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Hi, I’m
Fabián Zapata
Ing. Civil Industrial (in Progress) - Electronic Technician
Region Metropolitana
Summary
Work experience in multi national and multi cultural companies that market their products in private and public health institutions, constantly participating in medical advice and technical support to the management teams of each institution, with a focus on customer satisfaction, complying with internal regulations. I have soft communication skills, I am proactive, results oriented and with effective communication, with great ability to work in multidisciplinary and high pressure teams. I am interested in a workplace where I can develop a positive attitude, skills to communicate transversally, develop empathy and work with autonomy.
Overview
6
years of professional experience
9
years of post-secondary education
2
Languages
Work History
AlconSantiago
Field Service Operations Speciales
09.2019 - Current
Job overview
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Provided professional services and support in a dynamic work environment.
- Self-motivated, with a strong sense of personal responsibility.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Coordinator of the Technical Service Engineers team with the
agenda maintenance of equipment, follow-up of contract and tenders. - Annual sales projection of the business unit.
- Review of the Technical Service Forecast for Alcon Surgical.
- KPI generation and critical data analysis for business
development. - Negotiation with suppliers and commercial monitoring.
- Responsible for the correct calibration of the instruments and
tools. - Continuous Improvement of technical service department.
- Transversal functions for the whole company.
BDSantiago
Customer Support
01.2018 - 09.2019
Job overview
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Corrective maintenance of cytometry and blood culture
equipment. - Preventive maintenance of cytometry and blood culture
equipment. - Install and deinstall of equipment.
- Follow-up of cases and telephone support.
- Equipment installed base update.
- Data analysis and management of KPIs of the area.
- LATAM service status monthly report.
- Implementation of the Contact Center system.
BDSantiago
Customer Service Analyst
04.2017 - 01.2018
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers for LATAM and USA.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Commercial management of clients.
- MKT and Pricing support.
- Implementation of projects and KPI's in the area.
- Preparation and creation of reporting processes and statistics
of the area. - Continuous Improvement of the area.
- Creation of Macros and excel forms.
Education
Universidad Santo TomasSantiago
Bachelor of Science from Health
03.2009 - 08.2015
Universidad Andres BelloSantiago
Bachelor of Science from Industrial Civil Engineering
03.2021 - Current
Skills
Service operations oversight
Additional Information
- Six primes in three years working at Alcon, which two are by LATAM continuous improvement.
- One prime in BD by Capacity Model project (Global).
Software
SAP
Tableau
Power BI
Microsoft Excel
SQL
Timeline
Universidad Andres Bello
Bachelor of Science from Industrial Civil Engineering
03.2021 - Current
Field Service Operations Speciales
Alcon
09.2019 - Current
Customer Support
BD
01.2018 - 09.2019
Customer Service Analyst
BD
04.2017 - 01.2018
Universidad Santo Tomas
Bachelor of Science from Health
03.2009 - 08.2015
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