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, Service Delivery, Contract compliance, Client management, Leadership, Project management, Financials & Vendor management• 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 Onsite Support service delivey in Mexico, Colombia, Argentina and PanamaSLA and KPI dashboards global leader

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)• Supervising the financial stability of the operation to procure a healthy P&L margin• Client relationship management (Development and Maintenance, POC Role)• Team builder, Human Capital focused, always trying to bring the best of people to their working functionsAccomplishments:2013-75% Capacity increase of a contract in one year (from +6,500 contacts to +11,000 contacts)-Successful service design, transition and operation of this business increase-Yearly contract renewal of accounts managed2014/2015-Internal consultancy to drive improvement in other accounts-Yearly contract renewal of accounts managed2015/2016-Design, implementation and control of a remediation plan for a +15,000 contacts volume contract-Successful results of this plan through the CTQ (Critical to Quality) methodology-Yearly contract renewal of accounts managed

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, operation metrics follow up, auditing, performance evaluations, reporting, training, motivation, negotiation with support areas, suppliers and sales agents, conflict resolution, claims and back office attention

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 director took those improvements to other projects and even to other sites such as Leon and Guadalajara. Regarding human capital development I can say that former members of my team became supervisors, trainers, QA analysts and IT technicians.Afterwards I was promoted to Tier II Service Delivery Supervisor where I had the chance to work closely with our client and I was held accountable by the corporate office for other responsibilities such as giving follow up to procedures that were created locally and then implemented globally, I coordinated as well the service delivery of this second tier strategy with our partner centers in the Philippines. I planned and coordinated the site's daily operation of the local lines of business and brought results and valuable opinions and ideas to general managers and regional directors.

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