Responsible for overseeing and managing the company's processes to ensure efficiency, productivity, quality, identifying process improvement opportunities and implementing strategies to optimize business processes.• Analyze current processes and identify areas for improvement.• Design and implement new processes to increase efficiency and productivity Develop and implement process improvement initiatives.• Manage process documentation and ensure compliance with company… Show more Responsible for overseeing and managing the company's processes to ensure efficiency, productivity, quality, identifying process improvement opportunities and implementing strategies to optimize business processes.• Analyze current processes and identify areas for improvement.• Design and implement new processes to increase efficiency and productivity Develop and implement process improvement initiatives.• Manage process documentation and ensure compliance with company standards.• Train employees on new processes and procedures.• Monitor and measure process performance and report on progress.• Collaborate with cross-functional teams to implement process changes.• Identify and mitigate process risks and issues. Show less

Delivers Omnichannel strategies to deliver best in class sales and customer care services.Drive key initiatives as Project manager to monitor, prepare and implement new technologies across both countries (El Salvador and Honduras)Lead reviews of Call Center performance, profit, efficiency and customer service to ensure B2B / client expectations are accomplishedPartner with IT to ensure that planning, forecasting and scheduling tools/software are properly configured and maintained to… Show more Delivers Omnichannel strategies to deliver best in class sales and customer care services.Drive key initiatives as Project manager to monitor, prepare and implement new technologies across both countries (El Salvador and Honduras)Lead reviews of Call Center performance, profit, efficiency and customer service to ensure B2B / client expectations are accomplishedPartner with IT to ensure that planning, forecasting and scheduling tools/software are properly configured and maintained to support across the call center for both countriesSupport Community and social media estrategies to ensure them to be accomplished timely mannerDevelop a Quality Assurance department of well-trained, competent professionals who continuously improve the organization and themselvesConduct Coaching and Development sessions with team members to drive continuous improvement.Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate Show less

Ensure the quality of each quote, booking, shipment and export and import contracts of the American Region, assuring the sales revenue. Integrate key actors in order to provide and excellent Customer Service. Comply with the Management Indicators and control panels of the global plan. Continuous improvement of global pre and post sales service processes. Analyze development metrics, their practical and effective solutions. Develop a team of 30 collaborators. Ensure the compliance of each export… Show more Ensure the quality of each quote, booking, shipment and export and import contracts of the American Region, assuring the sales revenue. Integrate key actors in order to provide and excellent Customer Service. Comply with the Management Indicators and control panels of the global plan. Continuous improvement of global pre and post sales service processes. Analyze development metrics, their practical and effective solutions. Develop a team of 30 collaborators. Ensure the compliance of each export - import shipment with laws and regulations in North America and the rest of the world. Reinforce the developed quality standards.• Achieve the John Deere “Partner Status” for 7 consecutive years, maintaining the contract quality above de 99%.• Maintain the main management indicators above 95% for 7 consecutive years avoiding conflicts or losses for the organization. • Reduce the costs in 80% by leading the successful transition of the operation of remote cargo reception from ports in the United States to El Salvador. Show less

Ensure efficiency of the re-engineering of the customer service processes, call centers, branches and customized support workshops. Create customer retention strategies, including a detailed plan, objectives, control panela and a quality control module. Implement new methodologies to measure the development according to specific collaborator and customer. Develop new quality objectives and enhance their management in the annual plan. Review and update the customer support policies, processes… Show more Ensure efficiency of the re-engineering of the customer service processes, call centers, branches and customized support workshops. Create customer retention strategies, including a detailed plan, objectives, control panela and a quality control module. Implement new methodologies to measure the development according to specific collaborator and customer. Develop new quality objectives and enhance their management in the annual plan. Review and update the customer support policies, processes and procedures. Provide guidance and best practices of the market for the project management. • Increase the retention of the customers by 15% by creating and implementing a new control panel and its indicators. • Reduce the amount of calls performed in the Call Center by 5%, equivalent to an average of approximately 8,000 monthly calls by implementing “focus groups” in order to improve communication and the service offered. Show less

Initiate operations of the alternate sales Contact center for Digicel. Create new forms for sales of the landlines, cellular and data services. Suggest services to be offered to the customer. Consultant for the Board of Directors on effective strategies to increase the sales and productivity. Provide management training and development to a team of 17 collaborators. Control purchase of the inventory and turnover indexes. Create policies, processes and procedures, hiring and performance… Show more Initiate operations of the alternate sales Contact center for Digicel. Create new forms for sales of the landlines, cellular and data services. Suggest services to be offered to the customer. Consultant for the Board of Directors on effective strategies to increase the sales and productivity. Provide management training and development to a team of 17 collaborators. Control purchase of the inventory and turnover indexes. Create policies, processes and procedures, hiring and performance evaluations. Develop the supervision of the sales team in order to achieve the objectives. • Open a new business channel and decrease the financial costs for the customer approximately by 1% by leading the negotiation to establish the first “Contact Center” – Outsourcing of Sales implemented in Digicel. • Reduce general costs + 5% by innovating the sales “virtual channel”, increasing the options for new and existing customers. Show less

