Francisco Maldonado Email & Phone Number

Mexico City, Cdmx, Mx

Mexico City, Cdmx, Mx

Mexico City, Mexico

Área Metropolitana De Ciudad De México

• Leadership development for Call Center teams• Supervision and monitoring of team work in both on-site and virtual operations• Develop objectives for the call center’s day-to-day activities• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)• Oversee the financing and budgeting of the department.• Communicating customer campaign requirements to the teams• Training, coaching, and supervising teams of campaigns• Setting daily, weekly, and monthly goals for each team• Monitoring the quality of each campaign with our clients• Guiding supervisors and agents to achieve their KPIs (AHT, ADH, QA, TPH, CSAT, etc.)• Performance evaluation of supervisors and agents• Personnel training; Creating leaders for future leadership positions• Developing strategies to foster a healthy work environment where agents are motivated to work• Regularly improving work methodologies to achieve goals and enhance staff well-being• Ensuring compliance with company policies

Cancún, Quintana Roo, México

• Full Contact center building from scratch• Project management: Overseeing and coordinating projects related to the contact center.• Creating policies and procedures for departmental operations.• Creation of job profiles for agents, supervisors, quality assurance agents, and operational manager for the operations manual: Defining roles and responsibilities for each position.• Customer Experience Mapping; Creation of personas: Mapping the customer journey and developing customer personas to enhance service delivery.• Developing manuals to standardize operational procedures and organizational structure.• Defining key performance indicators to measure departmental performance.• KPI’s reporting, metrics (FCR, AHT, CSAT, ADH, QA, TMO): • Call monitoring and recording (QA): Implementing systems to monitor and record calls for quality assurance purposes.• Recruiting and training staff to meet departmental requirements.• Annual departmental budget, management of commission plans, and payments according to the program: • Providing ongoing training programs to enhance skills and knowledge within the department.

Cancún Area, Mexico

Develop and define sales and marketing strategy across various sales channels (expos, shows, e-commerce, digital marketing, brokers).• Design commercial and marketing strategies; Prepare sales forecasts.• Create Customer Experience Mapping.• Develop departmental budget for payroll, product inventory, storage costs, sales, profitability of campaigns, reports, and metrics.• Client prospecting and post-sales follow-up.• Incentives for frequent customers; loyalty programs.• Public relations; Formulate a high-performance team focused on delivering results through client engagement and business closure aligned with organizational values and objectives.• Manager of Regional National Sales Teams and International Brokers.• Establish sales quotas and plans in accordance with commercial guidelines.• Individual evaluation of sales force and overall global analysis.• Create and monitor individual campaigns for each client.• Develop business models, cash flow, and profitability with clients.• Create follow-up manuals and response guides for different campaigns handled via call center.• Develop KPIs for each individual campaign and necessary metrics for contact, sales, and service quality via the Call Center

Cancún Y Alrededores, México

• Supervision of the different areas of the Call Center (Member Services, Reservations, Welcome Calls, Res-push, QA)• Responsible for creating profiles for the different areas• Interviewing and hiring the necessary staff• Creating training courses for new hires• Controlling incoming call expenses by department• Supervising the quality monitoring of each agent and responsible for monthly feedback• Implementing the Reservation and Member Services process for ISO 9001-2017• Preparing daily, monthly, and annual reports; Sales projections for the different areas for General Management• Daily, weekly, and monthly tracking of quality processes in the service• Reporting SOP’s, and metrics of KPIs for all departments for General Management

Cancún Y Alrededores, México

Customer service for timeshare members, with the motto: "one call resolution", Assuring good quality service for every member.

México

Making agreements with companies to have their guests in our hotel for business, meetings or pleasure

Education record

Education record