MCVP AD MEXICO 13.14
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Transcript of MCVP AD MEXICO 13.14
+57 300 5568048
Wido.hurtado
ACCOUNT DELIVERY
MC 13.14 My name is Wilder Hurtado and I am from Colombia and I studied industrial Engineer at “Universidad Nacional de Colombia”. I define myself as a happy person, who worries about current issues, passionate about entrepreneurship. I joined AIESEC in 2010 and I believe that «once AIESECer, forever AIESECer». I love to travel and reading a lot, I love photography as well. I speak fluent English and also count with a good Portuguese. I will inv i te you then to read my application
AIESEC CONFERENCES LDC Manizales 150 delegates/2009
Natco Medellin 300 delegates/2009
RDC Ibagué 150 delegates/2009
NPM Bogota 250 delegates/2009
RTC Sta. Marta 250 delegates/2010 FACI -‐ Chair
Zonalito Mzl 1 100 delegates/2010 FACI
PAE Santa Maria 150 delegates/2010 FACI
TtT Santa Ibague 150 delegates/2010 FACI
Zonalito Mzl 2 100 delegates/2010 FACI
CONAL Mexico 200 delegates/2011 FACI
NST ICX Colom
bia • Segmenta;on per Deparment based on Goverment
Sta;cs
• Workgroups in @Colombia to develop new products based on the segmenta;on
• Increased 60% the development internships sales in Q1 Regarding the strategy builted • Crea;on of ICX Iden;ty
Trainee & Ceeder Brasil
Crea;on of a development project called “Fundae” Which increased Development internship in 80% in one
month Re-‐rasing with some accounts regarding my experience as
trainee and them new products
+Crea;on of IMPACTO project, with MCVP icx and NST icx”
+Increased Raising numbers in Q4
+Sales training to middle and lowperformers
+Crea;on with the NST product sheets
+Strenthening new coopera;ons with @Peru, Colombia and Brazil.
CEED
er @
Mexico
Fitting The team. Experience that makes me good at…
@Conference Creation… I’ve been FACI in 5 conferences (Local- Regional and National (including CONAL MEXICO :D) outsiDe @, I have offered sales training to almost 300 people, coordinating the training depatrment of my Enterprise and nowadays, I am working with my own Project based on consultancy, offering sales and marketing trainings to differents groups around Colombia (middle and small companies).
Living with other people.. I have lived with 1 brazilian, 1 greek, 1 russian, 4 colombians, 1 french and 1 peruvian all in one flat during my Exchange in Brazil .. Yes.. trainee house Rocks!!.. then I lived with 2 Colombians, 1 brazilian girl, 2 mexicans, 1 Kenyan at the MC flat in Mexico… outside @ Right now I live with 2 roomates it is been a crazy year !
The biggest experience was given by AIESEC during my internship, it was really difficult to work with people who does not know nothing about spanish, people who got to the school without breakfast and they always offered a big smile to you. fr
…Emotional Intelligence
AIESEC Background
Fitting The team.
Project Management Before @, I was the director of a Social Project, working with poor people, teaching them music. In AIESEC I’ve had several Leadership roles, and outsider @, I have experience being Team Leader, Sales Manager, Service Manager, and actually I am developing my own Enterprise .
My biggest Achievement in @ All the experience!!! When you work in a Enterprise and lead non-aiesecers groups, you understand the big impact that the organization makes on you. You understand that you can change the World and make anything you want if you have commitmen,t and if you live the AIESEC Way everyday. Something that I will never forget is the big smile of the people in Brazil when you spoke to them about entrepreneurship and about your country, it is a good thing when they realize that Colombia is not a jungle.
My biggest failure in @ Being OCP of 25th AIESEC Aniversary @Manizales, We did not achieve the revenue to develop the event, we did not made a good planning and we were working day by day. Also when I was LCVP ICX I had a problem with a trainee because we did not pay attention to the visa process. You learn from the mistakes!
Not at all, one thing that I like the most of AIESEC is that it does not matter if you are below or above the line of one MCVP or MCP, all positions are important and we need to work together as a team to achieve the results. We have to remember that one of our purpuses is to develop our Communication Skills, and the way to do it, it’s not Only to know how to speak to a conference, it is to show assertiveness when you speak to anyone, it does not depend on the possition or the relationship you have with others, it depends on the way you scalate and give the information to anyone in a Group.
W o u l d i t m a k e y o u uncomfortable to have an i n t e r m e d i a t e communication between you and the MCP?
Are you applying part time or Full time… Why?
I am applying for full time position. The main personal restriction that I have is that I am moving to Mexico, and the main professional restriction that I find is that the position need a person aware all day of the work, this in order to ensure a good customer service and an accurate account delivery with LCs and national Partners.
