My CV in english

1. JORGE PRAT ALTUZARRA<br />AV. LAS CONDES 9777, DEPT. 412, SANTIAGO, CHILE – 56 65716005<br />jprat@achs.cl<br />ACADEMIC BACKGROUND<br />Santiago, Chile<br />March. 1991 - September. 1997<br />Graduated with honors from UNIVERSIDAD DIEGO PORTALES.<br />Commercial Engineer in Business Administration, thesis: “Marketing Case Studies on Chilean Companies”. <br />Santiago, Chile<br />April 2003 - September 2005<br />Graduated from UNIVERSIDAD DIEGO PORTALES– POMPEU FABRA<br />Master in Social Communication, thesis: quot;
Communities of Practice and Virtual Learning Environmentsquot;
. Thesis qualified with highest degree. <br />Madrid, Spain<br />April. 2010 - May 2011<br />IE BUSINESS SCHOOL<br />International MBA<br />Top 20% Ranking<br />Beta Gamma Sigma member<br />PROFESSIONAL EXPERIENCE<br />ASOCIACIÓN CHILENA DE SEGURIDAD (Insurance and Health Care)<br />Position: Engineer <br />Department: Planning and Studies<br />Santiago, Chile<br />Sept. 1996 - Nov. 1998<br />• Organizational and financial analysis research.<br />• Management control applied on ACHS branches.<br />• Elaboration of commercial proposals for new clients. <br />ASOCIACIÓN CHILENA DE SEGURIDAD (Insurance and Health Care)<br />Marketing Assistant<br />Department: Marketing<br />Santiago, Chile<br />Nov. 1998 - Nov. 2005<br />Product manager responsible for company’s web site: main goal was to transform the web site into a transactional extranet for clients. This responsibility involved managing:<br />Coordination within different areas inside the company in order to obtain collaboration for the making of content, services and products, customized for the web site.<br />• Communication and training efforts on every branch around the country in order to assure adequate knowledge of the web site’s main services oriented to clients.<br />• Development, coordination and control of web site’s marketing, plan on a year basis. This activities where driven together with the advertising agency staff.<br />ASOCIACIÓN CHILENA DE SEGURIDAD (Seguros)<br />Head of Virtual Services ACHS<br />Department: Virtual Services<br />Santiago, Chile<br />Nov. 2005 – To present<br />• Development and implementation of the company’s virtual client service model, integrating 3 main channels: web site, contact center and branches (front desks), along with the implementation of the critical process needed to support this main integration. Main goal: to offer a unique, personalized, experience and technology oriented, single sign-on service model for the company’s clients, as an alternative to face to face service.<br />• Conformation and management of the team (10 positions) and unit in charge of running the virtual client service model platform.<br />• Research and development management over new products and services for the extranet, contact center, and front desks. R&D was part of the department’s goal and responsibilities.<br />Management of critical process (ISO 9001 certified) involved in the operation of the platform. Mostly client requests inbounds from contact center, web page and front desks. <br />Dataminning and CRM development and management. <br />Main achievements: in 5 years since the launch of the virtual client service model, client migration reached over 20.000, from a client base of 35.000. Client satisfaction also went over 90% every year, clearly outperforming company’s traditional client service channels in terms of satisfaction. Also this new client service platform represented a pioneer venturing within the industry.<br />Main skills: leadership, team builder, communication, client service, problem solving, project management, integration, and internet business solutions.<br />Santiago, Chile<br />• Courses and seminars:<br />2001, Santiago, Chile, Database Marketing and CRM seminar, The Kellogg Marketing Congress.<br />2001, Santiago, Chile, (E-Certificate) E-Business course from Berkeley University.<br />2007, Santiago, Chile, CRM course, Mundo Laboral.<br />2007, Santiago, Chile, Innovation seminar, Universidad Adolfo Ibañez.<br />ADDITIONAL INFO<br />• Languages:<br />Spanish (first language). English (high level, spoken and written), 1980-<br />1982, study at Carver School - San Marino, Los Angeles, USA.<br />