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Work Background
IntouchCXSenior Director of Operations
Jun. 2023Guatemala and Honduras
IntouchCXDirector Of Operations
Jul. 2019 - Aug. 2023Tegucigalpa, Francisco Morazán, Honduras- KPI management
- Ramping and recruitment strategies for mass hiring
- Lead projects for better resource utilization
- Portfolio attrition reduction plans
- Team development program
AtentoSr. Account Manager
Feb. 2016 - Jan. 2018Guatemala- Business development and contract management/execution
- Contract renewals and upsells
- KPI Management
- Cost efficient strategies development
- Financial analysis for project management
- P&L analysis
24-7 IntouchSr. Operations Manager
Jun. 2014 - Jan. 2016Guatemala- Schedule Planning
- P&L Analysis
- Budget planning
- KPI management
- Operational strategies for temporary ramps
- Present weekly, monthly and yearly business reviews
Intersource S.A.General Manager
Jun. 2012GuatemalaIntersource is a Consulting company, focused on developing and mapping processes for Contact Center logistics and operations.
Grupo la Semilla, S.A.Director Regional
Feb. 2011 - Jun. 2014Guatemala- Marketing strategies focused on Social Media for local markets, to expand star products in the Region. - Marketing driven budget generation - Vendor review and management, with focus in product positioning - New products allocation - Market segmentation for all products - Expansion strategies
TELUS International Central AmericaGlobal Workforce Manager
Nov. 2009 - Jan. 2011Guatemala-Heading the Regional Workforce Management for TELUS International in Guatemala and El Salvador.
-Responsible for Workforce Management for both Guatemala and El Salvador, and managing KPIs to be on target, including Customer Service metrics, as well as financials.
TELUS International Central AmericaSr. Workforce Manager
Nov. 2009 - Feb. 2011Guatemala-Heading the Regional Workforce Management for TELUS International in Guatemala and El Salvador. -Responsible for Workforce Management for both Guatemala and El Salvador, and managing KPIs to be on target, including Customer Service metrics, as well as financials.
TELUS International Central AmericaHead of Program, Data Entry and Customer Service
Aug. 2007 - Nov. 2009GuatemalaIn charge of a group of 110 people, data entry and customer service based programs, focused on Telco, Prepaid cards and Rebates. Managed the training, quality, knowledge management and operational improvement teams that gave support to all programs. Focus on service excellence, business process improvement, performance measurement and change management.
TELUS International Central AmericaProgram Manager
Apr. 2007 - Nov. 2009GuatemalaIn charge of a group of 110 people in a customer service based program, focused on Telco and Energy Services. Managed the training, quality, knowledge management and operational improvement teams that gave support to all programs. Focus on service excellence, business process improvement, performance measurement and change management.
TELUS International Central AmericaShift Manager, Data Entry and Customer Service
May. 2005 - Mar. 2007GuatemalaOversaw gathering a team of 125 voice advocates and 100 Data Entry operators. Aligned staff resources with workflow requirements; provided teams with up-to-date operational information in a highly dynamic environment. Implemented plans to optimize staff training in support of organizational goals for local initiatives.
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Guatemala
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