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Mis objetivos en estos años fueron: La calidad del servicio de atención al cliente.
Mi último trabajo fue como Supervisor del Contact - Center de la Clínica Sanatorio Alemán S.A. en Concepción (Chile) Actualmente resido en Madrid.","rawText":"Soy una persona que toma los riesgos necesarios por en pro del crecimiento empresarial, dándole solución a los problemas en el camino. Mi experiencia en los últimos 13 años ha sido en el sector de las telecomunicaciones, trabajando en Telefónica, Airtel (actual Vodafone) y Amena-Orange (France Telecom), en el área de "Operaciones". Mis objetivos en estos años fueron: La calidad del servicio de atención al cliente. Mi último trabajo fue como Supervisor del Contact - Center de la Clínica Sanatorio Alemán S.A. en Concepción (Chile) Actualmente resido en Madrid.","canEdit":false,"editUrl":"https://www.workana.com/freelancer/d8ac6f80caf63df16312aad207f4c6a1/profile/description","g11n":{"edit":"Editar","save":"Guardar","cancel":"Cancelar","warning":"Cuidado: No compartas datos de contacto o podrás ser bloqueado.","expandText":"Ver más detalles","collapseText":"retraer","placeholder":"Sintentiza en pocas palabras aquello que mejor te define como profesional. Muestra al mundo lo que puedes brindar para darle dirección a tu carrera freelance. Ej: Diseñador de imagen y sonido especialista en videos institucionales y retoque fotográfico"},"validation":{"required":true,"min":20}},"history":{"section":"history","title":"Historia laboral","dangerouslyWillBeRenderAsHtml_text":"Julio 2.015 – Julio 2.016 – Supervisor Contact-Center, “Clínica Sanatorio Alemán”, Concepción (Chile)
-Cumplimiento de todos los objetivos de la empresa.
-Intervenir y mediar con cualquier conflicto que pueda surgir entre los empleados.
-Mejoramiento del ritmo de las llamadas para disminuir su duración.
-Mejoramiento de la accesibilidad de la información que tienen los empleados y de procesos.
-Motivación constante del equipo de trabajo.
-Aseguramiento de los soportes informáticos.
-Gestión de RR.HH.
-Registro de información: Eficiencia, objetivos, rutina de trabajo, incidencias, etc.
-Reuniones de grupo de trabajo y semanales con la gerencia general.
-Interactuar con todas las áreas de la Clínica en especial con los centros médicos.

Logros: He desempeñado un papel fundamental en el aumento de los niveles de servicio como responsable del s. de atención al cliente, pasando de atender el 30 % de las llamadas al 90 % en menos de dos meses.

Agosto de 2011 – Diciembre de 2013. – Bussines Manager del Dpto. de “Atención al cliente Cif Empresas de Orange”, en Concepción (Chile)
-Seguimiento operativo, formativo y presupuesto establecidos al proveedor (Transcom)
-Validación, selección de personal.
-Coaching.
-Proyectos: Gestión plataformas Delivery (Latam)
Industrialización y Optimización del Feedback.
Construcción y validación Production Plan.
Escuela de Cal-Center.

Logros: Subida en las notas globales de las encuestas de calidad en menos de 6 meses.

2.005 - 2.011. – Gestor Personal de Grandes Cuentas de Amena en el “Dpto. “Grandes Cuentas de Amena- Orange” – Madrid –
-Atención telefónica con los autorizados de Grandes Cuentas de Amena-Orange.
-Recepción vía telefónica, e-mail y fax; con partes de averías de dispositivos telefónicos y de datos.
-Tramitación en SAP de envíos y recepción de equipos.
-Gestión y notificación de las incidencias con las Postventas tramitadas.
-Elaboración de informes.
-Proyecto de procedimientos internos de gestión.
-Gestión de pedidos con almacén y mensajerías.
-Interactuar con cualquier área de la compañía incluida la parte de Ventas.
-Seguimiento completo de la vida del cliente Gran Cuenta.

2.003 - 2.005. - Técnico de Atención al Cliente. “Dpto. “Empresas Premium” en Amena – Madrid –
-Facturación, cobros y recobros. Incidencias.
-Variaciones administrativas y contractuales.
-Errores de activación.
-Agencias externas.
-Incidencias de Portabilidad. Primera línea de retención y servicio técnico y redes privadas virtuales.
-Tramitación en Gral. de la Post-Venta.
-Aplicación de “Condiciones Especiales” remitidas desde el Canal Directo.

2.001 - 2.003. - Gestor de Empresas en los Departamentos de Facturación y Reclamaciones en “Amena”.
C/ Palos de la Frontera, nº 14, 28012 – Madrid –

2.000 - 2.001. Coordinador del Dpto. de Cobros y Recobros en “Amena” (Avda. Bruselas, nº 14, 28.100 – Alcobendas – Madrid) Trabajando como auxiliar en la Empresa “AZ Productos” (Call-Center)
-Coordinación del Dpto. de Cobros. Supervisión de recobro diario por agente.

1.999 – 2.000 – Coordinador. Dptos. de B.O. Bajas noche y Atención al cliente para “Airtel” (Call-Center) (C/ Teide, nº 7, San Sebastián de los Reyes – Madrid) (Power Line)
-Elaboración de procedimientos de trabajo.
-Control de producción diaria.
-Gestión de RR. HH.","rawText":"Julio 2.015 – Julio 2.016 – Supervisor Contact-Center, “Clínica Sanatorio Alemán”, Concepción (Chile) -Cumplimiento de todos los objetivos de la empresa. -Intervenir y mediar con cualquier conflicto que pueda surgir entre los empleados. -Mejoramiento del ritmo de las llamadas para disminuir su duración. -Mejoramiento de la accesibilidad de la información que tienen los empleados y de procesos. -Motivación constante del equipo de trabajo. -Aseguramiento de los soportes informáticos. -Gestión de RR.HH. -Registro de información: Eficiencia, objetivos, rutina de trabajo, incidencias, etc. -Reuniones de grupo de trabajo y semanales con la gerencia general. -Interactuar con todas las áreas de la Clínica en especial con los centros médicos. Logros: He desempeñado un papel fundamental en el aumento de los niveles de servicio como responsable del s. de atención al cliente, pasando de atender el 30 % de las llamadas al 90 % en menos de dos meses. Agosto de 2011 – Diciembre de 2013. – Bussines Manager del Dpto. de “Atención al cliente Cif Empresas de Orange”, en Concepción (Chile) -Seguimiento operativo, formativo y presupuesto establecidos al proveedor (Transcom) -Validación, selección de personal. -Coaching. -Proyectos: Gestión plataformas Delivery (Latam) Industrialización y Optimización del Feedback. Construcción y validación Production Plan. Escuela de Cal-Center. 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