Yorjairo Urdaneta

• Assisted customers by answering questions and responding to inquiries.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Recommended products to customers, thoroughly explaining details.
• Responded to customer requests for products, services, and company information.
• Educated customers on company systems, form completion, and access to services.
• Processed payments.

• Managed inventory control, cash control, and store opening and closing procedures.
• Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
• Completed point of sale opening and closing procedures.
• Rotated merchandise and displays to feature new products and promotions.
• Assisted with hiring, training and mentoring new staff members.
• Approved regular payroll submissions for employees.

• Assist in the conceptual planning and presentation of the processes requested by the company's senior management.
• Obtain, collect, evaluate and present the necessary information (technical, operational) for the design of the frente unico area
• Assist in the preparation of the Process Execution Plan according to the time objectives and established results.
• Assist in the negotiation of terms and conditions with the selected suppliers and coordinate the timely delivery of contracted products and services.
• Plan, coordinate, execute and control the different operational tasks for the execution of the Processes, ensuring compliance with delivery dates, quality of results and acquired commitments.
• Anticipate, identify, and evaluate possible risks that may affect the development of the processes, and propose mitigation strategies in order to meet the established objectives.
• Support the development of documentation applicable to the processes (procedures, contingency procedures, manuals, among others).
• Periodically inform the Project and Systems Management about the processes that may have an impact with possible improvements.
• Prepare the annual report of the month-end process.
• Monitor critical processes in production.
• Perform the tasks of supervision and administration of personnel.
• Manage and develop the technological platform of the company.
• Advise the teams in compliance with the guidelines denned by the different areas regarding the execution processes of Frente Unico
• Manage conflicts and ensure team processes.
• Propose, develop and apply technological innovations in processes.
• Apply process improvements aimed at the customer service experience.
• Guarantee access to and processing of information, ensuring its security and integrity.
• Control and ensure operational stability, continuity of United Front services and compliance with agreed service levels.
• Ensure the implementation of improvements in Service Desk processes.
• Management of changes, incidents, events, and problems, ensuring the least possible disruption in the processes
• Improved efficiency and effectiveness of performance and management of processes across departments.
• Evaluated corporate business processes to align outcomes with strategic goals and corporate vision.

• Member of the Corporate Committee for the Improvement of business intelligence processes for fixed and mobile telephony
• Prepare process network analysis reports for decision making regarding the improvement of execution times of mobile telephony batch processes.
• Work directly with the Operations team to resolve issues and improve processes.
• Evaluate processes and procedures for make improvements where possible
• Management of all operations associated with a Billing and Collection Chain process: planning, organization, monitoring and reporting.
• Survey and diagramming of processes for chain service and Business Intelligence.
• Document processes of Billing Chains, collections, customer service and Business Intelligence.
• Analysis for the Optimization of processes of Billing Chains, collection and intelligence and business for mobile telephony
• reducing response times.
• Preparation of cyclical reports regarding the operation of critical processes
• Survey and diagramming of processes for business intelligence channels

• Survey and diagramming of processes for service channels of the large business segment.

• Preparation of procedure manuals and process instructions.

• Detect possible process improvements.

• Redenne process.

• Process reengineering, adjustment of fixed and mobile telephony service processes to the Salesforce system.

• Carry out process documentation (procedure manuals), reports and management reports.

