Edwin Galindo Email & Phone Number

Mexico City, Mexico

Mexico City Area, Mexico

• Overall responsible of service management for LATAM (17 countries) mainly focused on onsite support services while underpinning service desk as part of a global IT services contractWorkstreams: Service Transition.
• Accomplishments:o Successful take on of onsite support services for 2 global clients in LATAMo Continuously steering LATAM to be a high performing region, always in the top 3 places of the dashboardso Professional growth

Mexico City Area, Mexico

Mexico onsite support take on, improving work environment, service quality and customer perceptionOctober 2016 - Transition of LATAM onsite support services from incumbent to Computacenter by leading the relevant work streams: Operational Discovery, Recruitment/Transfer, Technology, Processes and Procedures, Training and Onboarding and BAUAccountable for.

Ciudad De México Y Alrededores, México

• Accountable for Overall Service Delivery and Strategic Planning of outsourced Service Desk contractsRole and Responsibilities:
• Management and continuous improvement of remote technical support in English and French for simultaneous accounts / clients
• Managing and coaching of 5 Team Leaders, 6 Level 2 technicians and administering +100 Level 1 technicians (Performance improvement, SMART goals, constant feedback, training and development)
• Leading and driving improvement of an operation through the execution of daily tasks and duties enclosed in the ITIL framework (Change, Operation, Knowledge and Control Management)
• Planning and taking necessary actions to consistently meet contract’s SLAs and KPIs (CAP, Abandon Rate, ASA, AHT, QA, CSAT, NPS, FCR & FLR) along with OLAs
• Assurance of service availability through correct capacity planning and resources readiness (workforce, budget, time and equipment)

Ciudad De México Y Alrededores, México

Rebuilding and maximizing processes by implementing tracking, diagnosis and solving strategies within operations such as outbound calls measurment, auxiliary abuse control and inbound handling plans. Developing customer experience strategies along with the quality department to ensure the best attention possible.Attendance and profitability control.

Mexico City Area, Mexico

When worked as service delivery supervisor for the Charter Communications project I had a lot of professional satisfactions, I was one of the top performers with positive consequences such as monthly bonuses and a number of recognitions. I created internal policies and procedures for the excellent functioning of the project so successfully that the site.

Ciudad De México Y Alrededores, México

• Training facilitation and creation, training needs detection, reports analysis and statistics creation, evaluation material creation and training effectiveness follow up
• In house induction, product training and up trainings regarding system and product updates
• Creating the proper material to facilitate the courses and evaluate the trainee’s development and learning
• Live operation monitoring to detect re-training and up training needs and to measure effectiveness of courses provided