Fernando Marcelo Diaz Castillo Email & Phone Number

Monterrey, Nuevo León, Mexico

@TAC: Let's make a difference together! Our consulting firm has been dedicated to industrial security areas, civil protection, hygiene and natural environment, quality, energy, human development, and the food industry for over 15 years. We are here to offer the highest standards to Mexican companies and help them achieve their goals. Contact me today if you want to implement, reinforce, or maintain existing qualifications or improve personnel skills. Let's work together to build a better future for all!"Believe in yourself and all that you are. You are capable of achieving anything you want. Never let the fear of failure hold you back. Keep moving forward and success will come your way." - Managing Director/Board Member @TAC, Testing Application Center.

Monterrey, Nuevo León, México

Mexico City Area, Mexico

Operations management for a BPO operation (Back Office)Responsible for 80+ agents plus 5 supervisors,1 trainer 2 reporting analysts.I am responsible for reaching and surpassing the account´s performance on established KPI´s and financials.Currently all KPI´s are green and financials surpassing revenue and EBIT expectations and less than 2.5% yearly attrition.

Mexico City Area, Mexico

Account management and operations management for a call center that includes multi account support for a BPO, E/Commerce, sales and back office operations. Responsible for 200+ agents plus 13 supervisors and 2 ops coordinatorsSuccessfully accomplish 97% off all key performance indicators (KPI´s) as well as business value indictors (BVI´s) for the accounts I managed.Management of workstation utilization and inventory control in order to maintain positive financials.

I reported to the North America Training and Quality Director as well as local site director, responsible for the quality and training department for the site; my responsibilities were to ensure that the quality of support being provided in operations and training areas meet the required specifications/procedures/customer requirements assigned in auditing operations/support and recommend corrective actions to concerned personnel department.4 direct reports 11 indirect reportsIncreased employee-satisfaction from 63% to 81% within one year; led business with highest employee satisfaction in a multi campaign site. I served as point of contact for all quality-training issues and questions and ensure compliance with COPC standards across accounts. Currently managing Center´s quality applying COPC standards for both 2.4 and 4.2 processes (transaction monitoring and End User Sat) leading to top world performer for the accounts I managed. I have experience in evaluating program level Issues through analysis of end-user satisfaction to ensure superior quality across multiple accounts.Responsible for the learning opportunities at the agent level and manage knowledge opportunities and training through quality and curriculum analysis to help nurture the quality of the organization training culture.Operations Management

Monterrey Area, Mexico

I reported to the Operations Manager. I managed the Customer service department. I was responsible for the launch of bilingual support for 14 portfolios.

Registered Coordinator, Customer Service Support/Call Center/Teleservice Operation, Certified

The customer experience is the sum of all the touch points that a customer has with your company. This used to be primarily the call.

International Business/Trade/Commerce