the Oil and Gas sector: with other networks nationwide (Llanogas, Efigas, Alcanos) boosting the covertures and our presence in the national territory. • I promoted tenders in the public sector: (TMA, Tender Management Application, with EMCA, Government. State Caldas and Quindio, Promoter of housing Quindío, among others). Attainments new business and success corporate relationships in public sector. • Supervised the manage and execution of my staff on administrative processes, creditor payments, managing client portfolio, real estate coordination to achieve commercial goals, achieving benefits administration costs 28%, also ensuring the continuation and enhancements of services. • Assistance and counseling on annually, semester and trimester budgets in conjunction with the Presidency and director board. • Management of metrics KPI’S as Sales, Churn, Pricing, for taking advantage them in the design, handle and realization of post-sales service, loyalty visits level executive, strategic alliances and continuing improve to guarantee seamless customer experience, keeping relations durables, worth, reliable of first hand. • I Leaded and coordinated regular weekly meetings to keep all departments informed and up to date on current workflows, I could generate an excellent communication culture. • I attended and manager along with the marketing director, marketing activities, such as trade shows and targeted advertising campaigns ensuring the brand knowledge and the company position over 90 %. • Monitored programs of the organization to maintain and improve quality CRM, Sales Force, 365, Oracle, Quality improvement (QI), reinforcing the organizational environment, and sense of belonging all areas and workers. • Provided expert advice to direction to teams, and other partners ensuring to alignment across all areas, attainment: 100% effective communication protocols among areas and stakeholders. SALES MANAGER​Nov 2016 - Mar 2017 FALABELLA, Retail Sector.​ • As manager of sales store, I leaded and boosted sales over 17% and web or virtual channel till 11%. • Ensured time of answer with my work team for each lead of intention of buy an answer time less 4 of seconds. • Pioneer in knowledge and readout Power BI software and data analysis and good forecast in the data mining, avoiding leaks in sales strategies, marketing and customer service improve conversion rates these areas over 22% until 25%. • Developed Coaching program for the store staff achieving an excellent assertive communication, conflict resolution, work team motivation and belonging sense. • Implemented an excellent interpretation of indicators and metrics, (Total quality management), correcting the product rotation in the store, according to the relevant KPI´s and dynamic tables for optimizing the worth of sq. ft. in the store. • Achieved accurate analysis of the competence for attenuate the impact in the customer service triggering reliable sales in and allegiance to the brand. • I designed NLP action plan (neurolinguistic) for increase sales and offer different products of the store, also I promoted and encouraged the sensitivity and culture of the internal customer towards the development of the Falabella virtual store over 75%. • Development of goals in the short, medium and long term, reporting and management committees, presentations to presidency informing objectives and achievements (weekly committee). COMMERCIAL MARKETING AND CUSTOMER SERVICE CONSULTANT ​Jan 2012 - May 2016 KARMESÍ BOGOTA COFFEE MARKETER, Meals.​ Delegate to implement and lead the organization’s sales and marketing plans, carry out strategies for product offering, resource optimization, brand positioning, loyalty, creation of corporate image and portfolio of services, measuring the work environment, providing the corresponding support and accompaniment due to the processes that were generated and inherent to the position. Development and presentation (continuous improvement plans), updating of the company’s website, (www.cafekarmesi.com), preservation and acquisition of new clients, analysis of current demand, development of market strategies, support and information to the PQRS (complaints) client and management. CORPORATE CONSULTANT AND GROUP LEADER​Jan 2007 - Aug 2011 CLARO TELECOMMUNICATIONS​ Accountable for answering the PQRS (complaints) that were sends with the CAC (Customer Service Center), national consultant on customer retention or allegiance, natural and corporate channels in massive deactivation processes, customer service management and after-sales, group leader (Acting) (leading the group with consultants in charge and console management to insure service times), business and personal management (customer visit). Respond for sales and Budget to northwestern customer service center management on a monthly. Report Management or Admin. Fulfilled projects • Creation and promotion of the national retention plan and decrease of deactivations, massive loyalty to the channel B2C, B2B, B2G, with generation Up Sale, approved directly by the President Dr. Juan Carlos Archila and Director of Marketing Mr. Andrés Carlesimo Rey. (Plan approved and award National mention by president of the Enterprise, LATAM level). • Marketing study, development and promotion of a new product, blackberry BB social plan, prior knowledge of the Marketing Director Mr. Andrés Carlesimo Rey. • Business proposal improvements in VAS service (added value), LDI (international long distance), sales, retention (loyalty) and counteracting the competition, sent to the marketing director Mr. Andrés Carlesimo Rey, financial vice president Dr. Carlos Fernando Rincón Castillo with a copy to company´s president Dr. Juan Carlos Archila. • Generation and promotion of continuous improvement in the polyhedron application to report equipment and sim cards for theft or loss, (national use in all customer service centers in the country) Recognition of the work by the customer service coordination. • Proposal for the improvement of the Mobile Internet service, loyalty and increased sales requested by the Northwest Area Manager, Ms. Mónica María Uribe. • Fourth place nationwide retention - loyalty contest led by the department. Loyalty Ms. Adriana Lucia Pino, (national recognition and mention). • Proposal for new Vas services (value added data) and voice sent to the Zero stress group with a copy to the marketing director Dr. Andres Carlesimo Rey; financial vice president Dr. Carlos Fernando Rincón Castillo; zone manager Ms. Mónica María Uribe Díaz and coordinator Ms. Beatriz Castaño Vallejo. CATT SUPERVISOR​Jan 2006 - Oct 2006 BANCOLOMBIA, Finance​. Responsible for the staff in charge, monitoring, feedback, overseeing the good working environment, , leading capturing credits, exceeding the placement of 120 cards per consultant, between 650 and 720 approved credits per month, Makro and Home Center Pereira stores, handling promissory notes, instructions letters and sending documentation to the main fiduciary, responsible for sales compliance, delivery of cards with the appropriate quotas approved for customer consumption, after-sales service and business management for special quotas large accounts.