Implement new software for Merchandise, generating efficacy of the stock inventory in the 18 countries in America. Direct a project for solution in 11 countries of the Caribbean, affecting 450 whops and 300.000 units (SKU). Lead a team of 8 managers in remote management in the Caribbean, promoting synergy between the different cultures. Execute the internal control management in order to ensure that the information is consistent between the different databases and software, such as: AS400… Show more Implement new software for Merchandise, generating efficacy of the stock inventory in the 18 countries in America. Direct a project for solution in 11 countries of the Caribbean, affecting 450 whops and 300.000 units (SKU). Lead a team of 8 managers in remote management in the Caribbean, promoting synergy between the different cultures. Execute the internal control management in order to ensure that the information is consistent between the different databases and software, such as: AS400, Oracle and SUMMER. Advise the technology team and final users on the use of the application. Comply with and guarantee the integrity of the data for effective decision making. • Reduce the global database by 15, centralizing, harmonizing and consolidating the databases of all the systems generating efficiency in the project and promoting best operation practices in other sectors. • Integrate a team of 16 intercultural collaborators in order to develop a bilingual project in a simultaneous manner. Show less

Motivate, support and seek the best practices with the team and the rest of Customer support centers at global level. Guarantee the success of each business area launch. Be the direct liaison with Austin, Texas in order to develop technological projects from their start, definition, design, development, implementation and follow up. Analyze, correlate and interpret the strategic results obtained to be presented in the executive control panels for 11 business lines. In charge of planning… Show more Motivate, support and seek the best practices with the team and the rest of Customer support centers at global level. Guarantee the success of each business area launch. Be the direct liaison with Austin, Texas in order to develop technological projects from their start, definition, design, development, implementation and follow up. Analyze, correlate and interpret the strategic results obtained to be presented in the executive control panels for 11 business lines. In charge of planning operation impacts.• Impact the growth of the Call Center in general in a 60%, coordinating the successful implementation of 11 different business lines in the US and Latin America. • Promote 160 employees, equivalent to a 20% of the current personnel, leading the Support implementation project – XPS, unique global model and thus obtaining the recognition of “Special General Manager Award”. Show less

Ensure the Operations of the Contact center (39 agents) and Customer Support (24 agents) in order to satisfy the customer service. Define, control and execute the customer support policies and procedures. Guarantee the quality of processes and procedures for the project of Customer Relationship Management (CRM). Evaluate, hire and supervise the outsourced call center for product sales. Generate cost-benefit analysis per customer. Analyze the volume of calls, customers, claim and complaint… Show more Ensure the Operations of the Contact center (39 agents) and Customer Support (24 agents) in order to satisfy the customer service. Define, control and execute the customer support policies and procedures. Guarantee the quality of processes and procedures for the project of Customer Relationship Management (CRM). Evaluate, hire and supervise the outsourced call center for product sales. Generate cost-benefit analysis per customer. Analyze the volume of calls, customers, claim and complaint statistics, proposing effective changes.• Control 100% of the service interactions by implementing the culture and the use of the CRM software in the customer support channels. • Reduce the operative costs by 50%, creating a new alliance with Sales Call Center – under the outsourcing model. Show less

Develop, promote and sell the service contracts of airport TACA for the airline companies with headquarters in Central and South America. Analyze the proposals for new contracts and their extensions in order to optimize the benefits to be perceived. Guarantee the evaluation of the pertinent information and respect the confidential agreements between customers and the service providers. Effective support for the managers of the airports for review and approval of the supplier invoices. Establish… Show more Develop, promote and sell the service contracts of airport TACA for the airline companies with headquarters in Central and South America. Analyze the proposals for new contracts and their extensions in order to optimize the benefits to be perceived. Guarantee the evaluation of the pertinent information and respect the confidential agreements between customers and the service providers. Effective support for the managers of the airports for review and approval of the supplier invoices. Establish cost-benefit analysis for each sub-contract between the airlines. • Ensure the revenue above $300,000 annual by signing different service contracts with airlines in the region. • Maintain 95% of flights on time on the position of temporal International manager of the San Pedro Sula airport in Honduras. Show less

Implement re-engineering, planning, organization and development of the operability of the Contact Center. Evaluation an massive hiring of more than +100 collaborators for the technology exchange project. Develop competencies of the team of supervisors and collaborators. Analyze the procedures and processes for continuous improvement and restructuring of the functions and positions. Implement call forecast strategies in the operability. Share best practices and commissioning of the quality… Show more Implement re-engineering, planning, organization and development of the operability of the Contact Center. Evaluation an massive hiring of more than +100 collaborators for the technology exchange project. Develop competencies of the team of supervisors and collaborators. Analyze the procedures and processes for continuous improvement and restructuring of the functions and positions. Implement call forecast strategies in the operability. Share best practices and commissioning of the quality assurance. Provide direct support to 6 business lines.• Improve the customer satisfaction by 50% by supporting the migration of the technological project from CDMA to GSM, with 115 collaborators and extending the working hours to 24/7. • Increase the quality of attention to a 40% by implementing the quality management model and accuracy of the Call center. Show less

Administer Finances, Human Resources, Purchase, Logistics, Outsourcing, Commercial Management and Marketing. Generate reduction of costs and savings through an effective operation of the call center. Ensure contracts with external companies and service providers in order to comply with the responsibilities defined in the contracts. Design and implement Human resources and administration Policies and Procedures, as well as supervise their process, progress and results. Create and provide… Show more Administer Finances, Human Resources, Purchase, Logistics, Outsourcing, Commercial Management and Marketing. Generate reduction of costs and savings through an effective operation of the call center. Ensure contracts with external companies and service providers in order to comply with the responsibilities defined in the contracts. Design and implement Human resources and administration Policies and Procedures, as well as supervise their process, progress and results. Create and provide operation support to the IT initiatives in order to improve the efficiency of the call center. Guarantee successful emergency procedures and simulations.• Improve the productivity by 50% by implementing the Management Indicators and administrative and operative control panels. • Increase and ensure 100% service level by offering a work hours 24/7, maximizing the budget ($200,000) and the operation of physical transition of the Contact Center without stopping its operation. Show less