Fernando Barahona Email and Phone Number
Fernando Barahona work email
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Fernando Barahona personal email
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I am a leader in Client Solutions and Operations with over 15 years of experience in strategic planning, client relationship management, and key performance indicators achievement. I have managed teams from 20 to 1,500 employees and overseen operations with annual revenues up to thirty million dollars across industries such as e-commerce, SaaS, telecommunications, and technology.At Tek Experts, I lead global operations across five locations, managing teams of up to 500 employees. I have achieved high productivity and customer satisfaction performance, delivering projects for a top Fortune 20 company. I implement process improvements that boost key performance indicators by 20% and collaborate with finance teams to reduce operational costs by 15%.As Global Senior Director of Client Solutions at Teleperformance, I managed operations in five countries with thirty million dollars in revenue, leading a workforce of 800 to 1,500 employees. My initiatives increased revenue by 10% and business growth by 150%.At Concentrix, I directed site operations, focusing on financial planning, labor management, and process improvement, leading to top-performing sites in Latam. I reduced employee turnover by 10% and partnered with clients to deliver competitive value.Dedicated to fostering long-term partnerships and promoting a culture of inclusion and continuous improvement.Connect with me at www.linkedin.com/in/ferbarahona or email at barahonafer@gmail.com.Skills and Interests:- Strategic Planning & Execution- Client Relationship Management- Operational Excellence- Financial Oversight- Change Management- Six Sigma Yellow Belt- Business Process Re-engineering- Digital Services- E-Commerce- Project Management Tools- Data Analysis & Reporting- CRM Software- SaaS SolutionsIndustry Experience:- E-Commerce- SaaS- Telecommunications- Technology- Trust and Safety- Healthcare- Consumer Goods- Sales- Travel & Hospitality- High-Tech Industry & Cloud Services- Content Moderation- Multimodal Support
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Country DirectorZimworxPuerto Carrillo, Guanacaste Province, Cr
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Country DirectorZimworx Dec 2024 - PresentGuanacaste, Costa Rica• Led strategic operations at ZimWorX in Guanacaste, Costa Rica, driving organizational growth and fostering sustainable partnerships.• Oversaw cross-functional teams, enhancing operational efficiency and developing initiatives aligned with company objectives and market demands.• Achieved excellence in service delivery, delivering impactful solutions that empower businesses and communities through innovation and strategic leadership. -
Global Client Delivery (M365 Intune Head)Tek Experts Jan 2023 - Jun 2024Costa Rica• Led global operations across 5 locations, managing teams of up to 500 employees. Achieved high productivity and customer satisfaction performance, delivering projects for a top Fortune 20 company.• Strengthen client relationship with business strategy, identifying and executed process improvement that boosted key performance indicators by 20%.• Collaborated with finance teams to ensure financial compliance and achieve cost-effectiveness, resulting in a 15% reduction in operational costs and maintaining full regulatory compliance across all projects.• Optimized team performance by developing and implementing strategies that enhanced service delivery, resulting in a 20% increase in efficiency and a 10% improvement in performance indicators. -
Global Senior Director Client SolutionsTeleperformance Feb 2021 - Dec 2022Colombia• Managed operations in five countries (Colombia, Nicaragua, Guyana, Peru, Dominican Republic), administering a revenue of approximately $30 million.• Ensured P&L, KPIs, and client satisfaction across e-commerce, e-market, and tourism sectors.• Led a workforce of 800 to 1500 employees, focusing on financial, operational, and client growth management. -
Senior Director Of OperationsTeleperformance May 2019 - Feb 2021Bogota,D.C., Capital District, Colombia• Administered operational and financial performance, managing client relationships, and establishing budgets, targets, and business objectives. Boosted revenue by 10% and achieved 150% business growth through strategic initiatives and effective resource management.• Led a workforce of 800 to 1,500 employees, ensuring P&L and KPI achievement across e-commerce, e-market, and tourism sectors.• Implemented regulatory compliance and drove operational growth, resulting in month-over-month increases in client satisfaction and significant reductions in operational costs.
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Director Of OperationsConcentrix Aug 2017 - May 2019Bogotá D.C. Area, Colombia• Directed site operations, focusing on financial planning, labor management, and process improvement, leading to the top-performing sites in Latam for Costa Rica and then Colombia by increasing operational efficiency and optimizing labor costs.• Partnered with clients and business units to deliver competitive value and manage talent development, enhancing employee performance and driving a 10% reduction in employee turnover.• Led efforts to improve customer experience, achieving key operational results and associate engagement, with a 25% boost in KPIs.• Spearheaded strategic initiatives for organizational growth and efficiency, contributing to a 30% increase in overall business performance. -
Director Of Ccm OperationsConcentrix Apr 2016 - Jul 2017Costa Rica- Provided leadership to Concentrix Care Centers by collaborating with partners and colleagues, driving process improvements, and enhancing customer experience.- Achieved key metrics in customer satisfaction, associate engagement, retention, and leadership effectiveness. Participated in wellness and community outreach programs.- Spearheaded cross-functional strategic initiatives, driving growth, scalability, and efficiency. Led organizational change and partnered with senior leadership to adapt to evolving customer needs.- Analyzed KPI data to identify improvement opportunities in Customer Care. Promoted a culture of inclusion, employee empowerment, and motivation.- Mentored the leadership team, facilitated talent management, and succession planning.- Managed P&L, budgeting, and forecasting, ensuring financial accuracy and achieving budgeted revenue and EBITDA through operational efficiency.
