GONZALO A.
Senior Commercial Manager
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Gonzalo L. is an experienced Business Administrator with over 11 years dedicated to leading commercial teams and operations in the Contact Center sector within the financial industry. He has a proven track record of managing teams of up to 60 employees, focusing on designing and implementing commercial strategies aimed at achieving sales goals, enhancing customer loyalty, and developing high-performance teams. At Banco Falabella, Gonzalo played a pivotal role as the Subgerente Comercial, where he directed national credit card retention campaigns and achieved a 55% retention rate. His strategic use of coaching and performance monitoring consistently led to a 105% average achievement of commercial goals and maintained a Net Promoter Score of 70%. Moreover, Gonzalo excels in KPIs analysis, upselling, cross-selling, and ensuring optimal customer experiences, utilizing tools like Salesforce and HubSpot to enhance operational productivity and customer satisfaction.
Experience
Commercial Head Contact Center
Banco Falabella · 2022 — 2025Led the commercial operation of the Contact Center with a team of over 60 employees, including supervisors, analysts, trainers, and commercial advisors. Developed and executed strategies focused on increasing sales, customer retention, and productivity by continuously monitoring KPIs. Directed national credit card retention campaigns, achieving a retention rate of 55% through negotiation and loyalty strategies.Commercial Head BPO and Non-Presential Channels
Banco Falabella · 2020 — 2022Coordinated commercial teams aimed at meeting sales, productivity, and quality objectives. Implemented strategies to boost commercial conversion through ongoing indicator tracking and improvement plans. Executed customer loyalty, retention, and development campaigns directed at business growth while analyzing commercial indicators to find enhancement opportunities.Coordinator of Commercial and Channel Development
Banco Falabella · 2018 — 2020Oversaw teams tasked with achieving sales and productivity targets. Innovated strategies for enhancing commercial conversion while continuously evaluating indicators and implementing improvement initiatives. Produced executive reports for decision-making and performance tracking, and strengthened team competencies through coaching and consistent feedback.Customer Service Coordinator
Banco Falabella · 2014 — 2017Managed customer service teams in both telephone and digital channels, ensuring high-quality standards and customer satisfaction. Achieved a sustained NPS of 70% by implementing strategies focused on continuous improvement in customer experience. Administered case management through Salesforce CRM and JIRA, while optimizing performance by monitoring productivity and customer experience metrics.
Skills & Expertise
Education
- Administrador de EmpresasUniversidad UNAD