Andres Gomez
Mr
Summary
Dedicated customer service manager with 15+ years of experience working for Technology Companies, Mobile Operators, Post-Sales Support and Pre-Sales. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.
Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and company operations policies.
Business Development – Drive market enthusiasm through communications, meetings, trade shows, and industry events, with dealers and partners, online marketing, social media. Leading and Implementing Customer Services Stores in Main countries around Latin America to provide loyalty and Post-sales support to end Customers and Create brand presence and Loyalty.
Experience
Customer Care Director / Head of Division
Samsung Electronics Latin America / Panama
As Director / Head of Service Division, I have under my control and supervision 12 Offices with Service Function, 35 Countries in total to provide service, post-sales and presales support. Leading a team with more than 75+ Employees located in different countries and a Call Center Operation with 100+ agents. Dealing and Negotiation beside Sales Division to ensure Customer Support is allocated in the countries Samsung sale products, developing a strong Service Structure to increase and maximize sales/customer loyalty to Samsung Brand.
Selected Contributions:
Improve Service Operation Developing Strong Digital Services with Tools to ensure the customer has the best service and communication channels.
Reduced Service Cost, saving around $10M (USD) in the last 3 years, maximizing the operation and driving strong optimization of resources, process.
Increase customer satisfaction index from 99% to 101% within 3 years against competitors, also Customer Satisfaction index overall improves from 81% up to 86% during the last year.
Building the best Service Team to cover different business Areas like B2B, B2C, Logistic, Technical Support, SVC Network, B2B Pre-Sales and developing a strong platform of after-sales support.
Support Procurement Area as Leader in Latin America to negotiate and assist government entities in Samsung Business Relationships and Issues (Note 7 Case).
Implementation of Customer Service Plaza in CR, PA, GT, HN, SV dedicated to improving customer experience and post-sales.
Handling Business in CUBA Market, developing Service and Sales negotiation, implementation of Service Function at Samsung Cuba Store and negotiation with Government Companies on the island.
Customer Service – Director
Digicel Panama / Panama
In Charge of Post Paid Billing System, leading a team of 5 persons securing Revenue Assurance from Post Paid service and Billing Systems like Roaming, Data services, Postpaid and Prepaid Plans, Additional Services.
As Customer Care Director, leading SVC Division with different functions like Activations, Fulfillments, Logistic, Technical Support (Repairs), Post Sales Team, Business Customer Care, Call Center (At El Salvador), Billing Team and Store Customer Services. Total team for 150+ Employees and a Regional Operation at El Salvador.
Selected Contributions:
Transformed operation implementing new Post Paid activation functions to speed up the process and achieve sales goals.
Introduced training programs that enhanced employee performance and helped build a motivated workforce.
Improving Call Center Operation at El Salvador, implementing Social Media function, Call center support 24/7, and remote customer assistance.
Minimizing losses at Billing System and Revenue Assurance, finding frauds, incorrect activations process securing company revenue and maximizing optimization of process and operational team.
Expanding Service Function for new Business Areas like B2B, Fiber Links, Server locations services, Government Biddings.
Leading Numeric Portability Project at Panama working together with Government Entity (ASEP)
QA and IT Coordinator
Telefonica Moviles Panama / Panama
As QA and IT Coordinator main function was to test and implement in production all post and prepaid services sold by the company, collaborate and work directly with Software developers (TM Mas Chile), system upgrades and implementation at the system al marketing and sales services (Configuration).
IT Support for Internal users with issues related to system, operational functions and Store Services. Billing Area support running billing function for Post Paid Customers at Movistar.
Selected Contributions:
Improve QA Process, On Line Invoicing and implementation of new products at the system.
Participation at 8 Digit Project Implementation.
Participation at Technology Switch (CDMA – GSM).
Implementation of first Fiber Links services and Location Base Services.
Customer Service Representative
BellSouth Panama / Panama
As Customer Service Representative, my main role was support customer at front end services in CAC (Centro Atencion al Cliente) around Panama (Inside country as well).
IT Support for Brew and Data services at Store as new service launched at that time, also setup and configuration of handsets to end customers and Data support (PCMCI Card)
Selected Contributions:
Training and Seminars of Data Service at Mobile Phones (Internal)
Develop of manuals, documents and support how to use CDMA Technology to end customers.
Education
ADEN
MBA / Business Administration
Skills
