Javier Arce Email & Phone Number

Ciudad De México, México

- Executive and Operational NPS care & retail recurrent statistical analysis, improving NPS 15 pp YoY, understanding key VoC drivers via speech and text advanced analytics tools, constructing synergies and defining priority action plans to advise executives, business and operations areas considering mayor benefit to customers & business profitability. - 360 VoC analytics over relational & transactional NPS, call center calls, social network, mystery shopper, enterprise and adhoc panels.- Maintain knowledge of key industry trends providing performance analysis and recommendations.

Ciudad De México, México

- Lead Big Data Customer Experience Management tool rfp, contract and vendor management with CISCO and VIAVI providers in all regions in order to measure 3G and 4G network quality of experience for 19 M subscribers, developing synergies with CX, Business, Eng & Operations teams improving 21 M experiences for voice, data, iot and volte services, using advanced analytics platforms as bi dl, tableau, sas and vertica.- Innovate on IT Customer Experience domain, integrating Application Performance Monitor with CISCO focused on prepaid, order mngmt, crm, payment and digital app service flows, saving 2 M USD on Prepaid AMDOCS system due to capacity and service analytics synergies, automating performance and capacity deviations to the Operation.- CAPEX / OPEX 18 M USD budget management with 98 % capitalization.- Expedite Customer Care service operation diagnostic for 570 agents using CEM rules.

Ciudad De México, México

- Governance NSN and Ericsson over 3G Network Capacity & Performance SLA - Scorecard definition improving and maintaining 90 % kpis in range for 3G Huawei, E// and IDEN - Design review & call modeling for Voice / Data Core & VAS services. - Vendor management, rfp defintion, evaluation and integration of E2Ecapacity and performance tool with NII USA HQ, MX and Brasil; supporting 3G Core, Ran, VAS and Transport capacity planning. + 90 automated kpis.

Ciudad De México, México

- Performance and process quality assurrance with USA HQ and NII Markets Mexico, Peru, Brasil, Argentina and Chile over Voice, Data and VAS services, defining key service metrics, targets and improvement plans with Op and Eng areas, maintaining Network Service Availability > 99.9 %.

Ciudad De México, México

- Motorola IDEN Tier1 Voice, Dispatch and Data Core service monitoring & resolution process follow up with Op & Eng areas

Ciudad De México, México

Motorola IDEN Capacity planning & design review for voice, dispatch and data services using metrica and statzilla

Diplomado Gerentes De Alto Desempeño, Organizational Leadership

Ingeniero En Sistemas Computacionales, Information Technology