Focus on Intelligent Automation for front and back office customer processes by leveraging Robotic Process Automation and CX technologiesProgram management of automation delivery including production robots, automation pilots and POC projectsAdvisory for all stages of the process automation journey, including prioritization, end-to-end customer journey optimization, process automation assessments and RPA tool evaluation

Business Development for North America with a special focus on Telecommunications, Media, and Entertainment.BPO solution design for Customer Experience solutions across verticals.Process Automation consulting for Customer Experience and Back-office client operations, leveraging industry leading Intelligent Process Automation and Conversational BOT technology.

Responsible for all aspects of Customer Service delivery in the North America region. Implementation and management of multichannel customer service & technical support operations that provide service to end users across the Americas and Europe in 5 languages.Operational leadership and transition support during the deployment of new delivery centers and customer accounts in Mexico and Russia.Primary contributor as SME for all Customer Service / Contact Center solution design and proposals for business development efforts in North America as well as key global accounts.

Global and regional outsourced and in-house Contact Center solution designRegional Contact Center solution implementation/transitionRegional Contact Center operations management

Global and regional outsourced and in-house Contact Center solution designRegional Contact Center solution implementation/transitionRegional Contact Center operations management

Responsible for managing all Telemarketing efforts, as well as customer retention programs and orders provisioning (PIC/Care). Main duties include but are not limited to ensuring the fulfillment of service level agreements with outsourced Call Center vendors, managing the relationship with the TPV vendor, overseeing quality and productivity for all operations, planning and meeting sales and financial targets, creating and maintaining IVR Call Flows as well as designing and implementing new selling strategies and campaigns.

Participated in the design and implementation and directly managed IT shop for Verizon Enterprise Solutions Group, providing enterprise web application development and QA (J2EE), FLS Help Desk for Internal and External Web Portal users and Back Office Activities. Main duties included but were not limited to managing development and QA projects, meeting and exceeding customer & end user satisfaction levels, ensuring the fulfillment of Service Level Agreements, manage resources accordingly while meeting project timelines and maintain operational quality and productivity levels.