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Karen Orjuela

@karenorjuela

Customer Experience Coordinator at Falabella.com, where I integrated operational processes and implemented Salesforce to improve customer service.

Colombia

Message

What I'm looking for

I’m looking for positions that allow me to continue developing my knowledge of continuous improvement and process optimization.

At Falabella.com, I coordinate customer experience improvements across pre- and post-sales operations. I bring internal teams together to improve process timing and management, and I use KPI data to support decisions.

I integrated and standardized operational processes across both commerce platforms. I also implemented Salesforce CRM to improve customer management and communication between teams.

As a Process Improvement Analyst at Falabella.com, I analyzed e-commerce data to identify root causes and created BPMN process flows. I also supported the migration of processes from Linio to Falabella.com and tested Salesforce workflows.

At LINIO COLOMBIA SAS, I trained front-office and back-office agents, monitored quality, and gave feedback to improve area indicators. I’m looking for opportunities to keep developing my knowledge of continuous improvement and process optimization.

Experience

Work history, roles, and key accomplishments

Current

Coordinadora jr Customer Experience

Current

Falabella.com

Dec 2023 - Present (2 years 10 months)

Led cross-functional initiatives to improve operational processes and KPIs. Managed continuous improvement projects and implemented Salesforce CRM, enhancing customer management and operational efficiency.

Salesforce CRM Process Improvement KPI Monitoring Data Analysis Project Management Cross Functional Collaboration

Analista de mejora de procesos CX

Falabella.com

May 2022 - Dec 2023 (1 year 7 months)

Analyzed data to identify root causes in e-commerce pre and post-sale processes. Created BPMN flows and templates to guide agent responses, and supported Salesforce CRM alignment for retail operations.

Data Analysis BPMN Process Improvement Salesforce CRM Ecommerce

Analista de calidad y entrenamiento

Linio Colombia SAS

Feb 2018 - May 2022 (4 years 3 months)

Trained front and back office agents, monitored quality, and provided feedback to improve team indicators. Analyzed monitoring results to drive process changes.

Training Quality monitoring Feedback Process Improvement

BackOffice Garantías

Linio Colombia

Oct 2015 - Feb 2018 (2 years 4 months)

Managed internal warranty processes and ensured responses to sellers within legal timeframes. Resolved cases within SLA, achieving 100% effective resolution.

Warranty Management SLA Compliance Customer Service