D************************i
Información del candidato
Self motivated, diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive, confidential records.
Flexible and versatile, able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences.
Thrive in deadline-driven environments. Strategic problem solver, process builder/manager; able to identify root cause, prioritize, structure efficient, mappable and scalable solutions.
Analytical and data driven. Mission oriented. Excellent team-building skills and team player. Customer focused. C-Sat champion.
Educación
Study of the "new science", exploration of the concepts in the modern business management by Pablo Lopez Lecce – Degree in Management from the University of Lleida and Switzerland, master’s in business administration and Economics (IDE / UCC) Former vice president of Kellog, Coca-Cola and Massera Group
Seminar on leadership position, the impact on the various working groups and the actual organization models by Jorge Fernandez Belda -Degree in Public Relations (UK) Certificate Professional in Strategic Management (Northern Illinois Univ., CH, USA)
Experiencia laboral
Responsible of tactical, strategic, commercial and operative management & deliver, being the main interface between clients on portfolio and company. Sales & Solutions Director. Pricing deals base on solutions on worldwide locations (LATAN, EMEA & Asia). Annual budget: U$D 34.7 million worldwide. Quarterly P&L and stakeholder’s reports. 8 assigned clients from a wide variety of industries and geos. • Portfolio: - On-line investment, NFT and crypto-market / e-commerce / on-line gaming & e-entertainment / on-line search and services / computer retailers / social apps & media / medical care / cruises • Geos: - Brazil / Costa Rica / Korea / India / Canada / Bulgaria Fully W@H process (hiring, onboarding, training, nesting, production, monitoring, coaching, mentoring and continuous improvement) to agents and leaders (all levels) on each org chart under my responsibility.
Responsible of tactical, strategic, commercial, and operative management & deliver, being the main interface between assigned client and company. Annual of a budget: U$D 10.7 million. Monthly GM & P&L reports Site Director. Main interface among operations, support areas, suppliers, contractors, and employees. Biannual E-Sat and C-Sat surveys. Exclusive leader on service provided to www.mercadolibre.com within the Brazilian market. W@H change applied in 2 weeks’ period moving 100% of operation (and support areas). Business continuity granted adding ramp-up curve increase, since market share of client. Responsible for monitoring and achievement of KPIs - focused on customer experience and success. In charge of the LOBs: • Mercado Pago (voice / chat / e-mail) • Mercado Envios (voice / chat / e-mail) • E-Commerce (chat / website / e-mail) • Mediadores - Product Not Received & Product Different or Defective (e-mail) Delivering complete business cycle: pre-sales, sales (sellers and buyers), shipping and handling, post-sales and claims management. Seeking to generate a unique experience for each interaction. Org chart on charge: 12 Ops Managers, 5 Coordinators, 110 supervisors, 1450 Agents, 4 TNR & QA Managers, 2 TRN & QA Coordinators, 14 QA Analysts and 16 trainers.
Responsible of strategic, commercial, and operative management and deliver, being the main interface between clients on portfolio and company. Annual budget: U$D 7.5 million. Monthly and quarterly GM, P&L and stakeholder’s reports. 7 assigned clients from a wide variety of industries (e-banking and financial services, retail, digital marketing, energy and e-education) Org chart on charge: 7 Sr Managers, 14 Ops Managers with more than 25 supervisors, 15 quality analysts, 6 trainers and 6 Backoffice’s analyst in charge of +600 operators.
Leader and responsible for a team of 65 Advertising Executives, 10 Reception Desk Reps, 4 Market Analysts, 2 Scrubbers, 1 Level II Sup, 5 Sups, 3 QA Analyst, 2 Backoffices and 2 Trainers. ETO SpLATam - InBound, OutBound & Agencies - Responsible of the achievement of the sales and revenue goals - Development of action plans to achieve local and corporate goals Scrubbing Team - In charge of scrubbing leads, data enrichment and assigning opportunities to our Sales Department G-Desk Team - Inbound call reception, analysis of the customer and business opportunity, verifying basic information and assigning the business opportunity to the Sales Department. Including real time transfers and Leads creation. PreSales Team - Scrubbing, mapping and enrichment of Leads - Cold calling, setting on-line meetings (via phone, e-mail or video conference) and coordination of in-site interviews for Google Colombia, Argentina and Chile’s sales team Partners Team SpLATam - Dedicated to A and B Agencies in SpLatam’s scope Partners Team Colombia - Dedicated exclusively to A and B Agencies from our market in Colombia Mexico, Argentina, Colombia, Chile and Peruvian dedicated PODs - Dedicated exclusively to on-line Agencies - Working together with the local on-site Sales Team - Business trips to each location. - Daily scheduling of agenda together with the local on-site reps from Google's offices over A and B Agencies Portfolio NBS SpLATAM Trainer - Itinerant Trainer - Trainings dictated in Argentina, Chile, Peru, Ecuador, Colombia and Brazil - 2015 General evaluation: 9.5 UMM SpLaTAM- InBound & OutBound - PostSales Team - Dedicated to optimization and up-sale over existing accounts - Customer loyalty and retention program
- Daily duties dedicated to the management of multiple accounts. Multinational as well as local companies with worldwide representation. - Development of specific actions to achieve local, corporative and client goals - Responsible for the generation of material, selection of trainers and also delivering of training and coaching dedicated to the inclusion of new knowledge, continuous improvement of resources and work excellence - In charge of the action plans to achieve contractual metrics combined with local and corporate objectives. Primary aimed towards the correct and accurate technical solution, adding efforts on exceeding customer’s satisfaction. - Daily and direct contact with the client representing the company. - Leader and responsible for a team of 4 supervisors, 50 technicians, 2 Backoffice and 3 QA Specialist
- Tasks carried out in different projects and clients, both American and European. - Development of action plans to achieve contractual client metrics, corporate and local objectives. Specially dedicated to achieving final customer satisfaction levels and proper technical solution. - Analysis, search for objectives and generation of actions to correct, maintain or reaffirm goals. - Management of monthly budget and follow up of monthly and quarterly current estimate - Setting of goals for agents, supervisors, trainers and C-Sat specs variable pay. - Leader and responsible for a team of 2 supervisors Lv. II, 14 supervisors, 350 front line agents, 3 backoffice, 6 specialists in customer satisfaction and 4 trainers. - Fully representation of the company with the corporate clients via emails and conference calls. As well as during their regular visits to our country.
- Daily / weekly / monthly monitoring of front-line agents and their impact on local, corporate and client KPIs. - Quality audit of service provided. - Planning, development and delivery of corrective actions needed to achieve goals set by management - Daily dedicated to encourage and recognize performance improvements gained by personnel in charge - Call scripts creation and performance reports. - Development of technical, customer service, call management, handling objections, phone superior quality & up-sales trainings. - Front line agents’ assistance and Sup-Calls handling. - Weekly Calls Calibration with the client to discuss key points for maintaining and improving service level.
