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•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 and/or volunteers according to the established policies and practices of the organization•Ensure that all project personnel receive an appropriate orientation to the organization and the projectImplement the project•Execute the project according to the project plan•Develop forms and records to document project activities•Monitor the progress of the project and make adjustments as necessary •Establish a communication schedule to update stakeholders including appropriate staff in the organization on the progress of the project•Review the quality of the work completed with the project team on a regular basis to ensure that it meets the project standardsEvaluate the project•Ensure that the project deliverable are on time, within budget and at the required level of quality•Evaluate the outcomes of the project as established during the planning phaseProject Experience •6 New Client and ramp ups across the region (Mexico City, Guadalajara, Puebla, Monterrey, Costa Rica)•Managed 4 Rebuilding projects in Monterrey and 1 in Mexico City•Managed TELCO cost optimization projects for the IT Directors•Managed around 10 relocations from different clients due to closing different sites•Managed Process Standardization Project after two companies merge, including compensations, software, operations and reporting •Managed Payroll Business Change for 4 Cities in less than 2 months•Managed major IT maintenance windows Project •Managed 2 software development projects Show less

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 provide excellent customer service as well as represent client needs and goals within the Technical Support organization. In addition the Technical Support Account Manager also builds a strong relationship with clients to encourage new and repeat business… Show more 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 provide excellent customer service as well as represent client needs and goals within the Technical Support organization. In addition the Technical Support Account Manager also builds a strong relationship with clients to encourage new and repeat business opportunities.PRIMARY RESPONSIBILITIES:• 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• Coordinate all the processes that impact the client, building strong relationships with different departments ato ensure consistent and quality service• Supervise payroll accuaracy Show less

• 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 • 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 excellent knowledge transfer skills. • Improved attrition month after month (bilingual project) by creating a healthy and friendly environment that motivates employees to deliver great customer service• Supported recruiting and training agents transitioning from other projects into our business line• Implemented On-boaring processes for new hires Show less

• 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• Analyze trends on daily, weekly… 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• Analyze trends on daily, weekly and monthly basis, created presentations for client to address opportunities• Audit quality processes for operations, quality and training• Managed the C-Sat quality programs• Identified gaps on client processes and share recommendations • Owner of client end user’s special escalations Show less

• 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 coaching. • Experience:• Customer Service • Enterprise End User Customer Service• Tech Support • Back office • Retention• Sales and Service