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Work Background
KonectaRegional Director of Operations
Aug. 2008 - Jan. 2025MéxicoIncrease business volume up to 200% in Telecommunications and Insurance accounts, expanding the business to Brazil, Peru, Chile and Argentina. Automation of credit processes, reducing card issuance times from 30 to 3 days. Account management in Guatemala and El Salvador, improving annual EBITDA. Creation of customer service strategies ("Wow Effect"), improving NPS by 30% and implementation of video calling solutions with 250 kiosks nationwide that served more than 15,000 customers monthly. Design of strategies for employee satisfaction (achieving Great Place to Work certification) and sales, reaching a historical record volume of 150,000 annual insurance policies. Lead the obtaining of ISO 9001 certifications, development of business continuity programs and supervision of more than 2,800 employees.
SitelCUSTOMER SERVICE MANAGER
Feb. 2003 - Jul. 2008MéxicoPrepare the environment for new projects, coordinating different areas for their implementation, monitoring results and cost-benefit studies. Develop and implement new strategies to make project operations more efficient and increase profitability. Provide consulting services to the client and prepare commercial proposals. Develop tactics and action plans to optimize the execution of operations in projects, increasing gross margin and EBITDA. Develop, introduce and launch SITEL Mexico products and/or services. Present alternatives for growth and consolidation of products to clients to achieve objectives. Analyze reports and implement strategies to monitor and achieve objectives, reaching 98% of projected income and 95% of EBITDA.
Sitel GroupREGIONAL OPERATIONS MANAGER
Aug. 2000 - Jan. 2003Huston, TexasImplement a Business Center in Houston, Texas to provide customer service to users from Central America, the Caribbean, Ecuador and Venezuela for a client in the Technology sector. Create an interdisciplinary and multicultural team to manage B2C and B2B interactions, achieving 20% growth in sales through the segmentation of work teams according to the different client verticals. This role involved comprehensive customer experience management, including monitoring service quality, resolving issues, and implementing strategies to improve customer satisfaction.
Sitel GroupREGIONAL OPERATIONS MANAGER
Oct. 1997 - Jul. 2000BrasilImplement an approved business model for a client in the Technology sector in three countries: Brazil, Colombia and Chile. Participate in the opening of a new site in Sao Paulo, Brazil with 80 jobs. Coordinate the hiring and training efforts of more than 150 people, with a focus on developing customer service, effective communication, and problem-solving skills.
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