Motivation and Career My career plan: I have been an AIESECer since 2009. I took a rest in 2011 but now I am back applying to Mexico. Why? Just because I want to end up what I always dreamed when I start in AIESEC: BE AN AIVP. To get to this, I need to develop myself, develop the people whom I will work with, give results to Mexico, and the most important thing: convert the passion into excellence by giving to the people HIGH QUALITY EXPERIENCES!
…In 10 years…
As an enterpreneur, this new experience will give me the understanging of how important is to make everything we planned; we usually neglect our time and since the World is changing every second, we need to do differents things everyday in our companies to achieve our goals, always be updated and offer high quality services, products and experiences to the World. As Wilder, this position will let me understand the different ways of work that we have among the cultures, will let develop my teamwork skills, let increase my resilence. In 10 years I want to say that AIESEC Mexico taught me the importance of working as a team, learn everyday at least one thing and be a better person every day. I always wanted to be a enterpreneur person and @ gave me the baises to raise my company, in 10 years I want to say that my Enterprise is still working because AIESEC.
Why @Mexico I’ve been in several countries and I know a lot of AIESECers around the World, based on my experiencie, I choose @Mexico because it has the potencial to grows up as the largest young organization in the Country and because all the Mexican AIESECers are people who feel the organization in a different way, people with high potencial to develop their Leadership, make them believe that they can change the World and impact other lifes. I want @Mexico because I’m sure that there will be the place where I will not only find friends but a family. Why mexico? Because its Culture, its food, its landscapes and the most important thing is because Mexico is showing a high increase in its economy and I am totally sure that we can capitalize a lot of sectors and help mexico to grow together. Besides giving to the country leaders and people who understands the global reality and can impact the World.
Motivation and Career Who is a real AIESECer? A real AIESECer is a person who worries about the local, National and global Reality. It’s a person who shows resilience, who likes to share things with other cultures. An AIESECer, is a person who believes in small actions that change the World…a Real AIESECer is a person who uses everything he learns in the organization for his own life, how lives the values inside and outside the organization, it is not a person who is in the organization Only because he wants to be part of something, it is a person that being part of something wants to be a leader and change the World. An AIESECer for me is a person who always shows ATTITUDE, BELIEVE, and COMMITMENT in every action that makes for the World,
Understanding National Reality What things has AIESEC Mexico done best and worst in the last years?
• Win Global Absolute Growth Leadership award ING Global Award
• Increase its number from 2010 to 2013 in a huge percentage, specially with iGCDP. X growth
• Posi;oning in the external market, increasing the internships and achiving a good relevance with the organiza;ons.
• Good image inside the network. Now Mexico is nown as a good compe;tor and Mexico in the network and it is seen a a good country to make an exchange.
POSITIONING
• Mo;va;on and good advance in organiza;onal culture.
• Good progess in leadership development programs,
Memebership
Internal and External Grow
th
THE BEST
@Mexico is showing a very good growth and it has been recognized on the network. But we need to focus all our strategies to achieve Sustainable Growth. The quality of the internships and the experiences can be beger. The Strategies are running but we need to improve our performance with it. Here I will men;on the main areas of opportuni;es. Something to clarify, Here I am going to speak about the internal customer and the external customer, all organiza;ons around the world have both kind of customer; The internal customer in this case will be all the AIESEC Membership and the external customers will be TN takers and EPs.
2. Trainee Service n all organiza;ons we will find external and internal issues. The external issues affect us, and we cannot have a direct solu;on for them, but we can have a preven;ve plan. The internal issues impact us directly as organiza;on and we can have strategies and ac;ons to solve them. Although we have presented migra;on issues with the trainees, we are not developing an accurate customer service with them. They are thinking that AIESEC´s lack of support with them on their experiences, it makes them incomfortable. Support it is not only going with them to get a house, it is to be in constant Communica;ons with them, measuring their experience in the company, in the country and with the LC. We need to have mee;ngs with them monthly.
4. Accurate sales: We are selling to the TN takers without analyzing the plamorm. We are telling to the customers and crea;ng expecta;ons that we can’t supply. Example: Juanito goes to PWC and tell to the customer, that he is going to bring him a Trainee with 4 lenguages, Especialist, from Kenya in three weeks.
3.Customer service: AIESEC is not having a constant Communica;ons with the external enviroment, as I told you before, it creates a wrong image of AIESEC. If we do not have constant Communica;ons with the external customers, we are not crea;ng links and confidence between both sides (AIESEC – TN Takers). This Communica;ons are included in the profesionalism of being account manager and LCVP, if we do not know what the customer is thinking about us, we won’t know if the TN taker is very sa;sfy and if they will be willing to have more internship with us. During the sale process, The expecta;ons and all the Ac;ons we make to carry on a sale, have to be clear with the customer. Customer service is an added value to the product, and the TN taker has to know how the migra;on processes are and what issues we can find toward the match and realize.
