Alejandro Lopez
About
Detail
Administrador de Empresas
Bogota D.C., Colombia
Timeline
work
Job
school
Education
Résumé
Jobs
verified_user
0% verified
Technical Support Associate InternationalAlarm.comAug 2023 - Current (1 year 11 months)*Deliver exceptional technical support to global authorized dealers, distributors, and customers, leveraging strong problem-solving and communication skills to address a wide range of technical concerns. *Effectively utilize multiple channels including phone, email, and live chat to promptly provide support and ensure customer satisfaction. *Conduct comprehensive research to identify and offer innovative solutions tailored to individual client needs, leading to improved customer experience and increased product reliability.- Strategic Quality – E2EColombia Móvil TigoApr 2014 - Current (11 years 3 months)- NPS Use analysis to improve customer´s experience. - Ensure customer satisfaction. - Customer Experience KPI analysis. - Identify and implement action plans to improve the service provided to customers. - Work with the commercial area to analyze products and possible impacts on the service to find improvements at the time of launch. - Analysis and monitoring of KPIs of the company's services portfolio.
- Service Delivery Manager for PartnersMicrosoftJul 2013 - Apr 2014 (10 months)• Assure the SLA it is accomplish by the Call Center. • Assure the KPIs are accomplish by the Call Center. • Work with the Call Center on keeping CPE on target for customer's support. • Create and make sure action plans are been executed. • Assure and follow the standards defined on QMF (quality management frame work) with our support vendor, being Microsoft advocate on this matter. • Work and support the creation of the monthly TOP ISSUES reports. • KPIs for Customer Experience follow-up. • Daily/Weekly/monthly meeting with our vendor to ensure all metrics are on target. • Participate on Quality meetings to determinate and understand the agents' behavior on the calls with our customers. • Report to MS LATAM
- Senior Management in International BusinessPolitécnico Grancolombiano2013
- Consumer Partner Technical LeadMicrosoftOct 2011 - Jul 2013 (1 year 10 months)Act as technical mentor to our support vendors by empowering tier 1 agents to continuously learn and apply the new skills necessary to achieve high performance objectives. As an ongoing process that involves sharing, demonstration, observation, and constructive feedback. Mentors strive to set up team members to be successful by being patient, clear, and respectful. • Assure and follow the standards defined on QMF (quality management frame work) with our support vendor, being Microsoft advocate on this matter. • Work and support the creation of the monthly TOP ISSUES reports by analyzing and scrub samples of technical services requests. • Coordinate and collaborates with third parties, such as ISPs, OEM and retail for technic
- Team Leader Faculty Contact Center y EDGEMicrosoftMay 2005 - Nov 2008 (3 years 7 months)Functions and responsibilities • Generate plans and actions to improve the hand of the work team. • Motivate agents to meet proposed goals and objectives for each line and region established within LATAM. • Draw and expose agreements between the client and the work team, in order to fix the productivity of the line. • Delivery of reports to Microsoft and Atento. • Monitor traffic demand by adjusting the distribution of staff by turns, aiming at maximizing coverage and ensuring the quality of service required. • Management and administration of databases for assembly and respective marking. • Participate in conferences and meetings with the client in order to show weekly and monthly results. Achievements • Str
Education
verified_user
0% verified
- Business AdministrationPolitécnico GrancolombianoFeb 2008 - May 2013 (5 years 4 months)