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Angelica Serje

About

Detail

Customer experience lead
Bogota D.C., Colombia
Contact Angelica regarding: 
work
Full-time jobs
Starting at COP6M/month ~USD1.71k/month

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • EXL Services
    Customer Experience Lead
    EXL Services
    Jan 2023 - Current (3 years 6 months)
    • Lead the customer experience department collaborating with other areas of the company to ensure that all customer interactions are optimized • KPI measurement: Evaluate problem-solving time and customer satisfaction through CSAT surveys continuously monitoring KPls and adjusting strategies accordingly • Process simplification and standardization: led an initiative in the customer experience team to streamline our customer service processes identifying redundant steps and eliminating them, resulting in a 20% reduction in handling time and being constantly meeting the customer satisfaction target
  • Concentrix
    Process trainer
    Concentrix
    Jan 2022 - Jan 2023 (1 year 1 month)
    • Provided training to new and existing employees resulting in 20% increase in training efficiency • Instructed employee training and onboarding process • Created comprehensive training materials and refreshers to support the operation and key accounts • Monitored and tracked Customer Satisfaction (CSAT) and Net Promoter Score (NPS) KPIs, achieving a 15% improvement in customer satisfaction metrics
  • Outplex
    Process trainer
    Outplex
    Jan 2020 - Jan 2022 (2 years 1 month)
    • Developed a schedule to assess training needs • Provided training to over 100 new and existing employees • Instructed and managed the employee training and onboarding process
Education verified_user 0% verified
  • Javeriana University
    MODERN LANGUAGES DEGREE
    Javeriana University
    Jan 2016 - Dec 2021 (6 years)
  • EOBS
    MBA
    EOBS
    Nov 2023 - Current (2 years 8 months)