Curriculum Vitae

GUILLERMO EDUARDO CORREA

guillermoeduardocorrea@gmail.com

Highlights 

• Multi-Lingual: English, Spanish, Italian, French.
• Multiple nationalities: Venezuelan, Italian, Colombian.
• Development of new corporate strategies: optimization in effectiveness of revenues, more than 50% of corporation’s  profit showed intact in constant moving economy
• Multi-tasking aspect- significant, more than 60 % percent of positive charts finished positive at each closing year.
• More than 30 000 USD has been saved in national business development, thanks to a personal methodology implemented.
• New opportunities and markets were opened, due to a perfect update in odd structures; this could lead to re-open important sale lines; that were already discontinued.
• Building of a whole new holding, in order to protect corporates fluctuation in a devastated-Venezuelan economy.
• International links were officially established and new markets are potentially opened, a plus for corporate development; in foreign markets.

 Professional Experience

 Concentrix, Miami / USA

Technical / Sales Advisor (May.-Dec./2023.)

 Teleperformance, Klarna – Bogotá / Colombia

Customer Service Specialist (Mar.-Apr./2022.)

Assignments done under a supervision of a team manager and dynamics between Klarna and Teleperformance, two big multinationals were founded.

Key features:

– Fundamentally “B2C” and “ERM” skills; developed for corporate success.

– Efficient management of a system with more than 200 available workflows

Amazon – Bogotá / Colombia 

Customer Service Associate (Aug.-Nov./2021.)

Position held under the tutelage of “Team Managers” in where weekly accounts records, of a line dedicated to English-speaking consumers (USA;) were provided with comprehensive attention to “The Marketplace” on a daily basis for more than 10 hours.

Key features:

• Attend a dedicated telephone line of approximately 50-80 users accomplishing direct public assistance parameters.
•   Built experience on “B2C,” “ERM.” And another approximations that included: “B2B,” “B2E,” “B2A,” “A2B.” All of these were learned throught skills properly developed in an enviroment such as Amazon and their businesses.
• Efficiency demonstrated towards daily metrics that the retail line monitored throught and automated system and these were evaluated weekly by a Team Manager.
• Tough work developed throughout a hierachy that included a Regional LATAM Manager as first level, a KAM for the second level, a Group Manager for a third level and finally a Team Manager to whom direct contact was held.
• Leadership of a blended department (that was being, newly; tested to Amazon.) I was part of this test that included “Cara to Cara” calls and that required maximum standards towards new technological resources that were tried to be implemented.
• Blended responsibilities included here as well: being in charge of an area called Account Changes but I was part of this new experiment were Retails was going to be fusioned to Amazon accounts department. Also;  Credit Cards department was going to be included and added to my skills profile.
• A project of adding me to another departments such as AMZL -Amazon logistics as well as Amazon Registries (for wedding, baby showers, etc.) was contemplated from the organization; this because of my exceptional performance.
• Soft skills such as multi-task performance were developed; I was supposed to report call and warm transfers (live or written ones.) In here; I attended live chat or escalations that were solved by other departments or leadership teams. All of them done while I was in the phone with a customer.
• An integral attention was demanded by most of the users, some of them were visually impaired or too old enough to even start a computer or a cell phone, even; most of them even had contact with technological terminals.
• Management of a system that included a workflow of more than 100 options and sub-menus in where a good and precise decision was taken in each call. This was done for almost eleven hours a day bringing out a specialized attention to each user. This because Amazon considers itself as a “customer lover” corporate and one was working under this slogan commitment.
• More than 1000 politics were managed throughout what was called a Knowledge Center in were the regulations were supposed to be read and learnt for each particular case. In here, some particular things were done such as: elaborated scripts lecture, etc.
• All of the areas attended demanded an under pressure attention, this because each customer wanted an efficient attention with a particular well-elaborated issue and for most of these ones a support ticket was issued at the same time. For ex: a refund of a third party seller in the marketplace; and in this case the seller was not answering multiple previous communications or a gift card issued by an associated store (to Amazon) that was deffective and all the investigations were asked to be done.
• Particular metrics such as ACW (after call work) were accomplished, this one in particular supposed 1 min to create an email summarizing the issue solved for a cutomer. Such other parameters such as positive surveys at the end of each call were supposed to be carried out with more than 90 % of occurrence (not counting here repeated calls fot the same incidence.)
• Adding to this “back to back”  attention a new feature in which each new Team Manager organized a weekly meeting  were new spontaneous “recreational,” dual and individual; activities were supposed to be created each time.

