Francisco Hidalgo Email and Phone Number

Responsibilities:• Project Management for software development, process creation and building areas. Creating Project Trackers, monitoring them and meeting the required objectives.• Project leader for processes in the company between different departments providing excellent quality (auditable processes).• Create and update reports generated in Power BI / Excel providing findings to Operations. Handling validations in the reports.• Keep high-level people informed about the performance of our operations.• Financial support handling budget for 5 Lines of Business (Tele Sales, Mobile, Customer Service, Document Verification and Training).• Create workflows and diagrams to explain different process.• Developing tools for a better performance in Sales.• Monthly Business Review among Managers, Sr. Director, and Chief Operation Officer.• Incentives Process Control among Reporting, Quality Assurance, Operation, Payroll, and Compensation departments.

Responsibilities:• Supervision to Business Intelligence Department.• Creating different reports and analyzing metrics, keeping the best performance on the project.• Client Meetings to define process and setting goals.• Explanation reached results from our project and different methods to keep improving our metrics.• Investing time developing my staff skills.• Projects Coordination with QA, Team Leads, Training and Workforce.• Incentives Process Control.

Responsibilities:• Supervision for 3 Lines of Business (Business Sales , Sales Support and Follow Up).• Creation and follow up for new process inside our Project.• Coaching to develop skills with my associates to move to other position.• Goals reached for different KPIs.• Motivations strategies to keep the best performance with the team.• Projects Coordination with QA, Team Leads and Workforce.• Follow Up Reports creation.

Responsibilities:• Workforce Planning for a successful Project launching, meeting, and exceeding Client expectation.• Creation, Design and Update Follow Up reports.• Contact with Client for Project Follow Up meeting expectation.• Continuous Improvement using existing resources and requiring additional resources justifying their impact with the Project.• Creation, implementation, and Follow for New Process looking for an optimal performance as a Project.• Consultancy about decision impact on the Workforce (New Process, Change an existing Process, New Tools Implementation).• Load Schedules, Update Oracle Hierarchy, Update CenterPoint Users, OT and Premium Hrs. Follow up.• Incentives Process Control.

Responsibilities:• Creation and Update Process Follow Up Reports.• Creation and Update Call Center’s Metrics Reports.• Contact with the Client to give Follow Up to the project.• Measure and calculate agent ́ s incentives.• Customer Experience Analysis looking for a better branding based on NPS Surveys and customer’s comments about HP CC.• Incentives Process Control.