1. POSTGRADUATED TITLE: Master in Business Administration and Management (online mode)

Instituto de Estudios Aplicados- ITEAP-

April 2008

Málaga, Spain

UNIVERSITY TITLE: Industrial Engineer

Universidad del Norte,

July 1997

Barranquilla - Colombia.

HIGH SCHOOL TITLE: Academic High School with emphasis in Mathematics and Physics

Colegio Biffi La Salle –

PECIAL COURSES

DIPLOMAED: DOCENCIA UNIVERSITARIA

(UNIVERSITY TEACHER)

The eSourcing Capability Model for Service Providers (eSCM-SP) Course

ITSqc – USA

The eSCM-SP Capability Determination Methods Course

ITSqc USA

International certification as Authorized Evaluator -

The eSCM-SP Implementation Course

ITSqc USA

International certification as Qualified Consultant -

USING MANAGEMENT SKILLS WORKSHOP PROCESS THOUGHT AND OPTIMIZATION BASED ON THEORY OF CONSTRAINTS

Abraham Y. Goldratt Institute – Piénsalo Colombia

THEORETICAL AND PRACTICAL ORGANIZATIONAL IMPROVEMENT

Marun & Frías Ltd.

DIPLOMAED: ADMINISTRACIÓN EFECTIVA DE CONTACT CENTER

(EFFECTIVE MANAGEMENT OF CONTACT CENTER)

Teleaccion Ltd.

International certification as a Leader in Contact Center operations

Coach internacional certification. ICL 2022

Features and functions developed during work experience:

Senior Operations Director of NEXA (1.200 pax. in Banking business)

Operations Manager of AVANZA COLOMBIA CONTACT CENTER

Operations Manager of ACCCESS AMERICAS CONTACT CENTER

Founder of the company INTERNATIONAL BPI SERVICES.

Wide experience leading work force management teams, using different models to calculate FTE requirements as Erlang and Linear Models

Controlling Staffing, occupancy and efficiency kpis

Implementate Forecasting models in different Channels to get efficiency improvement for different operations

Projects to improve production systems through the BPI methodology of process management.

Leading project implementation technology-based solutions for projects such as Biometrics (fingerprint) and BPM (Business Process Management).

Design, implementation and monitoring and evaluation systems for measuring customer satisfaction.

Design, implementation and monitoring systems for recording, analysis and improvement of operations from complaints and customer complaints.

Lead implementation of the system certification ISO 9000:2000

Strategic Planning Advisor and continuous improvement in the methodology Hosin Planning and Theory of Constraints - TOC

Analyst O & M, in lifting, layout and process improvement.

Advisory Design, Formulation and evaluation of social investment projects for local authorities.

Lead Auditor operations Call / Contact Center

Customer Solutions Call / Contact Center based on the needs of each client

Consultant Leader in implementation processes and restructuring of Call / Contact Center to create results-oriented operation.

Consultant Leader in continuous improvement processes in operations of Call / Contact Center.

Training for industry-leading Call / Contact Center from 8 countries in Latin America on issues of standards and metrics, process monitoring and quality assurance, operations management, channel design customer service, sales and collections.

Guest speaker at the first and second congress CALA Contact Center & CRM PERU made ​​in 2008 and 2009, obtaining the highest academic qualification among the speakers of both events.

Guest speaker at the second APECCO BPO & CONTACT CENTER SUMMIT – PERU – 2011.