Camilo Alejandro Linares

Camilo Alejandro Linares S. Phone contact:- E-mail:-Bogotá, Colombia. Professional profile Professional in International Relations, with a post-grade in Marketing Management. 15 years of work experience, more than 6 years in call center industry in Outbound and inbound accounts. High level of leadership in massive groups, skill in analyzing reports for decision making, conflict resolution, planning and continuous improvement of commercial and financial indicators. “I´m passionate for customer experience and help the companies to create new strategies about it.” Work Experience • Grupo Hera Colombia 01/06/2020 – Currently Customer Success and development business Manager (Co-founder) ü Design and execution customer services strategies, to increase the number of clients that feel good with the product and brand. ü Development marketing strategies in our social media channels (Facebook, Instagram) with ads to increase the number of sales and the new clients. ü Search for new sales channels that allow the growth of the brand in other large stores. ü Follow up all metrics than impact the business (Average ticket, sales per day, budget, New clients, total sales per month, marketing campaigns…) • Callzilla 01/07/2019 – 07/02/2020 Operations Manager Operations Manager in financial industries in LATAM and US. (+40 employees) ü ü ü ü ü ü ü Management customer service and collection accounts. Follow up Kpi´s (Kept rate, contact %, AHT, Abn rate, SL, attrition …) Action plans and design strategies. Design the strategies in customer experience to improve the NPS rate. WBR and MBR meetings Handle billing. Develop of staffing proposal with WFM area. ü Directly communication with clients, in constant resource optimization and implementation of costumer experience. Achievements ü Account growth by 600% ü Attrition reduction from 35% to 4%. • Despegar.com 02/05/2018 – 17/06/2019 Vendor Management Office (VMO) Leader of customer service and operations at vendors, (+500 peoples) ü ü ü ü ü Specialist in the transformation of the customer experience, and Loyalty strategies. Operational control: Maintenance of KPI on target (NPS, FCR, AHT, ABN ...) Billing Worked frequently with WFM. Operating Efficiency Achievements ü Execution of new customer relationship model. ü Compliance with operational indicators in 2018. ü Reduction of operating losses of the business by 30%. • OFI.com.co 04/09/2017 – 02/02/2018. Solution center Manager. Leader of commercial team (12 people) focused on Technology to small and medium business (SMB) ü ü ü ü ü ü ü ü ü Assignment of sales quotes to commercial team. Design of PIPELINE Forecast tracking Client prospecting strategies Customer experience Planning of objectives (monthly and quarterly) Creation of KPI`s of the area Design and execution of action plans Post-sale Campaigns Achievements ü Annual accomplished of 93% in sales vs Goal. ü Creation of commercial strategy in consultative sale. • Atento Colombia 13/01/2015 – 01/09/2017 Sales and Operations Coordinator Bilingual coordinator for Inbound and outbound accounts (+ 80 people in charge) in technology, Ecommerce, financial and telecommunications sectors. ü ü ü ü ü ü ü ü Development of sales and customer service strategies. Development of customer loyalty strategies. Client prospecting strategies (cold calls) Design of action plans Financial plans by account. Monitoring of management KPI´s (SL, Attention level, ABN, conversion sales, contact %) Balance Scorecard presented monthly to customers. Commercial relationship with national and foreign clients. Achievements ü Sales compliance in 2015 by 110% for the Facebook client in LATAM. ü Implementation of new commercial program for clients in LATAM for Facebook client. ü Compliance with management indicators in inbound accounts in 2016 and 2017. ü Growth of commercial team Bancamia client and BBVA USA. • Fundación Tecnológica Autónoma de Bogotá 9/08/2014 – 30/05/2015 International business and marketing international Teacher • Politécnico Grancolombiano 20/02/2014 – 30/11/2014 International business and marketing international Teacher Studies Post-grade in Marketing Management Universidad Sergio Arboleda Bogotá, Colombia 2018. • • Professional International Relations Universidad San Buenaventura Bogotá, Colombia. 2013 • Universidad San Buenaventura Ø Diploma in Communication and electoral politics: beyond Political Marketing. Ø Diploma in History and civic education. Bogotá, Colombia. 2010. LANGUAGES: ENGLISH (Nivel C1) • General English North Sydney English College Sydney, Australia. 2012. • IELTS COURSE The English language school in Sydney (ELSIS) Sydney, Australia. 2013.