1. Membership: @Mexico has a good talent, a good planning strategy and growth, but its memebership is not exploring and developing all that the organiza;on can offer internally and ex te r n a l l y. T he l a c k o f c on s i s t en c y, professionalism and innova;on (specifically in the training and delivery processes), make that the implementa;on of the strategies became difficult. This, impacts the internal client (aiesecers) and external customers (EPs -‐ External sector). It shows a different image of what AIESEC is. We are not offering a serius and corpora;ve image with the external sector, this makes that the tn takers might think that AIESEC is not organized and does not have strong knowledge about the product and what they are really are.
Areas of Opportunities… Understanding National Reality
“I hope everyone that is reading this is having a really good day. And if you are not,
just know that every minute that passes you have an opportunity to change that”
Gillian Anderson.
Understanding National Reality What’s our main bottleneck to achieve relevance as a national association?
The main bottleneck is that we are capitalizing the external sector but we are not doing it in a intelligent and strategic way. @Mexico increased its numbers but is not making an accurate accountability management with the external sector (customer service), also @ is selling its products but it is not personalizing the products and creating packages for them, (When I speak about packages it means that we can offer 2 professional internships and as an added value we are going to give to the tn taker 1 development internship for free, for example). Also @Mexico is not creating sellers, it training people who tell to a customer the product. To become a seller you have to analyze the platform, the sector where you will capitalize and create a good proposal based on the enterprises needs.
Questions per function How can we double the number of iGIP realizations with our current partners? Regarding the bottlenecks and the areas of opportunities I mentioned before, here it’s my proposal to double our digits showing in the next process..
1. Sa;sfac;on poll
2. Iden;fy boglenecks and
GCP
3. Tracking process
4. Reraising ac;on.
LC to Trainee & TN Taker
MC to LC
Questions per function 1. Sa;sfac;on poll: We need to set up a mee;ng with every customer to evaluate their sa;sfac;on with AIESEC and see what they are wai;ng from AIESEC and also let them understand what we are wai;ng from them. We have to document every single mee;ngs, we have to upload the surveys in podio, and at the end of every mee;ng is mandatory to set up the date of the next one.
2. Iden;fy Boglenecks & GCPs We need see the main problem with the tn takers, and agack it from the bases, if the customer is very dissa;sfy with the experience because the trainee is not doing right things, we are going to speak with the trainee, give some feedback session, document the session in podio and evaluate again the next month with the trainne and with the tn taker. If the customer is very sa;sfy, we have to evaluate what we are doing well to keep with the ac;ons and replay them all into others accounts.
3. Tracking Plan. Every process to be successful needs to be tracked. We need to document everything that we speak formaly with the TN taker and the Trainee. A lot of tn takers and trainess change what they said, if we have it documented and we will no have problems from both sides. Also, we have to set up one mee;ng per month with the TN taker and the trainee. This mee;ngs will be mandatory, it is beger to evaluate the experience monthly, Why? Because if the tn taker or the trainee are not sa;sfy with something, we will solve the problema asap and it is not going to be a snow ball.
LC to TN Taker -‐ Trainee
We are going to track our accounts through podio, we are going to have a one2one mevng with each LCVP every two weeks in order to evaluate the accounts and set up ac;on plans that we are going to develop with the account the next month. Also we are going to document the mee;ngs and set up commitments and next steps.
MC to LC.
4. ReRaising Plan. If we follow the steps men;oned before, we are going to know if the customers are very sa;ssfy and all the needs of the Enterprise, these in order to create a new Package for them. From MC, My proposal is through podio,
create reminders for the LCs that adver;se them that its ;me to set up a mee;ng with the tn takers for the reraising process, If i know that the trainee is going to end the prac;c in 2 months, the account managers will start to create a new Package for them, base don their needs and crea;ng promo;ons. If the tn taker is a company that we know they have Money, we can offer them 2 trainees more and offer for free one development internship (the example men;oned before).
Questions per function How to Cut in half our current delivery time… To evaluate our current delivery ;me, we have to go back to the external and internal issues. As I men;oned before, we cannot avoid the external problems (as migra;on) but we can have a plan to prevent them. About the internal issues, we can clean the house and preparate ourselves to reduce all the delivery ;me from Raising to Match, Match to Realize and Realize to ReRaising. Here I’m going to show you step by step what we have to do to reduce our ;me in half. In this moment since Raising, @Mexico is taking arrount 3 months and a half (even more) to realize an iGIP form. Internally, It happens because we do not study previously the plamorm, we don’t know what the companies are looking for, and at the moment of the sale, we just speak about internships but do not sale.
