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1. PROJECT MANAGER / OFFICE MANAGER / GENERAL MANAGER
2. SUMMARY:
3. A successful career with more than 20-year experience in project management, supporting international organizations in
4. administration, operations, management, logistics, freight forwarding, exports, customs, purchasing, compliance, team
5. coordination, reengineering and customer service. Decision maker based on facts and data analysis, results-oriented in
6. management, leadership, incorporation, development and motivation of high-performance teams, within different industries:
7. construction, transportation, insurance, telecommunications. Led a team of 20 agents which increased VOC an average of 9%
8. per agent, which resulted in this team remaining in the top 15 site level. Outstanding effectiveness in improving the productivity
9. of teams and start-up companies; reduced losses up to 41%, in the construction industry as well, increasing the results of the
10. quality evaluation from 83% to 95% with the AON team, supported to improve the ASA up to 8%, this includes the
11. improvement of the quality evaluations from 89% to 97%. Very committed, great ability to negotiate with suppliers, passionate,
12. proactive, decisive, analytical, flexible and adaptable to change, active listener, used to lead and working in teams.
13. Demonstrated ability to manage salesforce InContact, SAP and CONCUR.
14. PROFESSIONAL EXPERIENCE:
15. HONEYWELL. Mexico City. 2021 – 2023.
16. (Global manufacturer of security and automation for residential and commercial applications, 10,000+ employees)
17. ➢ EXPERT CUSTOMER PROGRAM MANAGEMENT PROFESSIONAL SME. Accountable to the manager.
18. ● Outstanding participation in the Contact Center projects for the implementation of the Global Design Model,
19. which standardizes CC technologies across all Honeywell (Omni-channel interactions, Surveys, Quality, and Self-
20. service initiatives). Optimized the platform, which includes internal data, reports, dashboards, process flows,
21. ensured stakeholders needs/expectations were met.
22. KEY ACOMPLISHMENT:
23. ✓ Led the continued improved quality services, to increase 92 to 97 % VOC, within one year by creating
24. training sessions for users, of all levels of Contact Center experience.
25. ✓ The VOE was improved from 87% to 96% within 1 year.
26. ✓ Executed several quality assurance tests for new releases and Honeywell enhancements, that resulted in a
27. successful deployment of the gamification project.
28. AON, Mexico City. 2020 – 2021.
29. (Risk management, retirement, health insurance company, 10,000+ employees).
30. ➢ CONTACT CENTER COORDINATOR. In charge of operation with a team of 8 direct reports. Accountable
31. to the Sr. Operations Manager.
32. ● Designed, implemented and supervised the contact center performance, customer experience, quality,
33. compliance, integrity and plan for success, as well as, attaining team metrics, according to company goals
34. calibration, monitoring real time interactions, KPI´s and ensured the CC followed customers policies and
35. procedures. Coached, developed agent skills and performance, led follow ups, attainment of compliance audits,
36. design agent continuous improvement plan and internal communication.
37. KEY ACOMPLISHMENT:
38. ✓ My team improved ASA metric, up to 8% from 89% to 97% during my coordination.
39. ✓ Quality team gave a special mention to the team since all agents improved performance by 7%, during my
40. management.

AT&T, Mexico City. 2017 – 2020.

(Telecommunication and entertainment company, 10,000+ employees)

➢ LOYALTY MANAGER. Accountable to the area manager.

● Managed the loyalty strategy, ensured every call followed our culture call flow and ensured it was an outstanding

customer experience, negative surveys were addressed same day which decreased number of detractors and

developed skills in each team member.