Javier Fernandez Pino

Led the front office for in-store customer service and coordinated continuous improvement initiatives, focusing on key KPIs such as FCR, AHT, and NPS. Designed and implemented strategies to optimize communication channels and inter-store coordination.

Implemented and managed the commercial telemarketing contact center for the virtual position, achieving the highest results among the company's four virtual positions in 2023. Supervised an outbound operation of approximately 180 executives and defined business rules for portfolio distribution and call dialing.

Directed a patient tracing center with 7 supervisors and 220 executives, processing between 6,500 and 7,800 daily contacts. Designed and implemented specialized cells for sanitary residences and close contacts, ensuring operational continuity during the health emergency.

Led the resolution of escalated mortgage complaints before SERNAC and CMF, analyzed complex cases, and developed a response matrix to streamline attention during the pandemic. Managed case analysis and resolution of complex cases.

Centralized corporate KPI reporting by managing databases and developing dashboards, macros, and executive presentations to support managerial decisions.

Managed 19 client portfolios, each with approximately 90 corporate accounts, and coordinated omnichannel service via contact center, web, corporate WhatsApp, and in-person channels. Supervised B2B sales strategies via telemarketing and field visits with SME clients.

Supervised the technical customer service team and performed commercial analysis to mitigate satisfaction indicators and ensure KPI compliance.

Coordinated telesales, retention, and B2C post-sale complaint operations for Silver, Gold, and Platinum clients. Elevated FCR from 70% to 82% through a weekly monitoring plan and obtained Movistar certification for managing the Platinum segment.

Provided first-level technical support and managed user complaints and incidents.

Egresado de Ingeniería de Ejecución en Informática.

Certificación en Mejora Continua de Procesos Call Center.

Modelo de Gestión Integral (GMD, KENWIN) con enfoque en Excel avanzado para reportería de KPIs, macros, tablas dinámicas y dashboards.

Cursos en liderazgo y coaching, formación de entrenadores, técnicas de venta y comunicación efectiva.