Eduardo Solano Florez

Bogotá Colombia | LinkedIn | +57 300 278 4459 | elsolanoflorez@gmail.com

Project & Product manager with 8+ years of experience focused on digital solutions and operations.
experience working with teams in LatAm, United States and Asia.

SKILLS
● Customer Success, Product Development, A/B Testing, Project Management and Data Analytics.
● Snowflake, Python, SQL and Tableau.

WORK EXPERIENCE

Shopee - Bogotá, Colombia

Senior Project Manager | Senior Associate, Operations
Apr 2022 - Sep 2022
● Launch the Global Refunds & Returns Flow for Colombia. 1st LatAm market implemented
● Localize global Refunds processes & Returns strategies (logistics, size swap, wrong item & damaged parcel)
● Develop projects & strategies to improve customer experience (CSAT) and reduce costs (- 354,670 USD)
● Implement UI & UX improvements to the RR page (PC/App) working closely with Product and Operations
(Regional and Local teams)
● Lead new features development, test and implementation for the Customer Success (CS) and RR pages
(PC/App) - 27 overall
● Revamp payments strategy for offline refunds, reducing in 30pp the number of failed transactions by
introducing a new bank account verification feature
● Develop a communication strategy (Push Notifications, Email & WhatsApp) to inform customers about the
statuses of their cases, reduce Contact Ratio and ReRaise
● Lead Colombia’s projects framework and reporting strategy for CS and RR, working closely with CS/RR
data and projects team

SmartHop- Bogotá, Colombia

Product Analytics
Jul 2021–Apr 2022
● Lead SmartHop product analytics strategy (tech adherence, customer interactions and product fit)
● Develop an ETL model to guarantee the correct data and KPI visualization (Snowflake & Tableau)
● Develop Product KPI´s visualizations
● Generated timely insights about SmartHop digital adoption
● Support operational divisions to monitor reps performance

ENEL Colombia- Bogotá, Colombia

I&N Professional | Product Operations Specialist
Mar 2018 – Jul 2021
● Define goals and strategies for operational commercial teams
● Develop operational strategies to ensure billing collection goals
● Structure KPIs and monitoring strategies
I&N Professional | Project Manager
Dec 2014 - Mar 2018
● Develop projects and strategies to ensure operational optimization and monetary reductions (US$ 0,5M).
● Establish partnerships with governmental sponsors to ensure projects’ funding

EDUCATION
Universidad Externado de Colombia - Bogotá Universidad del Norte - Barranquilla
Masters Degree in Business Innovation - Dec 2022 Degree in Engineering - Ago 2014