Edison Reina
About Edison Reina
Edison Reina is an Analista Setup with a background in automation tools and operational metrics. He has contributed to significant efficiency improvements in his roles at UBITS and Cabify in Bogotá, Colombia.
Work at UBITS
Edison Reina has been employed at UBITS as an Analista Setup since 2020. In this role, he established new operational metrics for the Setup team, concentrating on customer satisfaction and productivity. He implemented over 20 automation processes using Zendesk and Zopim, which led to a significant reduction in average response time to under 2 hours. His contributions have been pivotal in enhancing the efficiency of the Setup team and improving service delivery.
Previous Experience at Cabify
Before joining UBITS, Edison Reina worked at Cabify in various capacities. He served as a Sales Assistant for 4 months in 2017, followed by a position as an Excellence Associate from 2017 to 2019 in Bogotá D.C., Colombia. During his tenure at Cabify, he developed real-time tracking systems for delivery activities and compliance control, achieving a 20% reduction in average operation time. His experience at Cabify provided him with valuable insights into operational excellence.
Education and Expertise
Edison Reina studied at Servicio Nacional de Aprendizaje (SENA), where he earned a Tecnólogo degree in Gestión Documental from 2014 to 2016. He furthered his education at Fundación Universitaria Empresarial de la Cámara de Comercio de Bogotá, obtaining a degree in Ingeniería Industrial from 2019 to 2023. His academic background equips him with a solid foundation in document management and industrial engineering principles, which he applies in his professional roles.
Contributions to Operational Metrics
At UBITS, Edison Reina has made significant contributions to operational metrics for the Setup team. He focused on key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (C-SAT), and resolution times. His efforts aimed to enhance both customer satisfaction and productivity, including metrics like average operation time and average wait time. These initiatives have played a crucial role in optimizing team performance.
Creation of Global Setup Team
Edison Reina contributed to the establishment of the first global Setup team in Colombia, which focuses on providing services to stakeholders and Key Account Managers (KAMs) across Latin America (LATAM). This initiative highlights his ability to work collaboratively in a regional context and to support the operational needs of a diverse set of clients.