Hugo macareno castro

I am an engineering student at the Francisco José de Caldas District University, specializing in process analysis, information management, and continuous improvement. I approach my work with analytical thinking, adaptability, and a results-oriented mindset, applying engineering tools to drive efficiency and create value within organizations.

I have worked as a service representative in high-demand environments, managing and analyzing requests and complaints related to telecommunications services. I focus on traceability and efficient resolution, meeting key performance indicators (KPIs) related to response times, quality, and satisfaction to support operational decision-making.

I have also served as a service agent, managing digital channels (chat) for customer service and optimizing response times. I prioritize cases based on impact and urgency, apply retention and cross-selling strategies based on customer analysis, and manage databases for service tracking and improvement, integrating critical thinking and the ability to work under pressure.