Ericka Unna Email & Phone Number

Nuevo León, Mexico

Monterrey Y Alrededores, México

• Project managers oversee the project to ensure the desired result is achieved, the most efficient resources are used and the different interests involved are satisfied.Plan the project
• Define the scope of the project in collaboration with senior management
• Create a detailed work plan which identifies and sequences the activities needed
• Determine the objectives and measures upon which the project will be evaluated at its completionStaff the project
• Manage project staff… Show more Project managers oversee the project to ensure the desired result is achieved, the most efficient resources are used and the different interests involved are satisfied.Plan the project
• Manage project staff and/or volunteers according to the established policies and practices of the organization

Monterrey Y Alrededores, México

• Account Manager (Technical Support)The Technical Support Account Manager is a critical customer relationship management role, the primary point of contact for specific customer account and is expected to consistently.
• Manage a healthy program performance based on quarterly strategic plans
• Ensure the timely and successful delivery of solutions according to customer needs and objectives
• Manage to meet Operations financial assumptions
• Develop potential Operational leaders
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

• Managed a bilingual operation of 80 FTE plus staff members
• Responsible of maintaining consistency on the client and company KPIs
• Coordinated weekly, monthly and quarterly business reviews
• Lead conference and calibration calls with client
• Succeeded on maintaining consistency on client C-SAT metrics with an entirely new team
• Established strong relationships with our vendor partners after demonstrating great service attitude, positive trend on metric results and… Show more

• Manage the quality department for 2 different LOBs
• Presented daily, weekly and monthly analysis for different LOBs
• Coordinate weekly meetings with operations managers, supervisors and quality analysts in order to develop accurate action planning
• Follow up all quality programs and track progress
• Coordinate monthly trainings for outliers
• Coordinate meetings with new hire programs to make sure opportunity areas were address correctly

• Responsible of meeting and exceeding client and Company goals and objectives. Efficient action planning to maintain quality and productivity results. In charge of representative improvement based on effective behavior.
• Experience:
• Customer Service
• Enterprise End User Customer Service
• Tech Support
• Back office