Iván Pablo Ugaz Herrera

Coordinador de Acreditación para la Familia de los Juegos

Legado

Mar 2024 - Dec 2024 (10 months)

Encargado de la planificación, organización, registro y acreditación de los clientes de la Familia de los Juegos para el evento de los Juegos Bolivarianos del Bicentenario Ayacucho 2024. Estos clientes comprenden: • Comités Olímpicos Nacionales (CON) • Prensa • Broadcast • Confederaciones (Suramericana, Panamericana y Continental) • Comité Organizador y Dignatarios • Patrocinadores • Autoridades de la Organización Deportiva Bolivariana (ODEBO)

Profesor a tiempo parcial

Visiva

Aug 2023 - Current (2 years 9 months)

En Certus, he desarrollado el contenido, evaluaciones, guías metodológicas y sílabos de los cursos asignados. Estos buscan desarrollar el perfil comercial, bridar las estrategias para alcanzar el éxito en el proceso de ventas y lograr cumplir con las metas comerciales sin descuidar la atención y experiencia de cliente para lograr la fidelización y mantener la rentabilidad de la operación en el tiempo. Cursos • Estrategia de Ventas de la certificación de Administración y Estrategia de Ventas. • El cliente como centro de la experiencia del Diplomado de Marketing Gastronómico. • Atención al cliente en restaurantes del Diplomado de Marketing Gastronómico.

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Independent consultancy

May 2020 - Feb 2024 (3 years 10 months)

Responsible to develop the competencies of entrepreneurs in the improvement and optimization of processes. Plan, lead, and articulate actions of skills and strategies in the commercial and customer service areas to increase sales, satisfaction in the customer experience and optimize spending to achieve the profitability of the operation. • Up to 50% cost reduction by eliminating duplication of functions. • Reduction of execution and response time by 30% by implementing the design in operational processes.

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Accreditation Operations Coordinator

LIMA PANAM GAMES

Apr 2019 - Sep 2019 (6 months)

Management of the process of planning, implementation, training, and development of the accreditation area for the delegations of the participating countries (athletes, members of the committee and support staff) in the Satellite Village of Callao Naval School – SV1. • Service flow design and correct training of support personnel (volunteers), achieving a registration attention time of 1.5 minutes per person. • Have a communication response period of less than 1 day for participating delegations. • Comply and coordinate the execution of the 95% accreditation procedures and support the operation of the headquarters.

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Accreditation Analyst for National Paralympic Committees

LIMA PANAM GAMES

Oct 2018 - Sep 2019 (1 year)

Responsible for the process of registering the delegations of the participating countries (athletes, committee members and support staff) from the initial phase of contact, the elaboration of the registration and attendance credentials during the game season as part of the table help (Helpdesk). • I managed to reduce the rate of registration errors by 30% by implementing weekly schedules, constant monitoring of the information placed in the system and virtual meetings with the heads or heads of the delegations. • Development of templates with relevant standard information that allowed a response period of less than 3 hours. • Meet the 90% satisfaction goals of the delegations.

Chief Commercial

Cencosud SA

Apr 2013 - Sep 2016 (3 years 6 months)

Sales management, quality improvement and service experience by leading a team of 25 people. I reported to the Store Manager, as well as the Product Manager and the Divisional Manager at the headquarters. • Exceeded 10% of the commercial goal by coordinating supply, exhibition, and consumer behavior analysis. • Correct performance and 100% compliance with service standards by training staff. • Achieve 90% satisfaction rate in the work environment, reducing staff turnover to 0. • Decrease in deterioration, loss, and shrinkage by 25% by improving the order, display, and storage of products, defining spaces to store fragile products and areas assigned for shrinkage.

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Reservations Coordinator

TERRAZAS DE BOCAPAN BEACH RESORT

Jan 2012 - Dec 2012 (1 year)

Creation and management of the Reservations area. Company social media monitoring. Reported directly to the Commercial Manager and participated in a board meeting before the General Management. • Sustained increase in sales of 20% and improvement of service through the creation of the reservations area that involved the design of processes, policies, manuals, and training for Tumbes personnel. • Occupation of 40% of the installed capacity within the first 6 months of operation by establishing rates according to the market and the design of appropriate tourist packages for the establishment. • Contribution to the growth of the margin, reaching 30% of the rate by identifying the associated costs and taking care to maintain a minimum margin th

Service Express Agent in charge of Reservations

Starwood Hotels Resorts Worldwide Inc

Nov 2010 - Oct 2011 (1 year)

First contact with the client for telephone room sales. • 10% monthly increase in direct sales and improvement in customer satisfaction. • 30% reduction in error rates in reservations. • Streamline the update of the income of reservations created in the web in 0.5 days.

Services Advisor Jr.

Nextel del Perú SA

Jun 2008 - Jan 2010 (1 year 8 months)

Direct attention to the public inside store. Reported directly to the Store Administrator. • Compliance with indicators of effectiveness in the store. o Reach the sales quota and promote the services offered by the company o Achieve increased customer satisfaction through care o Timely raise needs to advise clients and avoid service cancellations (churn).

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Customer Service

Casa Andina

Jan 2008 - May 2008 (5 months)

Person in charge of giving telephone attention to the hotel. Reported directly to the reception manager. • Comply with work and service measures o Correct the attention of incoming calls as leaving the hotel. o Support the reception area when registering, checking and filling registration cards in the system.

Agente de At Your Service (Practicante)

All Known Services

Jul 2007 - Jan 2008 (7 months)

• Cumplir con las operaciones de la Central Telefónica. • Solucionar a los problemas de los clientes. • Efectuar diferentes requerimientos y procesos que se le ofrecían a los huéspedes.

Iván Pablo Ugaz Herrera

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