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 Director de nuevos proyectos tecnológicos | Sersistec C.A
Febrero 2016 – Actual
Desarrollar, dirigir y ejecutar estrategias para la implementación de nuevos proyectos tecnológicos en la empresa Sersistec C.A. Desarrollo de la marca para soluciones web "VeZetaeLeA" con proyección nacional e internacional, integrando soluciones tecnológicas y de mercadeo para posicionar marcas y productos en internet

 Asesor de Proyectos de Call Center | CSI-Agil
Junio 2013 – Diciembre 2016
Asesor Externo en la implementación de Call Center de Orientación Médica Telefónica para la Empresa Conmédica Servicios de Venezuela (tumedico24). Documentación de los Procesos, Procedimientos y Metodologías, Definición de Objetivos, Pronóstico, Planificación y Programación del Personal, Monitoreo de Transacciones, Desempeño del Servicio y Desempeño de la Calidad, todo esto enfocado en la metodología que ofrece la Norma COPC Encargado de generar las estadísticas para control de gestión de la operación (Nivel de Servicio, %Abandono, TMO), informes de gestión operativa diario, semanal y mensual, así como de coordinar las acciones de mejora continua de la calidad

 Coordinador de Soporte Técnico 2do Nivel | Telecomunicaciones Movilnet
Mayo 2007 – Marzo 2013
Dirigir operaciones de call center de 1er y 2do nivel (inbound y outbound) para brindar asesoría técnica a los usuarios de ABA Móvil, ABA Inalámbrico, Internet Móvil y Blackberry (CDMA, EVDO, GPRS, UMTS). Miembro del comité y líder del proyecto por la VP de Operaciones Comerciales para el intercambio de IMEIs negativo entre Operadoras (Movilnet, Movistar, Digitel), según providencia administrativa de CONATEL 1869. Líder de proyecto para la implementación de los skills de soporte técnico 1er nivel en el *611 de Movilnet por parte de la Dirección de Canales No Presenciales.

 Supervisor de Turno *611 | Telecomunicaciones Movilnet
Febrero 2006 – Mayo 2007
Gestionar las actividades de call center de 1er nivel inbound (NS, TMO, Adherencia, Calidad, etc.) para los usuarios Alto Valor Postpago, Plan Naranja y Soporte Técnico EVDO en *611 Miembro del comité multidisciplinario para la entrega a Outsourcing del *611 Postpago a Atento Venezuela, siendo el representante para la parte de tecnología por parte de la Dirección de Canales No Presenciales.

 Supervisor de Turno CIS Dial Up | CANTV
Febrero 2002 – Febrero 2006
Gestionar las actividades de call center de 1er nivel (inbound) y 2do nivel (outbound) (NS, TMO, Adherencia, Calidad, etc.) para los usuarios del servicio Internet Discado (Dial-UP) de cantv.net. Miembro del comité para la documentación de los procesos de diagnóstico y troubleshooting, con el fin de unificar criterios de atención y soporte técnico telefónico.

 Punto de Apoyo CIS Dial Up | CANTV.net
Agosto 2001 – Febrero 2002
Supervisor de Grupo, encargado de aclarar las dudas de los (12) consultores a cargo en el call center de 1er nivel (inbound), así como brindar soporte técnico a los usuarios del servicio Internet Discado (Dial-UP) y Acceso a Banda Ancha (ABA) de cantv.net remitidos como usuarios estratégicos, con fallas atípicas o recurrentes.

 Consultor de Internet | CANTV Servicios
Julio 1999 – Agosto 2001
Brindar soporte técnico telefónico para la configuración de PCs, MACs, Palm Pilots y dispositivos de bolsillo con Windows CE al servicio de Internet Dial-UP de cantv.net. Asesoría telefónica para la instalación y configuración de Modems, componentes de comunicaciones de Windows, TCP/IP, configuración de correo electrónico POP3 en los distintos manejadores de correo para PC y MAC, soporte técnico para Hosting, Dominio, FTP, Direcciones Virtuales. Conceptuado el Mejor Consultor en el Helpdesk de cantv.net el año 2000

C U A L I D A D E S E S P E C I A L E S
Experiencia comprobable en supervisión de personal y atención al cliente Especialista en diseño y ejecución de proyectos Orientado al servicio al cliente Habilidades de comunicación y feedback Liderazgo y manejo de equipos de trabajo altamente competitivos Amplios conocimientos de redes y protocolo TCP/IP, S.O Windows, MS Office, Sólidos conocimientos en configuración de Hosting, Dominio, configuración de correo electrónico POP3 e IMAP Diseño y ejecución de modelos de gestión de la calidad Excelente dominio del inglés técnico (escritura, lectura, conversación)","rawText":"E X P E R I E N C I A L A B O R A L  Director de nuevos proyectos tecnológicos | Sersistec C.A Febrero 2016 – Actual Desarrollar, dirigir y ejecutar estrategias para la implementación de nuevos proyectos tecnológicos en la empresa Sersistec C.A. Desarrollo de la marca para soluciones web "VeZetaeLeA" con proyección nacional e internacional, integrando soluciones tecnológicas y de mercadeo para posicionar marcas y productos en internet  Asesor de Proyectos de Call Center | CSI-Agil Junio 2013 – Diciembre 2016 Asesor Externo en la implementación de Call Center de Orientación Médica Telefónica para la Empresa Conmédica Servicios de Venezuela (tumedico24). Documentación de los Procesos, Procedimientos y Metodologías, Definición de Objetivos, Pronóstico, Planificación y Programación del Personal, Monitoreo de Transacciones, Desempeño del Servicio y Desempeño de la Calidad, todo esto enfocado en la metodología que ofrece la Norma COPC Encargado de generar las estadísticas para control de gestión de la operación (Nivel de Servicio, %Abandono, TMO), informes de gestión operativa diario, semanal y mensual, así como de coordinar las acciones de mejora continua de la calidad  Coordinador de Soporte Técnico 2do Nivel | Telecomunicaciones Movilnet Mayo 2007 – Marzo 2013 Dirigir operaciones de call center de 1er y 2do nivel (inbound y outbound) para brindar asesoría técnica a los usuarios de ABA Móvil, ABA Inalámbrico, Internet Móvil y Blackberry (CDMA, EVDO, GPRS, UMTS). 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