Edwin Gonzalez
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Edwin Gonzalez

Edwin Gonzalez

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Director of Customer Service
Medellín, Antioquia, Colombia

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Starting at USD50K/year
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Résumé

Jobs verified_user 0% verified
  • Stanley Black & Decker
    Director Global de Servicio al Cliente public Remote experience
    Stanley Black & Decker
    Jan 2022 - Jun 2024 (2 years 6 months)
    Responsible for defining, planning, and implementing the Customer Experience Strategy. Directing the global B2C Omnichannel operations and defining action plans to prevent risks and correct deviations. Promoting a Customer-Centric Culture. Lead the transformation and continuous improvement of our CS People, Processes, and Technologies. Implementation of Conversational AI and Generative AI. Proficiency in Zendesk and Salesforce
  • Stanley Black & Decker
    Gerente de Servicio al Cliente para USA
    Stanley Black & Decker
    Oct 2019 - Dec 2021 (2 years 3 months)
    Responsible for the Contact Center for the Americas's daily activities and ensuring KPIs are met. KPIs measured include Service Levels, Abandonment Rate, Customer Satisfaction, and Answer Time. I lead, train, and develop the contact center staff for B2C and B2B. Working closely with Commercial, sales Associates, Consumers, Distribution Partners, Marketing, Product Engineering, and other internal partners to provide world-class service. I developed mentors and grew the Customer Service team to support ever-changing business needs. I also managed SAP, Salesforce, Zendesk, and Five9 for the Contact Center.
  • Organización Sorrento
    Director de Servicio al Cliente
    Organización Sorrento
    Feb 2018 - Oct 2018 (9 months)
    Defined and implemented service strategies, improving process efficiency and reducing complaints. Managed customer service across call centers, face-to-face, chat, email, and social media channels. Led strategic projects to boost productivity and service quality. Reduction of canceled purchases by 60% in the first.
  • Américas BPS
    Gerente Coordinador Servicio al Cliente Supersalud
    Américas BPS
    Apr 2017 - Dec 2017 (9 months)
    Managed the National Health Superintendency account, overseeing PQR (Inquiries, Claims) operations. Redesigned PQR operating and technological models, ensuring compliance and quality. Developed business intelligence models to support decision-making and process improvement. Responsible for meeting SLA. Led a team responsible for interpreting and implementing strategies based on customer service analytics data, significantly improving response times Implementation of the ICCs operations and system with an 80% improvement in response times.
  • Muebles Jamar
    Director de Abastecimiento
    Muebles Jamar
    Jul 2013 - Oct 2015 (2 years 4 months)
    Oversaw supply chain operations for national and international portfolios, optimizing costs and inventory management. Managed logistics and supplier production capacities. Consulted on SAP MM Retail Module implementation. Reduction of surcharges by 50% optimizing the capacity of the operation
  • Muebles Jamar
    Director de Servicio al Cliente
    Muebles Jamar
    Jun 2009 - Jun 2012 (3 years 1 month)
    Led customer service strategy and operations across Colombia and Panama. Managed contact centers, warranty services, and repair logistics through service centers. Promoted a customer centric philosophy and identified opportunities to optimize service quality. • Winning the 2016 Portafolio Award in the Customer Service Category; • Reduced service complaints by 60 percent and product claims by 40% in two years while increasing customer satisfaction levels from 60 percent to 90 percent and reducing average warranty service costs by 30%.
  • Muebles Jamar
    Jefe de Planeacion Estratégica
    Muebles Jamar
    Jan 2008 - Dec 2008 (1 year)
    Led the development and adaptation of corporate strategies, optimizing organizational structures and processes for efficiency. Directed Strategic Committees to monitor project progress, identify opportunities, and drive corporate and competitive alignment. • Redefinition of the Corporate and Competitive Strategy. Fulfillment of the strategic objectives set by the organization. • Implementation of the first ISO 9001 Quality management system in 2010 and achieving Certification with Bureau Veritas.
  • Muebles Jamar
    Jefe Servicio al Cliente
    Muebles Jamar
    Jan 2005 - Dec 2007 (3 years)
    Managed multi-channel customer service operations to address PQRs (Inquiries, Complaints, Claims), enhance satisfaction, and drive process improvements. Led technical warranty and product assembly teams, overseeing Contact Center and face-to-face operations while fostering a customer-focused service culture. • Organized the Service Centers and Customer Service Team, setting the capacity to attend to incoming volume. • Reduced Product Replacement from 30% to 10%. • Additionally, I served as the Customer Service Manager for Colombia and Panama, which provided me with valuable insights into regional customer needs and expectations, further enhancing our service delivery and operational strategies.
  • Muebles Jamar
    Administrador Base de datos Clientes e Ingeniero de O&M
    Muebles Jamar
    Jun 2003 - Dec 2004 (1 year 7 months)
    • Managed the customer database and managed customer relationship strategies to encourage sales. • Led and executed pilot projects for continuous improvement in the areas of Credit, Portfolio, Legal, and Relational Marketing. • Achievements: Creation of the credit factory with a 70% reduction in approval time in 4 months; increasing the approval percentage from 40% to 70%; increasing the collection of client portfolio in a pre-legal state by 20%; increased sales of gold clients to 150% in three months. Data mining expert with Oracle Business and Oracle Discoverer, also as a facilitator.
Education verified_user 0% verified
  • Universidad de Sevilla
    Master of Advanced Studies Business Administration, Administración y gestión de empresas, general
    Universidad de Sevilla
    Oct 2018 - Jun 2019 (9 months)
  • Universidad del Norte
    Master of Engineering Management, Engineering
    Universidad del Norte
    Jun 2014 - Jun 2015 (1 year 1 month)
  • Universidad del Norte
    Specialist in Quality Management
    Universidad del Norte
    Jul 2009 - Jun 2010 (1 year)
  • Universidad Autónoma del Caribe
    Bachelor of Engineering - BE, Systems Engineering
    Universidad Autónoma del Caribe
    Jan 1997 - Dec 2003 (7 years)
Projects verified_user 0% verified
    Awards verified_user 0% verified
    • Stanley Black and Decker
      Cornerstone Award
      Stanley Black and Decker
      Jan 2024
      I was recognized with the 2023 Cornerstone Award for Diversity, Equity, and Inclusion at Stanley Black & Decker, for my efforts in developing and deploying the Pride and Allies ERGs for Latin America. Through this initiative, I was able to create a network across nearly every location in the region, providing a safe and welcoming environment for the LGBTI+ community. I am grateful to all the leaders, members, sponsors, and allies who have contributed to our success.
    • Stanley Black and Decker
      Eagle Award
      Stanley Black and Decker
      May 2021
      For my contributions to the transformation of Customer Service to a World Class Service
    • Stanley Black and Decker
      Win Award
      Stanley Black and Decker
      Sep 2020
      Win Award
    • portafolio
      Premio Portafolio 2016 en la Categoría de Servicio al Cliente
      portafolio
      Nov 2016
      Muebles Jamar, con 65 años de historia, tiene una política de atención y servicio al cliente que la hizo merecedora al Premio Portafolio 2016 en esa categoría. La información clara sobre productos, condiciones y requisitos ha sido clave. Desde hace una década, diseñó un centro de investigación en Sicología del Consumidor para la evaluación de expectativas, intereses y satisfacción con el servicio al cliente, en los actuales y nuevos mercados. Las mediciones longitudinales se realizan con clientes internos y externos. Según la compañía, “los resultados de nuestros estudios han permitido identificar oportunidades de mejora e implementar acciones correctivas de Servicio al cliente, mejorando tiempos de respuesta en la entrega del producto