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Director Of OperationsTeleperformance Apr 2015 - Apr 2016Costa Rica• Led teams to exceed business objectives by managing the recruitment, development, and performance of operations managers, resulting in a 15% increase in team productivity and a 20% improvement in employee retention.• Ensured client satisfaction and operational KPIs by managing new business implementations, achieving a 25% increase in client retention and a 30% boost in project delivery efficiency.
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Site DirectorConvergys Dec 2013 - Apr 2015Costa Rica- Developed and executed the site’s financial plan, including Profit and Loss management.- Managed operational levers impacting financial performance such as attendance, average hourly rate, billing yield, headcount, and attrition to optimize revenue.- Aligned labor pool with projected revenue and demand for optimal resource utilization.- Partnered with HR, Workforce Management, Quality, Training, and other support units to identify process improvements, training needs, talent management, onboarding, and succession planning.- Collaborated with clients and business units to deliver competitive value through talent development initiatives.- Mentored and coached professional-level personnel within aligned programs.- Directed and motivated a team of managers to achieve operational excellence for Convergys clients.- Established and communicated strategic direction to the management team and provided operational feedback.
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Senior Operations ManagerConvergys Oct 2010 - Dec 2013Costa Rica- Partnered with Site Leaders to drive operational results and strategic initiatives.- Utilized industry vertical experience to establish program objectives and strategies.- Maintained communication and close relationships with critical organizations to understand solution requirements and strategic client needs.- Focused on client program operations delivery in partnership with Business Unit Client Services.- Communicated corporate and departmental strategies to the Operations department, provided feedback on budgeting, goal setting, and performance management.- Partnered with Operations to implement new or expanding programs.- Selected, trained, developed, and managed the performance of direct reports in specialized areas.
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Program Delivery ManagerConvergys Feb 2010 - Nov 2010Costa Rica- Partner with Site Leaders to drive results- Provide industry vertical experience to establish program objectives and strategies- Focus on client program operations delivery in partnership with Business Unit Client Services- Partner with Operations to implement new or expanding programs- Responsible for selecting, traiin, developing and managing performance of direct reports in area of specialty.
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Program ManagerConvergys Sep 2009 - Feb 2010Costa Rica- Focused on client program operations delivery in partnership with Business Unit Client Services.- Partnered with Operations to implement new or expanding programs, ensuring seamless integration and optimal performance.
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Operations ManagerTeletech Sep 2007 - Aug 2009Costa Rica- Managed a call center headquartered in Denver, providing services to three different clients in Costa Rica.- Successfully launched and implemented two projects, managing 520 agents, 2 Floor Managers, 22 supervisors, QA analysts, and the training department.- Achieved outstanding results by adhering to strict quality guidelines, US CSAT standards, and aggressive targets for AHT and SVL.- Maintained sustainable gross profit margins above 30% for each project.- Oversaw budgeting, forecasting, sourcing, scheduling, and recruitment, ensuring operational efficiency and financial success. -
Sales ManagerSupra Telecom Mar 2004 - Feb 2007Costa Rica- Started as an agent for 6 months, then promoted to supervisor; after 18 months, advanced to sales manager.- Managed a call center headquartered in Florida, serving Florida-based customers in telecommunications.- Oversaw 200 agents and 12 Team Supervisors, handling inbound and outbound campaigns, budgeting, payroll, hiring, and sales strategies.- Developed scripts, business rules, strategic planning for new campaigns through marketing and advertisement efforts.- Managed sales reports, dashboards, and customer service, collection, and retention teams, ensuring high performance and goal achievement. -
Floor SupervisorSupra Telecom Jul 2003 - Mar 2004Costa Rica- Managed a group of 80 agents and 3 Team Supervisors, overseeing inbound and outbound campaigns, customer service, collection, and retention teams.- Handled sales efforts, strategies, lead generation, scripting, and retention .
Fernando Barahona Skills
Frequently Asked Questions about Fernando Barahona
What company does Fernando Barahona work for?
Fernando Barahona works for Zimworx
What is Fernando Barahona's role at the current company?
Fernando Barahona's current role is Country Director.
What is Fernando Barahona's email address?
Fernando Barahona's email address is ba****@****ail.com
What are some of Fernando Barahona's interests?
Fernando Barahona has interest in Human Rights, Politics, Economic Empowerment.
What skills is Fernando Barahona known for?
Fernando Barahona has skills like Operations Management, Call Center, Team Management, Outsourcing, Workforce Management, Bpo, Call Centers, Leadership, Recruiting, Performance Management, Management, Telecommunications.
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