Diego Guzman Email & Phone Number

As a Customer Success Manager at Canary Technologies, I drive client success and satisfaction in hospitality. Specializing in seamless onboarding, fostering loyalty, and advocating for our solutions, I contribute to net retention. By developing customer success strategies and operations, I ensure precise tracking of client data and health. Actively engaging with clients, I identify pain points, uncover opportunities, and provide valuable feedback to enhance our roadmap. From managing onboarding to conducting webinars, I'm committed to delivering top-notch service and driving growth for both clients and Canary Technologies.

24-7 Intouch is a global customer care and technology company that delivers innovative, quality-driven, customer service solutions, across all industry segments.As Operations Manager I'm in charge of directing and managing all operational activities pertaining to a specific program while contributing to the campus’s overall strategic direction. This role executes day-to-day operational activities including management of +200 FTE's, KPIs, Service Levels, and coaching, recruiting & team leaders development.Main responsibilities:*Ensure proper planning, staffing, and direction of the operational functions*Manage and supervise teams*Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees*Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service*Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas *Develop solutions to improve business performance and partner success*Use analytics, investigation, and reasoning to quickly develop solutions for ad hoc issues*Motivate teams through relationship building and real-time coaching*Develop and deploy incentive programs to motivate employees to achieve desired outcomes*Authorize and coordinate changes in staffing schedules by collaborating with the Workforce Management Team*Collaborate with other departments within the organization (HR, IT, etc) to resolve issues *Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

The Equipment Business contract and order first line manager is a shared service support role that provides management of staff delivering identified support responsibilities to business units. The objective of the position is to be accountable for managing specific teams that support commercial, state & local and Federal orders. Responsible of planing directing & coordinating an order processing team that supports Xerox largest clients and captures growth through equipment installs.Delivering operational excellence, seek continuous process improvement, implement business support strategies; maintain/improve profit margins, and manage internal/external partner relationships are major components of this role.Main Responsibilities:•Manage effective communications (1:1s relationship building)•Provide innovative ideas to help the team achieve their business goals•Deliver operational excellence – assess business processes driving efficiencies, continuous & demonstrable improvement of productivity & cost effectiveness •Manage cross-organizationally; effective communications (written & verbal)•Effective, efficient resolution of customer (internal) problems/issues, leveraging resources•Analyze workflow to ensure efficient and cost effective operations. Develop / implement process improvements •Meet all monthly reporting requirements and manage internal control processes•Workforce planning - analyze workforce utilization & productivity and determine the steps needed to prepare for future staffing needs. •Provide updates and management feedback to US management team•People Management•Employee Engagement activities - Complete/lead all HR activities for teams including hiring, retention, succession planning, training/development, performance management. coaching/counseling, team building, & reward/recognition practices•Deploy communications to teams and gather feedback for on-going improvement•Meet local HR management responsibilities

The Xerox order to install department is the responsible of ensuring that all orders are moving quickly and accurately through each stage from the initial submission to install completion and final closure allowing invoice generation to the corporation. The order to install manager is responsible of guiding the order to install team to ensure operational order and install process is being followed in order to maximize sales revenue. Some other responsibilities include: *People managment* Process tracking and policy compliance management* Production and corporate reporting creation and revision* Employee Engagement activities - Complete/lead all HR activities for teams including hiring, retention, succession planning, training/development (PDP), performance management (PGP), coaching/counseling, team building, & reward/recognition practices* Performance improvement action plan's development * Second level escalation resolution & follow up* Lead conferences to resolve issues with customers, stakeholders, suppliers, and functional leaders within the corporation.* Setup, maintenance, quality inspection and publication of the team’s standard operating procedures* Collaborate with Region controllers to manage installable revenue, big hits and government accounts* Attendance, absences, tardiness controls and vacations* Disciplinary and motivational actions * HR related processes* Monthly & Quarterly incentive bonus metrics

Guatemala City

Worked as customer Service and Sales operations supervisor in 1800flowers.com account overseeing the following KPI's:* Conversion Rate (Sales) * Customer Satisfaction (Service)* Average handling time (operational)* Workflow & Staffing (operational)* Schedule Adherence and compliance (operational)

Guatemala City

In Atento the workforce manager is the responsible for performing all the activities needed to maintain a high productivity in employees. Sets goals and objectives, maintains employee records and facilitates effective communication among workers. Some key responsibilities WFM has are: * Prepare the intraday reports on staff attendance.*Reconcile attendance daily with employee timesheets against schedule and time in/time out reporting.*Manage changes to scheduling to ensure adequate daily resource coverage.*Communicate with management and operations team to ensure compliance with company standards.*Maintain running report of attendance incidents.*Monitor attendance and schedule adherence.*Process schedule trade requests for posted schedules*Provide analytical support for special projects*Communicates and works with staff members, management, Human Resources, and Accounting

Guatemala

Guatemala

Master Of Business Administration (M.B.A.), Business

Bachelor’S Degree, Business Administration And Management, General