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Network Power<100 people
Roles
🧑‍💼100%
C-level Executive
🔥50%
Startup Founder
💸50%
Marketing
Geos
🇲🇽50%
Mexico
🇨🇦25%
Canada
Work Background
Customer Engagement & Services Manager
FiservCustomer Engagement & Services Manager
Mar. 2022Mexico CityResponsible for transforming the customer journey for merchant Services, leading all Servicing areas for Fiserv México which includes Delivery Installations, Maintenances, Supplies, Boarding process, Customer Services , Tech Support L1 & L2, Operation Support for Sales and Leading Portafolio Global Projects
Operation Manager Servicing
Wansoft POSOperation Manager Servicing
Feb. 2020 - Feb. 2022Área metropolitana de Ciudad de MéxicoResponsable del área de servicios y operaciones, teniendo a mi cargo el área de Soporte 24/7, Servicio a clientes y Backoffice con un enfoque en fortalecer la experiencia del cliente Wansoft.
Director de Transformación de Operaciones
NodoCXDirector de Transformación de Operaciones
Apr. 2018 - Sep. 2019México
Partner & Sr. Project Manager
NTB Service AdvocatesPartner & Sr. Project Manager
Mar. 2016 - Mar. 2018Responsible to deliver Customer Experience strategies.
Senior Project Manager IT Finance & Collections
AvonSenior Project Manager IT Finance & Collections
Mar. 2015 - Feb. 2016Ciudad de México y alrededores, MéxicoResponsible to provide production support for Accountinf, Financial Platform, Collections and Open Systems Platforms. Portfolio Manager for Collection, Financials, Accounting and Open Systems projects.
Project Manager Process Improvement @AIG Seguros
AIGProject Manager Process Improvement @AIG Seguros
Sep. 2014 - Feb. 2015Ciudad de México y alrededores, MéxicoResponsible to delivery AIG insurance regional project for Travel Assistance products.
New Business Development Lead - Insurance
American Express / Seguros PaybackNew Business Development Lead - Insurance
Feb. 2012 - Dec. 2013Ciudad de México y alrededores, MéxicoResponsible for transforming the customer experience cycle to enhance consumer touch-points and create new revenues, including identification of customer trends, sourcing of technology solutions and implementation of required operations and platforms. Awarded the 2012 Global President´s Excellence International Award in New York City. Key accomplishments: Launched a digital acquisition model for Payback Insurance to accelerate sales through an integrated online and call center platform
Customer Experience Coordinator Insurance
American Express / Seguros PaybackCustomer Experience Coordinator Insurance
Apr. 2010 - Jan. 2012Ciudad de México y alrededores, MéxicoResponsible managing and optimizing vendor relationships across the portfolio of 3rd Services unit. Project management for new product development and operational redesign initiatives, as well as business strategy definition for information security and call center platforms.. Key accomplishments: - Coordinated and fully implemented Index project to increase our Premiums billings based on the annual inflation (INPC) generating additionalrevenue per year. - I implemented multiple initiatives to improve billing process to reduce the rejection rate from 9% to 2%,
Project Manager
American Express MéxicoProject Manager
Jan. 2006 - Mar. 2010Ciudad de México y alrededores, MéxicoManagement of the voice response project portfolio for the Consumer and Corporate Cards products. Responsible for end to end delivery of projects through the coordination of cross-functional global teams. In charge of planning and resource allocation, project prioritization, tracking, control and senior leadership alignment. Appointed as regional lead within the Global Voice Governance Team. Key accomplishments: • Migrated multiple call centers across Latin America to create the first pan-regional operation for the Company. • Delivered over 60 voice system implementations, including Voice Response redesigns, call routing strategies, desktop-voice integration, and strategic call recording and out-dialing capabilities.
Project Analyst and BA Business Engineering
American ExpressProject Analyst and BA Business Engineering
Jan. 2003 - Dec. 2006Project Analyst Operation support to implement Tech project to mitigate impacts in our processes Process improvement projects Impact and risk assessment, process mapping, financial analysis (CBA / MIS analysis).
Workforce planning
American ExpressWorkforce planning
Oct. 2000 - Mar. 2003-Creation of call volume forecasts and FTE requirements for 300 call center analyst -Floor Control accross more that 10 different units -Resource allocation according to agent skills and forecasts to ensure service levels for an operation with 15,000 call per day -Budget alignment -I deployed on TSC all of the WFM tools (TCS, Real time, Centre Vu) that were administrated by Business Engineering. -Implement different initiative that got the SLA´s goals like Occupancy, Availability, SL , Abandon Rate, etc…
Customer Service Representative
American ExpressCustomer Service Representative
Sep. 1997 - Sep. 2000Customer Services Analyze case Open disputes Financial Adjusments
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