Facundo Peláez Email & Phone Number

London, Gb

Madrid, Spain

Design and optimization of HR Processes and report automation. CRM, ATS and PEO systems assessment and management.Design and implementation of HR Analytics and Performance Dashboards for data-driven management, supporting business functions to make better informed decisions.Leverage the investment in HR technology to provide extra functionality to achieve greater operational efficiency at lower cost to the organization.

Madrid

Global Workday implementation in 27 countries, encompassing 7500+ employees. Focus on the Absence and Time Tracking Modules.

Project Manager and Consultant, responsible for implementations of new and existing clients.Main responsibilities included:• Provide consulting services and best practices. Improve current and legacy HR processes to maximize profit and efficiency• Develop and execute comprehensive implementation project plans. Present implementation timelines, deliverables and manage client expectations. Analyze impact and risks of the overall project• Elaborate detailed solution specifications, data migration and UAT plans• Provide initial system configuration for instances, portals, integrations and additional resources• Project manage training, UAT, and deployment of the configured instance to production

Head of the operation in Paraguay, managing service delivery for local and offshore accounts from Argentina and Germany, from banks, real estate companies, fast food chains and health care.Responsible of the commercial area, contact center and software development area. SkyTel is a telecommunications company with more than 700 positions, offering services of BPO, ITO & KPO.

Head of International Operations and Customer Support for Hong Kong, Brazil, Argentina, Chile, Australia and New Zealand. Design and implementation of CRM and Lead Management Strategy. Implementation of a drip-marketing campaign in English, Portuguese, Italian and Spanish using Salesforce CRM software. Ambassador of the company at Vinexpo 2012 held at the Hong Kong Convention & Exhibition Centre.

Head of reservations area for international deals, customer support, pre-sales, after-sales, associate's accounts payable and business intelligence.Development of training guidelines, processes and balanced scorecards to control the area's performance, customer experience improvement and loyalty.Achievements:Designed a survey system to assess and improve customer satisfaction and used feedback for continuous improvement.

In charge of customer support for Argentina, Chile, Colombia, Mexico, Peru, Puerto Rico and Uruguay. Ramped-up from 25 to 120 associates. Creation of the Training and QA departments and training of its members. Implementation of CRM system, Contact Center software and Zendesk (ticketing). Designed and implemented gamified motivational programs to improve employee satisfaction and performance.Achievements:Creation of an Excel-based WFM software to assign shifts to reach target service level.Best Customer Satisfaction average among all contact centers in the company: 85%.

In charge of the implementation of strategies and programs of the Commercial Area of Belcorp’s premium brand: L’Bel Paris. Responsible for $1,500,000 annual budget.Sales force support, forecast for catalogue printing, performance analysis and reporting of commercial results to the CEO.Geographical sales zone delimitation using ArcGIS software integrated with Google Earth.

Rome, Italy

Coordination of scientific cooperation between Italian and Mexican research teams to achieve mutually beneficial synergy. Design of a comprehensive report on the state-of-the-art of nanotechnology in Mexico and Italy to identify cooperation opportunities.

Supervisor in charge of the Optimum Rewards WFM department. Reported to HR Corporate Management in Denver, CO.

Responsible for the international implementation of a unified web-based Workforce Management (WFM) tool for the 47,000+ employees that TeleTech had in 18 countries.

Operation performance analysis and reporting for both the Operation's Management and the Client. Payroll preparation for over 600 agents.Achievements:Created a completely automated system in Excel VBA to generate absenteeism reports and dashboards that were automatically sent to each supervisor using Microsoft Outlook.Reduced report generation workload by 90% using Excel macrosCreated shift-bidding system to efficiently assign vacations and shifts for 600 employees

Led a team of 15 sales agents for Sprint-Nextel. Top 5 Sales Team among 20 teams. Ranked #1 for 4 consecutive months. Real-time monitoring, agent coaching and motivation, CRM, quality assurance, training in Conflict Management.

Top sales agent for Sprint-Nextel USA Outbound Campaign. Sales in English (90%), Portuguese and Spanish. Training in product knowledge, customer psychology and sales skills. Uptraining in leadership and ontological coaching at the Program for Future Supervisors.

Master, International Relations

Activities and Societies: 20 subjects, 540 lecture hours, workshops and conferences. Classes in Italian, Spanish and English.Scholarship.

Bachelor'S Degree, Business Management

Activities and Societies: Optional Subjects: Team leadership, International MarketingMaterias Opcionales Cursadas: Conducción de Equipos.

Bachiller Con Especialización En Ciencias Físico-Matemáticas, Inglés, Portugués, Latín

Education record