Industrias Coramodio C.A.- Caracas, Venezuela

Purchasing Director, Jan. 2011 – May. 2019.

• Lead a department consisting in many assistants, and 2 production managers that holds 30 workers.
• Capability of assuming immediate responsibility on the personnel at charge, due to a skill that grew up in a country were the minimum wage is less than 5 USD and the work demand are low, or working spaces are empty.
• Effective negotiations, more than 50% of the organization portfolio was compromised, but instead; this negotiation policy contributed to keep this number and raise it.
• 200 000 USD saved each year, in order to make this, a huge structure was build, in the purchases section.
• 60% of the organization’s profit that was, was saved, at the end of the year, with the country annual hyperinflation (200 %.)
•  300 USD at the end of each year, were kept almost intact in a period of 4 years, in Venezuela’s 5 year hyperinflation.

• Represent companies in negotiating contracts and formulating policies with suppliers.
• Direct and coordinate activities of personnel engaged in buying, selling, and distributing materials, equipment, machinery, and supplies.
• Interview and hire staff, and oversee staff training.
• Locate vendors of materials, equipment or supplies, and interview them to determine product availability and terms of sales.
• Develop and implement purchasing and contract management instructions, policies, and procedures.
• Maintain records of goods ordered and received.
• Participate in the development of specifications for equipment, products or substitute materials.
• Analyze market and delivery systems to assess present and future material availability.
• Resolve vendor or contractor grievances, and claims against suppliers.
• Review, evaluate, and approve specifications for issuing and awarding bids.
• Control purchasing department budgets.
• Review purchase order claims and contracts for conformance to company policy.
• Administrate online purchasing systems.
• Prepare reports regarding market conditions and merchandise costs.
• Prepare elicitations requiring board approval.
• Arrange for disposal of surplus materials.

Inversiones Daco CA (Copy Center)- Caracas, Venezuela

CEO, Jan. 2006 – Sep. 2007.

• Direct or coordinate the organization’s financial or budget activities to fund operations, maximize investments and increase efficiency.
• Confer with board members, organization officials, or staff members to discuss issues, coordinate activities, or resolve problems.
• Analyze operations to evaluate performance of the company in meeting goals or determine areas of potential cost reduction, program improvement, or policy change.
• Plan, or implement policies, objectives, or activities, to maximize returns on investments and to increase productivity.
• Direct or coordinate activities of businesses or departments concerned with production, pricing, sales, or distribution of products.
• Prepare or present reports concerning activities, expenses, budgets, government statutes or rulings, or other items affecting businesses or program services.
• Implement corrective action plans to solve organizational or departmental problems.
• Deliver speeches, write articles, or present information at meetings or conventions to promote services, exchange ideas, or accomplish objectives.
• Administer programs for provision of equipment or supplies.

Inversiones Daco CA (TOY STORE)- Caracas, Venezuela

CEO (owner), Feb. 2004 – Dec. 2004.

• Direct and coordinate organization’s financial and budget activities to fund operations, maximize investments, and increase efficiency.
• Manage staff, preparing work schedules and assigning specific duties.
• Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.
• Locate, select, and procure merchandise for resale, representing management in purchase negotiations.
• Determine goods and services to be sold, and set prices and credit terms, based on forecasts of customer demand.
• Monitor businesses and agencies to ensure that they efficiently and effectively provide needed services while staying within budgetary limits.
• Manage the movement of goods into and out of production facilities.

Education    

Aston American University  

Honolulu, Hawaii 

MBA. Score: A+.2020

Universidad Metropolitana – Caracas, Venezuela.

Systems Engineering. Jan. 2002 – Dec. 2006.

Universidad Metropolitana –  Caracas, Venezuela.

Liberal Studies -B.A. Major-Management and Marketing. Jun. 2010.