Bachelor’s Degree, Business Administration and Marketing​ Andean University, Colombia Business Plan Diploma​ It with emphasis on business management, customer service, strategic management, planning, market logistics and financial projection. (Andean University). Business Intelligence Diploma​ Ministry of public education Mexico and Carlos Slim Foundation TELCEL • DF Mexico​ It with emphasis on process evaluation, project analysis, data mining and integration of BI solutions. Business communication culture and brand seminar​ Communication, culture and brand seminar, given by the Andean University of Pereira Dr. Carlos Díaz, Master in Advertising and Marketing Universidad del Rosario Argentine. Neuro-linguistic programming (NLP) seminar​ Richard Bandler co-creator of the NLP and the NLP society, USA • Seminar, the conscious mind, dictated by the NLP graduate Dagoberto Rodríguez Giraldo endorsed by Richard Bandler co-creator of the NLP and the NLP society, USA. Certifications ➢ Global certification in management of Oracle 12C Administration. ➢ Certification of competencies offered by GOOGLE in ELECTRONIC COMMERCE. Languages. ➢ English advanced. ➢ Spanish native. ➢ French Intermediate.

Digital marketing, Oracle administration, BI (Business Intelligence), Power BI, voz.com, genesys, landing pages, SEO (Search engine optimization), web page design, Analytics, CRM 365 platform - salesforce - Oracle. Design programs Corel Draw - Photo Shop- Publisher- Free Hand. Dream weaver, management S.O. Windows, databases and hosts, development and analysis of KPI´s, metrics, development of new services for companies, internal and external customer service support, endomarketing, development and management of work groups (commercial, marketing and customer experience), delegating functions according to the staff capacities. The generation of ideas, analyzes, leadership, honesty and integrity, clarity of purpose, orientation to the achievement, critical, analytical, strategic thinking, prospective vision, teamwork, adaptability, flexibility and assessing.

English

Certifications ➢ Global certification in management of Oracle 12C Administration. ➢ Certification of competencies offered by GOOGLE in ELECTRONIC COMMERCE.