Operations & Customer Experience Manager / Process Optimization Strategist

Led the end-to-end Customer Experience strategy to ensure alignment between business objectives and end-user operational satisfaction. Orchestrated cross-functional support and operations teams to optimize the Customer Journey Map, eliminating friction at critical touchpoints. Analyzed advanced operational KPIs using Business Intelligence tools to identify proactive service quality improvement opportunities. Implemented data-driven customer retention policies to reduce churn, identify renewal opportunities, and increase Customer Lifetime Value (CLV). Oversaw departmental budget management, ensuring cost efficiency and maximum ROI on continuous improvement projects. Planned and redesigned customer support processes, reducing response and escalation times by 25%. Established a three-tier Quality Control area enabling design and implementation of action plans to support field operations. Led transition of first-level support from outsourced to in-house, achieving 55% cost reduction and 15-point NPS improvement. Designed and implemented comprehensive training programs for communication, conflict resolution, and product knowledge.

Managed sizing of external and internal suppliers to ensure superior installation standards and SLA compliance. Established preventive and corrective maintenance strategies to minimize disruptions and maximize resource availability while ensuring process standardization and documentation. Created evaluation frameworks for field teams' technical performance to identify training gaps and improve productivity. Controlled inventory forecasting and stock to avoid logistical cost overruns, ensuring continuity of customer expansion projects. Designed and implemented strategies with multidisciplinary teams to maximize CX indicators in the mass market segment (B2C). Executed over 9,000 new customer installations within 24 months under strict SLA requirements. Reduced average installation time to less than 48 hours and repair time to less than 8 hours. Reduced and stabilized operational failure rate below 5% over 6,000 customers.

Coordinated resource planning and quality assurance in installations with external contractors. Designed and structured Standard Operating Procedures (SOPs) improving consistency, control, and execution efficiency. Monitored and managed SLA compliance with multiple external contractors ensuring service quality and contractual adherence. Improved installation quality and service consistency by standardizing quality assurance processes and contractor coordination, reducing early-stage failures by 15%. Optimized resource allocation, reducing average installation time from 45 to 32 days, improving first-bill collection time.

Responsibilities
-Followed up on business opportunities and strategic projects, providing technical and commercial support.
-Designed and optimized cost-effective solutions while maintaining company quality standards.
-Developed and implemented commercial and technical proposals aligned with internal and external client requirements.
-Validated new projects through business analysis, technical feasibility, and profitability assessment.
-Resolved technical queries and service issues, delivering differentiated customer service.
-Provided expertise in IP, SDH, Microwave, Fiber Optics, and LTE projects.

Key Achievements
-Supported the successful closure and execution of multiple transmission projects for LTE deployment (400 sites)
-Improved proposal quality and profitability by combining technical expertise with business analysis.
-Positioned technical solutions as customer-centric and value-driven offerings.

Responsibilities
-Coordinated service delivery operations for corporate and SME clients, ensuring customer satisfaction and alignment with purchased products.
-Managed the end-to-end installation and delivery process of communication links nationwide across fiber and wireless technologies.
-Controlled schedules, procurement activities, and purchase orders for equipment and services.
-Monitored customer satisfaction during installation, ensuring service quality and expectation management.
-Delivered operational documentation to Sales and Support teams to ensure service continuity.

Key Achievements
-Ensured on-time and high-quality delivery of 2000 different services across Colombian territory.
-Improved coordination between Sales, Operations, and Support, reducing delivery friction.
-Strengthened customer trust through proactive communication and service ownership.

Responsibilities
-Led large-scale network rollout projects, overseeing planning, execution, resource coordination, and project governance.
-Managed multidisciplinary teams and vendors, ensuring alignment with project scope, timelines, and quality standards.
-Prepared operational, technical, administrative, and financial documentation, including plans, estimates, reports, and procurement documents.
-Controlled schedules, budgets, and risks, ensuring effective project delivery.
-Negotiated with clients and stakeholders to align technical and contractual requirements.

Key Achievements
-Successfully delivered major projects, including:
+ETB Metro Ethernet Network Expansion
+ETB Carrier Ethernet main and secondary rings expansion
+New Carrier Ethernet Core for Colombia Móvil 4G
-Improved project execution predictability through strong planning and control practices.
-Supported network scalability and service growth through effective rollout management.

Responsibilities
-Provided first- and second-level support for Carrier Ethernet, Metro Ethernet, and SDH transmission networks.
-Performed advanced configurations and troubleshooting on Huawei Datacom platforms (Quidway, NE80E) and management systems (U2000, N2000).
-Monitored alarms, traffic, network availability, and service performance.
-Supported provisioning, maintenance windows, and incident resolution, coordinating with internal teams and vendors.

Key Achievements
-Supported Huawei third-level engineers during critical network recovery projects, contributing to successful service stabilization.
-Designed and implemented process optimization initiatives, reducing time spent on routine operational tasks.
-Created operational and troubleshooting documentation, improving knowledge transfer and incident resolution efficiency.
-Enhanced reporting and monitoring practices, strengthening operational visibility and decision-making.