Wilber Pulido

Head of Customer Experience

EdgeUno

Jun 2023 - Current (3 years 1 month)

Lead efforts to optimize customer satisfaction and act as the escalation point for complex global customer issues. Collaborate with support and operations teams to ensure timely resolution of technical challenges. Proactively identify and manage risks to project success, ensuring smooth delivery of customer-facing initiatives. Implement strategies to enhance customer loyalty and continuously evaluate service offerings to maximize value. Partner with Finance to manage delinquent accounts and support customers facing payment challenges, recovering balances while maintaining strong relationships. Drive customer engagement by increasing product adoption and offering tailored training, ensuring clients are fully equipped to leverage solutions

Sr LATAM Churn Manager

Hughes

Jan 2023 - Jul 2023 (7 months)

Como Sr. LATAM Churn Manager, fui responsable de desarrollar e implementar estrategias efectivas para la retención y fidelización de clientes, lo que resultó en una disminución significativa de la tasa de churn. Analicé datos de comportamiento del cliente y trabajé en colaboración con equipos multifuncionales para optimizar la experiencia del cliente y mejorar los indicadores de satisfacción. Además, la gerencia fue crucial en mi rol, ya que supervisé iniciativas que abordaron la retención y la fidelización, elementos vitales para el servicio al cliente y el éxito general de la empresa.

Customer Experience Manager

Hughes

Nov 2018 - Jan 2023 (4 years 3 months)

• Manage customer expectations and ensure they have a world-class experience • Use new technologies to make life easier for the customer • Create strategies to decrease the Churn rate • Implement the onmichannel according to the customer segment • Generate processes focused on the customer • Evidence problems and provide root cause solutions • Build the customer journey map and touchpoints • Create retention plan, risk matrix and loyalty • Monitor customer life cycle quality KPIs • Apply good practices used on HughesNet • Be the voice of the customer before the different areas of the company • Manage retention campaigns, loyalty, winbacks, field operations • Manage the collection of the company Achievements • Maintain churn in 2020 below 3

Customer Satisfaction Manager | SoftwareONE Colombia

SoftwareOne

Jan 2018 - Oct 2018 (10 months)

Structure and manage the service strategy for corporate and corporate customer in Colombia. •To modify the processes with the different areas of the company so that they are oriented to facilitate the relationship with customers. •To ensure that the services provided are executed and delivered according to the customer's request. •To create loyalty and relationship strategies for each segment, with the aim of knowing them even more. •To generate a differentiating service strategy for the top 20 customers by regional; in order to increase their loyalty. •To design and promote the service culture strategy within SoftwareONE. •To implement the NPS indicator for SoftwareONE customers in Colombia. •To audit processes that present low qualificat

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Customer Experience Supervisor

TIGOUNE TELECOMUNICACIONES

Jun 2015 - Nov 2017 (2 years 6 months)

Responsible for leading the operations of customers in the Central and South regional of the business and governmental segment which count with a model of attention in site, leading the relationship after selling, ensuring customer satisfaction and their final users, also keeping the continuity of its operations and the compliance of the service agreements. •To generate strategies to ensure the proper execution of contracts with final customers from the segments assisted by the Operation Management of the Vicepresidential clients B2B. •To ensure the compliance of agreements from the service-level established on the operative contracts in regards to the final client. •To ensure the compliance of the financial indicators of operational

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After-Sales Operation Manager

TIGOUNE TELECOMUNICACIONES

Sep 2012 - Jun 2015 (2 years 10 months)

•To lead the team of Business Managers allocated for projects •To coordinate and help assisting tables and staff in site for each project •To manage the financial model of each of the projects •To implement strategies for the service experience -End to End •Generation of working plans for the client, after analyzing the cases both preventive and proactive in order to ensure continuity of the installed solution. •To monitor the processes that impact any customer seeking satisfaction, and likewise look alter the the growth of the portfolio. •Accompaniment and support to the KAM from the standpoint of a customer service. •To provide alter sales assistance to the customers assigned for the corporative segment. •Supervision of contracts through

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Business Professional on Customer Service

UNE Telecomunicaciones SA

May 2011 - Sep 2012 (1 year 5 months)

•To Manage the operation of the service centers for corporate customers. •To ensure compliance with service levels of the service centres. •To develop service strategies seeking to meet the service experience for the customer. •To perform and control the Budget on the service center. •To develop strategies for the service center to make them cost-effective. •To exercise the role of coordinator seeking to align efforts, media, making for achieving a defined common goal. • To track the improvements implemented and the respective closing cycle for the customer service. •To ensure that the advisory group service center provide support to the sales force in the process of sales and after-sales service. •To review processes, reports and the p

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Assistant on Customer Service - CRM

UNE EPM Bogotá

Aug 2006 - May 2011 (4 years 10 months)

•To be the generator of retention strategies of every customers in its segment. •To make the monitoring and follow up of the requirements submitted by its customers and their final solutions. •To put in action the service sales strategies and customer loyalty in its segment. •To generate and ensure compliance of the service-level agreements in its segment. •To ensure timely and adequate response to the PQD •To manage and track every customer requirement of the segment of a job, with the vision of a single contact response. •To ensure the decreas in the rate of complaints •To support the process of trade pending from the Customer Assistance Department. •To participate in the evaluation scheme of the work carried out by the oficial who assi

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Voluntary Pension Advisory Service - Severance.

Porvenir SA

Feb 2006 - May 2006 (4 months)

VIP advice to customers

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