Janeth Andrade
About Janeth Andrade
Janeth Andrade is the Call Center Manager for Hispam at American Tower, where she has worked since 2020 in Ciudad de México. She has extensive experience in contact center operations, digital marketing, and project management, supported by various educational qualifications in these fields.
Work at American Tower
Janeth Andrade has been serving as the Call Center Manager for Hispam at American Tower since 2020. In this role, she is responsible for the strategic planning of contact center operations. She has centralized the contact center operations in Mexico for the Hispam region and has managed the implementation of contact center operations in Paraguay, Costa Rica, and Argentina. Additionally, she handles the annual budget management for the contact center and focuses on cost reduction and optimization of CRM tools such as Salesforce and Avaya.
Education and Expertise
Janeth Andrade has a diverse educational background in digital marketing and project management. She studied at the Irish Internet Association and achieved a Diploma in Digital Marketing Bootcamp in Dublin, Ireland, from 2015 to 2016. She also completed a course in E-commerce at Escuela de Organización Industrial in 2015. Furthermore, she obtained a Diplomado in Digital Communication and Social Media from Tecnológico de Monterrey in 2012 and a Diplomado in Agile Project Management from the same institution from 2020 to 2021. She holds an ITIL Foundation Certificate in IT Service Management from AXELOS, achieved in 2019.
Background
Janeth Andrade has extensive experience in customer service and marketing. Before her current role at American Tower, she worked as a Call Center & Service Desk Manager at the same company from 2018 to 2019. She has also held positions at Telefónica as a Senior Telemarketing Specialist from 2016 to 2017, and at Lanz & Asociados as a Marketing Coordinator from 2010 to 2015. Her early career included a role at MAPFRE ASSISTANCE as a Back Office Supervisor from 2008 to 2010.
Achievements
Throughout her career, Janeth Andrade has developed and managed key performance indicators such as Average Handle Time (AHT), Service Level Variance (SLV), Average Busy Abandonment (ABA), Occupancy (OCC), and Average Speed of Answer (ASA). She has also redesigned processes for continuous improvement in customer service and implemented the use of WhatsApp and other digital channels for customer service at the contact center.