Diego Campos Email & Phone Number

Barcelona, Catalonia, Spain

Accomplished Delivery Partner Manager at Microsoft and former Operations Manager at HP Inc., specializing in Supplier Relationship, Contract Management, Compliance and Negotiation. Expert in driving Operational Excellence and Run Management. Skilled in analytical decision-making and conflict resolution, adept at fostering strong partnerships, executing innovative solutions and commitment to excellence and strategic growth.•Supplier Management: Act as the primary contact and manage business relationships with highly complex, large, or high financial impact suppliers.•Collaborate with Executive-level stakeholders to align expectations around business strategy, growth, or expansion to plan for resource needs.•Resolve highly complex suppliers or escalated suppliers operational, performance, or strategic issues identified by business delivery organizations.•Contract Management: Support formal negotiation of contracts, pricing negotiation and analysis.•Conduct ongoing contractual reviews regarding invoicing, billing, amendments, changes or performance.•Manage contracts and ensure suppliers compliance with policies and operating procedures.•Performance Management: Interpret scorecard reports to monitor supplier performance.•Identify patterns across suppliers or business areas and create long-term or strategic financial decisions.•Internal Collaboration: Collaborate with internal stakeholders to create outsourcing strategy.•Develop and deliver communications and reports, QBR summaries or pre-readings to executive members.•Change Management: Identify change requirements and manages the process to meet new requirements.•Innovation: Identify and track Delivery Partners innovations and assess their impact on relevant business metrics.•Solutioning: Collaborate with business stakeholders to understand the unique needs of the business and identify delivery partner outsourced resources to meet requirements for highly complex business needs or solutions.

Costa Rica

Manage the Call Access Management, PC Technical Support, and Retail Support within the Costa Rica Solution Center, provides personalized support specifically as a single point of contact for US and LAC based customers. Lead and guide a group of Managers and business specialists.- Ensure operational excellence by establishing key metrics and ensuring team goals and contractual commitments are met.- Manage and forecast annual delivery costs and operating budget.- Provide guidance on process improvement aligned to business tactics and strategy.- Maintain ongoing programs to drive improvements based on defect analysis.- Manage interface with internal stakeholders, include regular communication on processes and results. Lead meetings with key customer groups, review team results.- Support and develop a culture of individual accountability for career growth and development.- Responsible for identifying and driving actions in response to employee feedback.- Manage and control business scorecard results, lead and review actions plans, forecast and identify possible gaps, plan accordingly.- Member of the Leadership team.Accomplishments- Successfully transitioned Latin American support center from Mexico to Costa Rica (95+ headcount) with minimum live learning curve period.- Continuously delivered solid on target results (KPIs scorecard, Attrition, financial forecast, etc.).- Saved $2,500,000 annually through headcount efficiencies, process improvements, business transitions and organization restructuring.- $2,000,000 annual savings through cost efficient business model transition to Costa Rica, RSG team.- $1,500,000 annual savings through cost efficient business model transition to Costa Rica, TCO team.- Implemented Quality program according to new organization functions, structure and improved processes.- Improved customer service satisfaction through supply chain management initiatives, backlog control and ongoing reviews with partners.

Costa Rica

Handling a department of 30+ people…Highly escalated Commercial Customer satisfaction issues (Corporate Level). Primary objective is to diffuse the escalation and identify resolution opportunities.Accomplishments• Eliminated backlog by cutting off handling times and improved relationship with supply chain.• Created and implemented real time reporting capabilities within the group.• Created and implemented a quality program absent before my arrival.• Selected and promoted and Business Process Analyst to document and improve group’s processes.

Costa Rica

Handling a department of 70+ people…Front line call logging, dispatching and monitoring company’s most important contractual customers, which necessities do not meet any of the standard solutions and a Costumed one is required.• Established performance goals and development plans for each employee.• Expense management.• Managed and monitored the overall team quality as well as the operating efficiencies.• Drive employee and process improvement plans.Accomplishments• Successfully transitioned US Custom Accounts to Costa Rica (70+ headcount)• Process improvements and restructuring gained 15+ headcount efficiencies ($270,000 savings annually)• Improved customer satisfaction results and country perception• Established good working relationships with customers.

Costa Rica

Handled and responded all customers’ related complaints from different regulatory agencies in the state of Florida and New York (PSC, FCC, BBB, etc.) and managing all resolutions & regulatory affairs escalated cases.• Reviewed and improved all regulated responses handled by department’s different specialists.• Coached and Mentored new specialists within the Florida and New York Public Service Commission rules and regulations.• Point of contact between company and all U.S. telecommunications regulatory agencies such us the Better Business Bureau, Federal Communications Commission, etc. Accomplishments• Created and implemented the department which was non-existent in the company before

Costa Rica

Handled a team of 20 agents.Investigated and resolved customer concerns in collaboration with other departments. Provided measurement on volume and trends to determine agents’ education needs and improve customer satisfaction and retention.• Coached and mentored new customer service representatives • Increased employee knowledge by assisting with development and implementation of product-awareness programs.• Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.• Measured and maintained schedule adherence.• Insured accuracy and timeliness of attendance records.

Management Skills Development Program, People Management, Seminar

Master Of Business Administration (Mba), Finance, General, Thesis Pending

Certification, Customer Experience, Certification

COPC Inc., is a privately held management consulting company based in Winter Park Florida that specializes in customer experience.

Lean Six Sigma Green Belt, Process Improvement And Efficiencies

Bachelor Of, Business Administration, Finance & Economics

Bachelor Of, English Pure Language