Nicolas Valdivieso Cuellar
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Nicolas Valdivieso Cuellar

Nicolas Valdivieso Cuellar

About

Detail

Customer Experience and Success Management | Technical and Operational Project Management | Operations Management | Fintech | Startup
Bogota D.C., Colombia

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Résumé

Jobs verified_user 0% verified
  • treinta
    Customer Experience Manager
    treinta
    Sep 2021 - Current (3 years 9 months)
    Responsibilities: ● Structuring from scratch of the Customer Experience area, KPIs and OKRs. ● Creation of the Operations, Escalation, Quality and Training areas with all their hierarchical structure, measurements and processes. ● Creation of HHRR processes such as hiring, disciplinary processes and career plan. ● Leadership of the Data Scientist team in order to generate projections, forecast, scheduling, models and adjustments of both operational metrics and budgets. ● Research, development, structuring and implementation of new SaaS products in conjunction with Operations and Product. ● Budgets and projections of interactions and personnel. ● Gathering information about the user experience to continuously improve the product. ● Analysis,
  • Zinobe
    Customer Experience Manager
    Zinobe
    Aug 2020 - Sep 2021 (1 year 2 months)
    Responsibilities: ● Creation, development, implementation and leadership of the company's Quality, Training, PQRs, Tech Support, Reporting and Anti Fraud areas, with all its KPIs & OKRs measurements, hierarchical structure, procedures, career plans and action plans. ● Research and implementation of certifications for SaaS development. ● Leading the customer interview and development team for SaaS deployment. ● Restructuring and leadership of the Operations Anti-Fraud area through the implementation of automated life testing tools for the end customer and the creation, development and implementation of a customer identity management and verification system. Achievements: ● Optimal and timely development of the Anti-fraud area and through th
  • Zinobe
    Customer Service Manager
    Zinobe
    Apr 2019 - Aug 2020 (1 year 5 months)
    Responsibilities: ● Creation, layout and execution of processes, KPIs measurements, OKRs, commissions, recruitment, legal, disciplinary processes, implementation of tools for the daily management of customer service and collection agents, career plan, reports, construction of the PQRs area. ● Verification of suppliers, negotiation, investigation and implementation of the Omnichannel model. ● Design and implementation of a chatbot for the Live Chat service model. Achievements: ● Savings of more than 40% of costs in the area, through the implementation of appropriate platforms cost benefits for the company, also structuring outsourced services.
  • T
    Project Manager
    Teleperformance Colombia
    Aug 2017 - Apr 2019 (1 year 9 months)
    Responsibilities: ● Coordination and completion of projects on time within budget and within scope, set deadlines, assign responsibilities, monitor and summarize project progress. ● Prepare reports regarding the status of the project. ● Ensuring that the operation has all the necessary tools to function properly. Achievements: ● Uninterrupted successful deployment of 5 Microsoft projects, including the releases of “XBOX One”, “Office 365”, “Windows 11”, among others. ● 15% improvement in the deployment times of all processes thanks to the creation of SOPs for the entire operation.
  • T
    Operations Supervisor
    Teleperformance Colombia
    Oct 2015 - Aug 2017 (1 year 11 months)
    Responsibilities: ● Lead multicultural work teams and develop strategies to promote adherence of team members to company standards and performance objectives such as: Quality, Productivity, Customer Satisfaction, Assistance and Training. ● Maintain a healthy balance between motivation and team development. Achievements: ● Best leader award for meeting CSAT (Customer Satisfaction) goals for 6 months in a row with 2 different work teams simultaneously.
  • T
    Workforce Mission Controller
    Teleperformance Colombia
    Jun 2013 - Sep 2015 (2 years 4 months)
    Responsibilities: ● Leadership of the Data and Projections team of the Microsoft CS3 (B2C) and GBS (B2B) campaign. ● Structure, analyze, diagram and present senior management reports on the status of the operation hour by hour, day by day, month by month. ● Make projections of personnel, schedules, capacities, clients, interactions for the correct compliance with measurements ● Payroll. Achievements: ● Generation of reports that better and much more efficiently outlined the results of the campaign and that were much easier for managers to read.
Education verified_user 0% verified
  • Politécnico Grancolombiano
    Bachelor of Business Administration - BBA, Administración y gestión de empresas
    Politécnico Grancolombiano
    Jan 2008 - Dec 2012 (5 years)