Ingrid Ginnet Clavijo Project director - senior customer experience manager

Senior customer experience manager

Sutherland

Dec 2021 - Oct 2022 (11 months)

Senior QA manager in technology vertical. 7 programs in charge within the technology vertical, in charge of implementing continuous improvement processes for each of the programs. Support of additional resources in the area.

Senior training manager

Support.com

Apr 2021 - Nov 2021 (8 months)

- Senior head of LATAM training team. Worked on process flow design and implementation. Build process map for internal certification process and standardization of processes across company for training.

Training manager

Teleperformance Spain

Apr 2020 - Apr 2021 (1 year 1 month)

- 4 programs in charge, 3 implementations during 2020. - Focus on operational standards implementation and improvement. - In charge of communications with clients to enhance partnership and collaborate in additional initiatives that can improve learning process.

Customer experience manager

Sutherland

May 2019 - Apr 2021 (2 years)

- Worked as head of quality for finance programs in Colombia, Jamaica, and Mexico. - Lead 9 programs for banking/finance. Implemented standard processes for continuous improvement and strategies for critical errors. - Implementation of speech analytics for programs focused on compliance and collections effort and other efficiencies. - During this time launched 5 new programs across all geos.

Quality assurance manager

Sitel

Apr 2018 - Apr 2021 (3 years 1 month)

- Head of QA and training team with 4 programs. - Developed standard operational processes for Quality team and assist in tools development for reporting and audits, providing support to partners in 2 additional geos. - Worked in strategies and follow up with training team for KPIs improvement in nesting process for programs in charge and internal processes audit.

S

Learning specialist

Sitel Colombia

Feb 2016 - Apr 2021 (5 years 3 months)

- Work as Learning Specialist focused on sales and customer service. Developer of several training initiatives and follow up procedures.

L

Business manager

Live Contact Solutions

Nov 2014 - Nov 2015 (1 year 1 month)

- Business manager. - This company has recently started as an alternative on telemarketing, and communications services. - As founder and business partner, I have developed a marketing strategy as well as the sales training material, and delivered it to new hires. - Contacting potential clients and consolidating contracts with companies such as Axtrac, Planeta, and Monterey New York Life.

T

Training manager

Teleperformance SA

Mar 2012 - Oct 2014 (2 years 8 months)

- Started as Lead trainer for Comcast, getting to consolidate the first steps of the area in the campaign. - I had in charge a guest team of 11 trainers. I was also project manager for the training lab and was in charge of taking care of all the material provided during the training process. In June 2013 I was certified as training manager, where I was able to implement the training operational process, and worked along with the operation continuous education, and E training based on knowledge needs, increasing KPI´s on the operation (sales and AHT). Developed and successfully executed sales modules with the supervisors team, and implemented a supervisor´s tailored training, to work on development and skills improvement for the leading team

M

Business administration manager

Multiservicios JCG

Apr 2009 - Dec 2010 (1 year 9 months)

- Family business dedicated to production and commerce of mineral salt for cattle and other supplies. - During the time I was in the company, I developed filing system, consolidating all legal paper work according to Colombian law requirements. - Created data base for customers and worked on the marketing of the product. - Administrated the company being able to grow, increased sales and productivity.

Ingrid Ginnet Clavijo

About

Detail

Timeline

Résumé