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Conocimientos en Customer Experience, CRM, ITIL V3, Régimen de protección al consumidor, Aplicaciones de gestión de PQRs","rawText":"Especialista en Servicio al cliente y customer experience con más de 10 años de experiencia en creación y estructuración de áreas de servicio al cliente en compañías financieras y de tecnología implementación de estrategias para mejorar la atención y gestión de peticiones, quejas y reclamos, vinculación y fidelización de clientes. Manejo de indicadores de gestión de calidad de servicio y herramientas de gestión y medición de experiencia de cliente. Mis fortalezas incluyen orientación al servicio, habilidad de liderar, implementar e integrar procesos operativos y de servicio, basados en proyectos y gestión comercial. Conocimientos en Customer Experience, CRM, ITIL V3, Régimen de protección al consumidor, Aplicaciones de gestión de PQRs","canEdit":false,"editUrl":"https://www.workana.com/freelancer/9c3309f0dec557c230fe53698aa629c8/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":"Profesional SAC y Canales, Pagos GDE S.A, Junio 2018 - actualmente

Responsable de la coordinación del Sistema de Atención al Consumidor Financiero SAC, PQRs, canales de atención y la medición y gestión de la voz del cliente y monitoreo completo del ciclo del servicio.

• Implementé el Sistema de Atención al Consumidor Financiero SAC, con el fin de garantizar en un 100% el acatamiento normativo y legal teniendo en cuenta que PAGOS GDE, es la segunda Sociedad Especializada en Depósitos y Pagos Electrónicos - SEDPE en salir a operación en Colombia.
• Diseñé e implementé los procesos para la gestión y atención al cliente por medio de los tres canales de atención (telefónico, chat y correo).
• Definí los indicadores de gestión del servicio e implementé los informes de gestión del SAC para el Comité de Presidencia y Junta Directiva, así como los reportes estadísticos de quejas y reclamos que se transmiten a la Superintendencia Financiera.

Coordinadora de Contact Center, Jaime Torres C y Cía. S.A , Octubre 2017 – Mayo 2018

Responsable del diseño, estructuración e implementación del Contact Center para Pagos GDE (Sociedad especializada en Depósitos Electrónicos, SEDPE) Levantamiento de procedimientos y construcción de modelo de atención al cliente, gestión de peticiones, quejas y reclamos, indicadores operativos y de gestión y proceso de calidad.

• Implementé el Contact Center para Powwi (Pagos GDE) asegurando el cumplimiento normativo como proveedor de servicios para una entidad financiera, contribuyendo así al proceso de aprobación de la licencia e funcionamiento para la SEDPE.

Coordinadora Servicio al Cliente, Olimpia Management S.A julio 2013 - agosto 2016.

Responsable de la creación del área de Servicio al cliente en las líneas de negocio de Biometría, Ciberseguridad, Soluciones Tecnológicas y Comercio Electrónico. Diseño e implementación de estrategias de fidelización, mantenimiento y retención de clientes. Gestión de PQR y requerimientos de entes de Control, Implementación CRM y Campañas de Telemercadeo.

• Integré la gestión de procesos operativos y de servicio que permitieron la vinculación con la compañía y posterior operación exitosa a través de la plataforma tecnológica del SICOV (Sistema de Control y Vigilancia para la Expedición de Licencias de Conducción exigido por la Superintendencia de Puertos y Transporte) de más de 500 clientes empresariales y sus respectivos usuarios a nivel nacional.

Analista II SAC Banca Empresarial Banco Colpatria, Septiembre de 2011 - Octubre de 2012
Responsable de la coordinación y administración del back office de servicio al cliente empresarial. Gestión de PQRs, Seguimiento y medición calidad del servicio y experiencia de cliente. Coordinación del proveedor de Call Center.

• Participé en el equipo de expertos seleccionados en diferentes áreas de operaciones de Banca Pyme, Empresarial y Corporativa en el diseño, definición y posterior implementación del área de Servicio al cliente Banca Empresarial para el Banco Colpatria.

● EXPERIENCIA ADICIONAL RELEVANTE
Coordinadora de Servicio al cliente, InterBolsa S.A Comisionista de Bolsa. Octubre 2012 – Noviembre 2012
Coordinadora Call Center, EVIMERIA, febrero 2013 – junio 2013.
Analista I, Banco Colpatria, julio 2008 – Agosto 2011","rawText":"Profesional SAC y Canales, Pagos GDE S.A, Junio 2018 - actualmente Responsable de la coordinación del Sistema de Atención al Consumidor Financiero SAC, PQRs, canales de atención y la medición y gestión de la voz del cliente y monitoreo completo del ciclo del servicio. • Implementé el Sistema de Atención al Consumidor Financiero SAC, con el fin de garantizar en un 100% el acatamiento normativo y legal teniendo en cuenta que PAGOS GDE, es la segunda Sociedad Especializada en Depósitos y Pagos Electrónicos - SEDPE en salir a operación en Colombia. • Diseñé e implementé los procesos para la gestión y atención al cliente por medio de los tres canales de atención (telefónico, chat y correo). • Definí los indicadores de gestión del servicio e implementé los informes de gestión del SAC para el Comité de Presidencia y Junta Directiva, así como los reportes estadísticos de quejas y reclamos que se transmiten a la Superintendencia Financiera. Coordinadora de Contact Center, Jaime Torres C y Cía. S.A , Octubre 2017 – Mayo 2018 Responsable del diseño, estructuración e implementación del Contact Center para Pagos GDE (Sociedad especializada en Depósitos Electrónicos, SEDPE) Levantamiento de procedimientos y construcción de modelo de atención al cliente, gestión de peticiones, quejas y reclamos, indicadores operativos y de gestión y proceso de calidad. • Implementé el Contact Center para Powwi (Pagos GDE) asegurando el cumplimiento normativo como proveedor de servicios para una entidad financiera, contribuyendo así al proceso de aprobación de la licencia e funcionamiento para la SEDPE. Coordinadora Servicio al Cliente, Olimpia Management S.A julio 2013 - agosto 2016. Responsable de la creación del área de Servicio al cliente en las líneas de negocio de Biometría, Ciberseguridad, Soluciones Tecnológicas y Comercio Electrónico. Diseño e implementación de estrategias de fidelización, mantenimiento y retención de clientes. Gestión de PQR y requerimientos de entes de Control, Implementación CRM y Campañas de Telemercadeo. • Integré la gestión de procesos operativos y de servicio que permitieron la vinculación con la compañía y posterior operación exitosa a través de la plataforma tecnológica del SICOV (Sistema de Control y Vigilancia para la Expedición de Licencias de Conducción exigido por la Superintendencia de Puertos y Transporte) de más de 500 clientes empresariales y sus respectivos usuarios a nivel nacional. Analista II SAC Banca Empresarial Banco Colpatria, Septiembre de 2011 - Octubre de 2012 Responsable de la coordinación y administración del back office de servicio al cliente empresarial. Gestión de PQRs, Seguimiento y medición calidad del servicio y experiencia de cliente. 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