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Member Profile

Mario Quiceno (2 Yrs in the industry)
Technical Support Advisor
24-7 Intouch
31 Connections



About Me, My Hobbies & Interests!

I am a skilled, self-directed, and reliable professional experience with high level of administrative experience, logistic and project coordination, budgeting, good communication skills and customer care. My background includes assistance to high level administration, organizational skills, and events planning experience (e.g. marketing and merchandising events with small farmers; interaction with international customers (Asia and Africa)); work with partners abroad, maintaining networking, verifying invoices and stocking items. Throughout my experience, I have become skilled in management to maximize productivity and efficiency.I speak English, Spanish and have some basic knowledge of French. WORK EXPERIENCE Customer Services representative (English / Spanish) February 2019 – Current Market Force Information Winnipeg, Canada • Resolved product or service problems by clarifying customer's complaints and concerns, determining the cause of the problem, selecting and explaining the best solution to solve the problem. • Deliver exceptional customer experience while staying within our quality and scope guidelines • Document all client interactions promptly and accurately. • Follow up on resolutions with emails and/or customer call backs. • Respond promptly to emails and voicemails from external and internal clients. • Provide basic technical support and troubleshooting guidance with digital phone app. • Prepare and issue resolution letters and coupons on behalf of clients. Logistics Coordinator and Marketing Analyst June 2017 – December 2018 HarvestPlus (Crop Improvement Project for Wheat, Maize, Rice and Beans) based at CIAT (International Center for Tropical Agriculture) Cali, Colombia • Responsible for seed storage, storage warehouses and crop dissemination for maize, beans and rice biofortified crops. • Supported the marketing department in the coordination of logistics for interaction with local farmers in different regions of Colombia. • Coordinated logistics for focal group interviews, field days and marketing operations for the farmers. • Coordinated administrative and logistics operations for HarvestPlus Crop Development, Laboratory and Nutrition teams. Coordinated administrative matters, procurement of goods and services, and logistics operations for Crop Development, and Nutrition Laboratory teams • Managed the biofortified maize, beans and rice crops seed warehouses and growth rooms, maintenance of Warehouses and small field equipment. Assistant Project Analyst. May 2004 – June 2017 HarvestPlus (CIAT) Cali, Colombia • Coordinated the logistics for the worldwide HarvestPlus 6-day workshop, resulting in a successful execution of the event • Monitored the projects for the plant breeding team based in Asia and Africa • Supervised the technical, financial delivery and reporting of contracts, and consolidated the information in various databases for senior management review • Coordinated procurement of vehicles and equipment • Managed a milling machine modification and office renovation projects Manufacturing and Project Engineer November 2000- November 2003 Familia Sancela del Pacifico (Production Industry: Plastic Films, Plastic Extruders for diapers) Caloto, Colombia • Led the STOP TIME project, a reporting and productivity tool to determine and analyze causes of production stoppages, and coordinated projects for new equipment installation. • Assisted Production Manager with production reporting. • Supervised the management productivity groups based on total productive maintenance, continuous improvement, and Total Quality Management • Managed the network for the fire system, air conditioners and compressed air distribution in the plant. ADDITIONAL WORK EXPERIENCE EDUCATION 2018 PMP (Project Management Professional) Test Preparation 2018 SESTRA PMI Cali, Colombia Master in Business Administration 2005 Universidad Del Valle Cali, Colombia Project Management Diploma 2000 Universidad Pontificia Bolivariana Manizales, Colombia Bachelor in Mechanical and Manufacturing Engineer 1998 Universidad Autónoma Manizales, Colombia

Company Details

24-7 Intouch is an award-winning Global Contact Center Outsourcer that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care method allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 16 years of experience, the 24-7 Intouch team takes pride in creating a top to bottom brand alignment for clients to create the ideal customer experience.

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