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Descripción: Coordinación, Planificación y Ejecución de CRM Atención al
Consumidor. Gestión de Procedimientos para canalizar Resolución de Casos (Reclamaciones) en forma expedita. Interrelación con Proveedor Externo de Central Telefónica para configuración del IVR y emisión de indicadores (Nivel de Servicio, Abandono de Llamadas, Promedio de Duración de Llamadas, entre otros). Interlocución con Clientes Internos (Fábricas) en la Gestión de Casos. Desarrollo de análisis funcionales en la Gestión de Casos. Coordinación con el Cliente en la elaboración de estrategias para la atención de Promociones. Apoyo constante con diversos Supervisores internos en el proceso de organizar, controlar y supervisar la operatividad de los servicios. Revisión continua con el
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Fecha: Abr 2005 – Feb 2015
• Supervisor de Proyecto (Cinex Venezuela)
Descripción: Coordinación en el desarrollo de Sistema Control de Gestión para la reservación y adquisición de boletos de cine asistida por operador (aplicación WEB). Análisis y Gestión de Casos.
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• Analista Programador (Diversos clientes)
Descripción: Desarrollo de Sistemas de Control de Gestión Cliente/Servidor (Visual Basic 5.0 y 6.0 – SQL Server 2000 y 2003) para: Atención al Cliente, Actualización de Datos, Gestión de Casos, Seguimiento de Casos, Encuestas, Recetarios, Tarificación de Llamadas
Fecha: Ago 1999 – Mar 2005
Compañía: Compuconsult, Caracas, Venezuela
• Cargo: Consultor e Instructor
Descripción: Desarrollo de Sistemas internos para Ventas (Visual Basic 3.0 y 4.0 – Microsoft Access 2.0), Instructor de Visual Basic 3.0.
Fecha: Ene 1996 – Jun 1996
Compañía: Instituto de Ingeniería, Caracas, Venezuela
• Cargo: Consultor
Descripción: Desarrollo de Sistemas internos y externos (Visual Basic 3.0 – Microsoft Access 2.0), Elaboración de Manuales de Usuario
Fecha: Sep 1994 – Ene 1996
Compañía: Hardsoft de Venezuela, Caracas, Venezuela
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