Here in this link you can take a look to our current delivery ;me :hgp://www.myaiesec.net/exchange/goalsperen;tyreport.do?opera;on=getReportData
Step 1: Preparate and Study our Market
In every sale of anyproduct we have to understand first: the customer needs and then the economic sector where we are going to sell. We need to be intelligent from the begining and we need to realize where AIESEC can capitalize. With MKTN area we have to make market studies per LC and create different packages for each economic sector. We can pull out the informa;on from INEGI (www.inegi.org.mx), there we will find sta;cs and trends per state and economic sector in Mexico. If we know the market, its trends and its needs, we can agack it, crea;ning needs or supplying them with our products. For example, if I know that the company ABC is in the metallurgical sector and they are expor;ng to Colombia, guess what we are going to offer.. :D
If we understand what the company where we have the mee;ng does, it is easier to close the sale. Remember that it is important to have different proposals for them, We are sellers and sellers are not speakers of a product. WE HAVE TO TELL TO THEM FROM THE BEGINING THE TIME THAT TAKES US FIND A TRAINEE WITH THE PROFILE THAT THEY ARE LOOKING FOR, also it is very important TO BE CLEAR ABOUT THE MIGRATION PROCESS and what kind of problems we can have toward the process as well. Also it is very important to play with the ;mes, if i know that I can bring the trainee in 4 weeks, it’s beger if I say to the customer that the trainee is going to be there from 4 to 6 weeks. If the TN TAKER knows that from the beginning, we are not going to have angry customers when we present an issue. IMPORTANT: if you are only the account manager, you have to track the matching process. DO IT!.
Step 2: Be a good seller & Play with the ;mes
Step 3: If something happens: Communicate with them.
Remember that based on the TN TAKER FLOW, our delivery starts when I upload the JQ form. To be successful on this step, the secret is communica;on and give added value. Remember: We have to train our people in account management. We have to keep a good communica;on with the TN Taker and always tell them what’s going on with the process. If we don’t find enough profiles on the plamorm, also we have to tell them that, it is not because we don’t have profiles, it is becasue if we do that, the TN taker will know that we are working hard to bring the person as soon as possible. When we have a match, we have also to tell to the TN Taker and the trainee the process and how it is going. From my experience as a trainee, there’s nothing worse than e-‐mail to the LC asking about my visa process and never recieve an answer, Remember we are giving value experiences and those ligle details can make the difference.
When the trainee arrives, we have to present him formally to the TN Taker, in that mee;ng, we have to set up expecta;ons from the three parts. In this mee;ng you as a representa;ve, have to let them know that we are going to have one sa;sfac;on evalua;on per month, these in order to evaluate if the expecta;ons are being achieved. Remember to document the mee;ng in podio and put next steps
Step 4: Expecta;on and next steps.
TN takers & Trainees
Analyze the markets and
the plamorm
Lack of communica;on with tn takers and trainees during the process
Lack of tracking to the match process
and the migra;on process
Lack of account
manament (post-‐sale)
Lack of Customer service
sa;sfac;on polls.
Questions per function Biggest Mistakes and plan to increse our NPS.
@Mexico has strategies running out to agack these areas of opportunitnes that I men;on here, but we have to understand since the membership that just join to the organzia;on the importance of the comunica;on with the tn takers and the trainees. A lot of these problems are because we don’t make things that we promiss or we take longer to make a task because i have study, i have to chill out with my friends, etc. (this mistakes are already explained on the ques;ons above).
To increase our NPS score,, first we have to be clear with the meaning of “customer service”
Customer service is the ability of an organiza;on to constantly and consistenly exceed the customer’s expecta;ons.
If we want to speak about customer service and increase our score, we need to create a culture of customer service, to understand the importance and evaluate the boglenecks as I did it in this applica;on, Also we need to have a constant training in customer service to all AIESEC membership (it includes MC an EBs) to be always updated, in order to always give to our customer an added value.
1 2 3 4 5 6 7 8 9 10
Dissa;sfy Neutral Sa;sfy
The best way to evaluate the sa;sfac;on is ussing numbers, it will be great ot have a customer service system, where I can know the sa;sfac;on score per TN Taker and Trainee, Also a system where the LCVPs, LCPs and MC can measure the sa;sfac;on score per LC.
To measure this, we need to have indicators: My proposal is to have measurement of 1 – 10, From 1 to 6 the customer is dissa;sfy, 7 to 8 Neutral and 9 – 10 very sa;sfy.
If we get a dissa;sfy we have to make inmediaty the feedback, it doesn’t mager if the score is 6 or 5, if the customer scored that, it is because he is dissa;sfy and we need to do something to raise our score up. You will be success if your LC’s overal score is over 80%. Why 80% and not 100%? Because we must be realís;c and all the people will never be totally sa;sfy every ;me. While we implement the system and we create a culture of use, we will be moving our goal up. A lot of companies has as a sa;sfac;on goal of 90%. We can develop the program with Informa;on System Area and the polls with Marke;ng and Communica;on Area.