Jesus Diaz - Head of Operations, Planet of the Vapes

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Work Background

PlanetoftheVapes.comDirector Of Operations

Sep. 2018Costa Rica

ITS InfoComCountry Operations Director

Mar. 2017 - Jan. 2018Costa RicaDirecting regional operations for three contact centers composed off 750+ employees. Providing outstanding customer service, sales, collections, order processing, back-office, and other services through multiple channels of communication, in the 3 centers. Duties included: meeting & exceeding the different KPI’s and goals, staff recruiting, performance reviews, establishing and managing budget, overseeing staff training, analyzing and editing client contracts, and presenting P&L reporting to board of directors, amongst other responsibilities. • Strategic planning and execution of all Call Center operations • Improved Gross Margins in over 5 marginal points by optimizing efficiencies within the different operations. (Up to 15 marginal points in 1 of the centers) • Design and implementation of employee development program. This resulted in the creation of career paths for current employees. • Management and leadership of processes for the continuous improvement of the customer experience • Pre-sales: Review and approve of any new projects or proposals from new or existing clients. • Re-defined and established internal and external operational procedures to improve efficiencies and resources used.

UberSenior Community Operations Manager

Mar. 2016 - Sep. 2016Costa RicaActed as country lead during the launch of the Center of Excellence in the country, which provided support for the entire Latin America region. Established roles and responsibility platforms that clearly defined tasks and improved overall organization and productivity. Analyzed the various task and operations that took place within the COE, and built continuous improvement plans and strategic action plans to better service our clients and partners. • Initiated operations with 15 agents and strategically grew the operation to 270. Actively participated in the selection process of the management team. • Developed and implemented Center of Excellence’s operational procedures for the various projects. • Worked with the different vendors during the initial launch of the COE, which allowed for the implementation to take place on time and below budget. • Implemented and monitored different operational strategies, analyzed results, and implemented improvements in order to increase efficiencies. • Established and ensured KPI compliance for the different markets and Lines of Business. • Continuously analyzed Big Data to provided strategic planning and improvements to the different countries, generating an increment in usage/sales. (Strong Business Analytics)

TeleperformanceAccount Manager

Apr. 2015 - Feb. 2016Costa Rica• Managed a team composed of Operation Managers, Senior Supervisors, Quality and Training Coordinators and Specialists. • Helped the account grow by 281% in less than 6 months • Doubled account revenue by attracting new business from client. • Primary point of contact between clients and the company and was responsible for negotiating different initiatives or changes with them. • Implemented various initiatives to improve KPIs and other metrics. • Designed, created, and implemented scorecard which incorporated individual agent’s performance and ranked them based on such. • Set short and long term goals and provided direction and guidance to the team.

Dolby LaboratoriesCustomer Care Manager

Nov. 2014 - Apr. 2015• Point of contact between clients and the company and was responsible for negotiating different initiatives or changes with them. • Managed and consolidated team results across different vendors • Recruiting and managing staff, including performance monitoring, and mentoring and training. • Assisted in program launch and management. Established goals and milestones for Dolby’s Customer Care program. • Managed the contractor to the responsibilities outlined in the Statements of Work and any additional amendments that may be subscribed between Dolby and the Contractors. • Responsible for authoring and negotiating contract documents, including service level exhibits, statements of work, and examples. • Understand the interrelationship of processes, technologies, and people create results; and how to create mutually beneficial opportunities for Dolby and the vendors using this information. • Build a strategic relationship with contractors and any other vendors. • Took place in all documentation, planning, and creation of Customer Care User Acceptance test.

Client Services IncorporatedDirector of Client Services

Feb. 2014 - Nov. 2014Costa Rica• Responsible for managing all operations within Costa Rica. This includes accomplishing objectives by establishing plans, budgets, and results measurements; allocating resources; reviewing progress. • Recruiting and managing staff, including performance monitoring, and mentoring and training. This includes leading a team of managers from different areas. • Establishing site (country) policies for day to day operations. Such as: petty cash, recruiting, disciplinary actions, terminations…etc. • Build company image by collaborating with customers, government, community organizations, and employees; enforcing ethical business practices. • Analyze reports and documents in order to propose strategies as needed to assist the organization in determining and meeting its short and long term goals. • Maintaining professional knowledge and continuously updating myself by reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. Established and maintained a strong relationship with CINDE and other organizations. • Accountable for controlling contained budget across various accounts and other areas. This included monthly, quarterly, and annual budgets for the entire site. Developed annual operating budget as well as all project budgets and oversaw them. • Responsible for maintaining an effective communication channel with various clients, headquarters, and any local contacts. • Responsible for developing and implementing incentive and compensation structures for all staff. • Created and maintained relationship with different vendors. Established company vendor selection process.

TeleperformanceAccount Manager

Nov. 2012 - Feb. 2014Santa Ana, Costa Rica• Managed a team composed of Operation Managers, Senior Supervisors, Quality and Training Coordinators and Specialists. • Primary point of contact between clients and the company and was responsible for negotiating different initiatives or changes with them. • Accountable for designing SLA’s and achieving operational commitments while increasing the level of services we provide to business partners. • Set short and long term goals and provided direction and guidance to the team. • Responsible for generating monthly billing information for various accounts depending on terms agreed upon contract with the clients. • Maintained a monthly profit margin of 40% or more.  When assigned new account raised profit margin from 26% to 45% • Accountable for controlling contained budget across various accounts. • Support recruiting and on boarding of new team members and develop talent of the team.. • Responsible for developing and implementing incentive and compensation structures for all account staff. • Responsible for development and management of budget forecasts, volume projections, workload distributions, and determining future projected FTE hiring needs. • Managed outbound and inbound programs for various types of clients ranging from pharmaceutical to telephone orders.

TeleperformanceFloor/Operations Manager

Jan. 2010 - Mar. 2012Costa Rica• Managed a team of 7+ supervisors • Provide coaching and guidance to my team of supervisors. • Delivery of all operational metrics including the Service Level Agreement and other Key Performance Indicators. • Prepared a weekly and monthly plan to ensure efficiency of the team. • Conducted regular meetings with my team of supervisors. • Interacted with client and other point of contacts to solve any issues or fulfill any requests. • Measured and track each team’s performance with the use of various reporting tools. • Responsible for scheduling and staffing the correct amount of agents to cover the operation’s necessities. • Responsible for the successful startup of different programs. • Responsible for designing and presenting Corrective Action Plans when operational commitments were not met.

Western UnionSupervisor

Apr. 2009 - Jan. 2010• Supervised a group of 15+ customer service agents. • Provided coaching and guidance to the team. • Responsible for achievement of all operational metrics. • Resolve client satisfaction issues/escalations using the resources, tools and systems available. • Completed performance reviews for all agents. • Conducted meetings with all other support areas to determine action plans for the team. • Conducted regular meetings with my agents • Assisted in creating many of the procedures currently being used in operations within the company.

HP Enterprise ServicesMentor/Back up Supervisor

Oct. 2005 - Apr. 2009• Provided the second level of support for technical support with high end storage and server systems. • Was responsible for coaching and mentoring 14+ agents • Assisted the agents in resolving issues or concerns that were beyond their knowledge or capabilities • Assisted with the hiring of new staff by supporting the recruiting team. (Interview/ Select candidates for open positions) • Designed and conducted multiple trainings. • Availability had to 24/7 in order to handle any escalated or complicated issues that might arise. • Responsible for migrating various programs from other centers to our local operation.