• Worked with the engineering team to implement process improvements

• Monitor critical processes in production
• Perform the tasks of supervision and administration of personnel
• Manage and develop the technological platform of the company
• Advise the teams in compliance with the guidelines de ned by the di erent areas regarding the execution processes of Fente Unico
• Manage con icts and ensure team processes and tasks are carried out e ciently
• Propose, develop and apply technological innovations in processes
• Apply process improvements aimed at the customer service experience
• Guarantee access to and processing of information, ensuring its security and integrity
• Control and ensure operational stability, continuity of United Front services and compliance with agreed service levels
• Ensure the implementation of improvements in Service Desk processes
• Management of changes, incidents, events and problems, ensuring the least possible disruption in the processes
• Member of the Corporate Committee for the Improvement of business intelligence processes for xed and mobile telephony
• Prepare process network analysis reports for decision making regarding the improvement of execution times of mobile telephony batch processes
• Work directly with the Operations team to resolve issues and improve processes.
• Evaluate processes and procedures for e ciency and e ectiveness and make improvements where possible
• Management of all operations associated with a Billing and Collection Chain process: planning, organization, monitoring and reporting
• Survey and diagramming of processes for chain service and Business Intelligence.
• Document processes of Billing Chains, collections, customer service and Business
• Intelligence
• Analysis for the Optimization of processes of Billing Chains, collection and intelligence and business for mobile telephony
• Reducing response times.
• Preparation of cyclical reports regarding the operation of critical processes
• Survey and diagramming of processes for business intelligence channels
• Survey and diagramming of processes for service channels of the large business segment
• Preparation of procedure manuals and process instructions.
• Detect possible process improvements.
• Rede ne process.
• Process reengineering, adjustment of xed and mobile telephony service processes to the Salesforce system
• Carry out process documentation (procedure manuals), reports and management reports
• Worked with the engineering team to implement process improvements
• Perform qualitative and quantitative analysis of client business process information.
• Diagram processes and de ne possible process improvements based on their diagram.
• Definition for process documentation management.
• Participation Implementation in the improvement of processes and their monitoring.
• Monitor the complete cycle of customer service

• Guide and supervise the implementation of new products and services (project execution time studies and planning), establishing controls within the specifications according to SUDEBAN regulations and money laundering.
• Develop techniques for the optimization of internal processes and channels, which affect service improvements.
• Analyze data, perform calculations and tests through valid and reliable instruments to determine and report differences in the implementation of processes compared to established patterns.
• Document processes in accordance with the methodology and submitting the product for review by the pertinent instances.
• Actively participate in all training, training and / or updating activities to ensure continuous and ascending professional development, providing adequate support in the training of new resources, as well as the management of new tools or processes.
• Execute audit process controls based on projects, based on the identification of financial risks according to national processes and regulations.
• Improve processes in terms of cost, quality, and time.
• Collaborate with internal departments (analysis of their needs).
• Establish internal management indicators and monitor them.
• Sensitize all company departments to the imperatives of quality.
• Supervise the processes in the agency network, continuously improving and optimizing customer satisfaction.

Achievements

Development of the CROSSNET credit circuit system, improving response times by 100%, creating reports and statistics according to the different needs of the areas involved, as well as the necessary statistical data according to the Superintendence of Banks for the study of segmentation according to portfolio. regulatory credit.

The workload for business personnel of 52 agencies decreased by 32% due to the implementation of the CROSSNET credit circuit system.

The Credit File area was redenned.

Development of the system for credit online, improving response times to internal customers by 74% and in the control and disincorporation of online according to the bank's active portfolio.

Creation and definition of the customer registration area.

Project development for the opening of accounts in Dollars, improving parameterization within the banking Core.

Improved the account opening process for remote accounts, improving response times and services for business banking.

Winner of the INSPIRATE award from Banplus Banco Universal with the 3R project (Recycle - Reuse - Reduce).

Credit circuit, credit online, customer registration and account opening systems were integrated, for an improvement in service regarding management of customer information as well as collections.

Improved intranet (functional leader) integration for internal customer services.

• Analyze and implement new products and services, controlling the specifications regarding the regulations established by the Superintendency of Banks and Money Laundering.
• Develop techniques for services optimizing processes and internal channels.
• Improve processes in terms of cost, quality and time.
• establish and monitor internal management indicators.
• Sensitize all company departments to the imperatives of quality.
• Monitor the progress of the agencies under the continuous improvement and optimization in the satisfaction of internal and external clients.

Achievements

• Processes were adapted and updated according to the statutes of the Superintendence of Banks.
• Reduced the operational risk of 47 agencies due to the preparation, certification and implementation of the Banplus Banco Universal agency manual, as a standardization tool for banking processes.
• reassessed and reassigned the workloads according to their study and analysis.
• Developed and executed a quarterly incentive plan, analyzing the indicators resulting from failure studies within processes in the agency network for service personnel.
• Improved the savings and checking account opening process, reducing opening times by 78%, improving the Core banking platform for account opening, standardizing, automating and homologating internal forms within the process (out of 10 forms, reduced to 3).

• Realization of a proposal for a Management System for Service Quality, this as a Special Degree Project
• Worked with the engineering team to implement process improvements
• Increased efficiency and team performance by implementing actionable process improvements.

• Development of necessary documentation manuals for a new product, adapted as a necessary requirement of ISO: 9001
• Adaptation of tests of raw materials and fatigue of solvent cement, according to international regulations