Microsoft Office
FABIAN ALVARADO BRAVO
Entrepreneur
Santiago
Summary
Born in Santiago de Chile, 47 years old, married, musician. Professional with more than 15 years of experience in modeling services and products, strongly linked to the areas of technological innovation and business development.
My experience has ranged from IT project management to one more focused on service modeling and the transformation of clients' business processes that help enhance their value offering to the market. I have been an employee and entrepreneur, with quite a few stories to my credit, which gives me a rich vision to detect risks and opportunities on the horizon.
Among my most relevant skills I highlight a great ability to establish long-term relationships with people, high negotiation skills, and building committed work teams that generate satisfactory results in highly complex scenarios.
Overview
27
27
years of professional experience
7
7
years of post-secondary education
2
2
Certifications
Work History
Co Founder – CFO
STI Servicios SpA
1 2015 - Current
- Company dedicated to construction of IT products and services that improve relationship between companies and their clients
- Construction of offer aimed at Artificial Intelligence, Process Automation (RPA) and Operational Efficiency
- Among clients obtained, I highlight: BancoEstado, Walmart, Adexus, Entel, VTR, among others.
- Sales growth, annual average of 21%
Customer Services Manager
OpenPartner S.A.
01.2011 - 01.2015
- Responsible for carrying out company's customer service policy, with main objective of building an efficient, close communication channel focused on business needs of each of them
- In charge of building and applying transversal customer service model, with differentiating elements according to market segment, and that generates positive perception in customers, facilitating results in implementation, operation and improvements in each of projects involved
- Renewal of 89% of contracts
- Customer Segment: - Private Companies in Health, Collection, Logistics and Banking sectors
- Public Companies and other government agencies
- Among activities under charge are: - Modeling of high-value services, and client process management
- Generation of differentiating elements that contribute to customer satisfaction and loyalty
- Management of a multidisciplinary work team of approximately 65 people, responsible for designing, implementing and operating technological and support services for clients
- Implementation and management of various Help Desks (Contact Center and Action Center) and other service channels such as Web, CRM and Self-Service
- IT Project Management
- Generation and Control of management indicators
- Periodic review of service and opportunities for improvement with client
- Segmentation and probing of commercial opportunities in clients
- Generate management tools that ensure permanent quality to processes
- Product WorkShops and Training.
Senior Project Consultant “Transactional Channels Optimization”
BancoEstado
01.2010 - 01.2010
- Responsible for coordinating collection and analysis of information with each of bank's internal areas involved in management of transactional balances and other electronic means of payment, with objective of establishing procedures that improve flow of information, improving final results
- In operation of each transactional channel
- In charge of supervising activities of work team of 6 consultants and monitoring progress with client
- Among transactional channels are: Caja Vecina, Internet, Servipag, ATM.
Partner - Product Director
Indalo Educa
01.2007 - 01.2009
- In charge of designing and raising the company's offer to the market
- Develop the commercial and operational model for the company
- Responsible for leading the design of the company's products and quality processes that give value to the promises made to its customers
- Milestones: - Develop commercial team, with supervision of more than 50 company clients
- Operational Model of the Institute
- Clients such as TurBus, Schiappacasse, HP Billiton, Adexus, DataBusiness, Evercrips were incorporated during my management
- In charge of the Design team of the competency training program for Municipalities (“Competencies for Life”), aimed at both officials and the community
- Implementation of e-learning platform for clients
- Collaboration agreement with 2 Universities and 1 Institute
- Development of course administration platform for clients via web.
Deputy Project Manager
DataPartner S.A.
01.2004 - 01.2008
- Company designed as a provider of mission-critical technological services, transactional and development services
- The focus of the business during this time has been on supporting transactional platforms of large retailers, as well as integrating OpenSource tools as a development basis for business support solutions
- I played the role of Deputy Project Manager, in charge of managing the technological services of our clients, as well as coordinating the team of project managers in charge of fulfilling commitments and agreements established with our clients
- Projects in charge: - Presto: “Presto Card” transactional Backoffice construction
- D&S: Development of messaging and recharge service for Presto clients with Movistar, Claro and Entel
- D&S: Card issuing and embossing system
- Presto: Client financial risk assessment system
- Adolfo Ibañez Ibáñez University: Implementation of market segmentation and evaluation system.
IT Product Director
Etraining Capacitación S.A.
01.2002 - 01.2006
- During the years in charge of the area, my work focused on building the institute's product line, as well as designing the service model on which to operate
- Among the achievements I can mention establishing strategic alliances with universities and other education centers, the implementation of the quality assurance standard NCH 2728, and developing tools for the design of content and distance courses (e-learning)
- Lecturer of computer science courses such as: Data Model Design, Relational Databases, Excel and Office.
DBA/Project Manager
Support S.A.
01.1999 - 01.2002
- Responsible for collecting Client requirements, managing costs and resources involved in the projects in charge
- Design of data models to support the operation of the transactional business between Ripley and its associated businesses
- Design of BackOffice applications and procedures in Oracle Database.
Visual Basic application programmer
Solver S.A.
01.1997 - 01.1998
Education
Modeling of Services and Products using Design Thinking -
UAI
Santiago, Chile 09.2022 - 12.2022
Service Management Diploma -
University of Chile
Santiago, Chile 03.2014 - 12.2014
Engineering Computer Execution (c) -
DuocUC
Santiago, Chile 03.1999 - 10.2001
Systems Analysis -
DuocUC
Santiago, Chile 03.1995 - 12.1998
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Manuel Baquedano Middle School
Basic - undefined
Maipu Educational Complex
Skills
Certification
University of Chile, Workshop on Relational Skills for Managers, 2014
Process Modeling
- BluePrinting for services model
- Mars, for process redesign and improvement
Management Control
- Balanced ScoreCard
- AHP method
Personal Information
- Age: 47
- Marital Status: married
Software
Bizagi BPM
Alfresco document
Open IA Suite
Microsoft Project
Interests
Music (Producer and Guitar Player, 4 Albums, 2 eEuro Tours
Reading
Old Cars
Timeline
Modeling of Services and Products using Design Thinking -
UAI
09.2022 - 12.2022
Service Management Diploma -
University of Chile
03.2014 - 12.2014
Customer Services Manager
OpenPartner S.A.
01.2011 - 01.2015
Senior Project Consultant “Transactional Channels Optimization”
BancoEstado
01.2010 - 01.2010
Partner - Product Director
Indalo Educa
01.2007 - 01.2009
Deputy Project Manager
DataPartner S.A.
01.2004 - 01.2008
IT Product Director
Etraining Capacitación S.A.
01.2002 - 01.2006
Engineering Computer Execution (c) -
DuocUC
03.1999 - 10.2001
DBA/Project Manager
Support S.A.
01.1999 - 01.2002
Visual Basic application programmer
Solver S.A.
01.1997 - 01.1998
Systems Analysis -
DuocUC
03.1995 - 12.1998
Co Founder – CFO
STI Servicios SpA
1 2015 - Current
undefined
Manuel Baquedano Middle School
Basic - undefined
Maipu Educational Complex
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