Jorge Luis Maestre Benedetti
Industrial Engineer, MBA.,- 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.
Last Resume Update | June 28, 2022 |
Address | Bogotá, Colombia |
jmaestre10@outlook.com | |
Phone Number | +573003487332 |