ESMERALDA ARCILA

WORK EXPERIENCE

Mar **** – Dec 2021

Cartagena, Colombia

Dec 2004 – Mar 2018

Cartagena, Colombia

PROTECCION, Financial Services.

Services Director

Responsibilities and achievements:

● Trainer in SalesForce to customer service teams in the country, successfully training the team in the use of the new CRM

● Responsible for the performance of commercial and service indicators of the customer service team (face-to-face and virtual), increasing the performance to 103%, placing the experience centers I was in charge of among the top 5 in the country.

● Responsible for ensuring the proper use of digital customer self-service channels.

● Facilitate and organize work teams for customer service through various channels

● Review and analyze customer requests, complaints and claims to deliver timely and accurate responses

● Manage with the Human Resources area the process of selection, assessment, hiring, welcome, training and training of new employees.

● Accompany the execution of the employee development plan, and also the process of separation from the company.

● Manage and approve travel and transportation requests for employees (Success Factor)

● Prepare monthly results reports to present to managers

● Hold meetings and weekly monitoring of indicators through PowerBI dashboards

● Make presentations to affiliated companies to advise on the retirement process due to pension, old age, disability and death of employees TELEFONICA - MOVISTAR, Telecommunications.

Experience Center Leader (2011-2018)

Responsibilities and achievements:

● 1st Leader in the Caribbean coast responsible for the commercial management and customer service of two experience centers achieving 100% compliance with service indicators with 22 people in charge.

● Lead and manage the team developing strategic skills that allowed it to provide a comprehensive service to internal and external customers.

● Increased 100% of the productivity and loyalty indicators. Indirect Mass Channel Supplier Professional (2009-2010) Responsibilities and achievements:

● Responsible for door-to-door sales processes with a sales force of 60 advisors and 4 marketers, which allowed the opening of the market in the basic line, broadband, and TV services.

● Carry out home visits to meet the needs of potential clients and offer telecommunications services

Service Assistant (2004-2009)

Responsibilities and achievements:

● Responsible for administrative processes achieving the efficient management of resources of the cleaning, surveillance, and maintenance contracts.

● Guarantee the availability of materials and equipment for the development of employee activities

adyej2@r.postjobfree.com

561-***-****

Boca Raton, FL

E D U C A T I O N

1998

Cartagena - Colombia

1996

Cartagena - Colombia

L A N G U A G E S

S O F T W A R E S

H O B B I E S

S K I L L S

Specialist in Human Resources Management

Technological University of Bolivar

Professional in Business Administration

University of Cartagena

English: currently studying English (Intermediate level), Spanish: Native. Office 365, Microsoft Word, Excel, SAP, Payroll, Suppliers, Outlook, CRM Salesforce, Wolkbox Agent, Power BI, Success Factor.

Going on walks, Zumba, listening to music, and watching movies. Leadership ability, results-oriented, communication skills, negotiation, human talent management, problem-solving.

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