Jose Luis Rodriguez Email and Phone Number

Design, construction and maintenance of telecommunications networks, specially fiber optics, FTTH, GPON technologies.● Lead the growth and diversification strategy while fostering operational transformation

Responsible for: Creating and executing customer care strategy for more than 20 million customers. Partnering with customer experience and marketing to warranty satisfaction NPS. Creating plans to achieve financial and operational efficiencies. Lead transformation, cultural, digital, and operational. Set strategic direction for campaigns such as: Tele sales, full Service, retention, social networks, chat, omnichannel, president’s office. Managing technological vendors and BPO’s. Directed an organization of over 1,800 members.● Led the cultural and operational change, creating efficiencies an operational excellence: Slashed call volume in 80%, reduced transfers in 44%, attrition in 50% and first contact resolution in 25%. ● Strengthened customer retention processes through creating and implementing an AI model, and statistical data analysis, reducing deactivations in 60%.● Directed a strategy to improve customer experience, based on closeness and representative’s soft skills which resulted in a NPS increase of 32 pp● Transformed the Call Center from a cost center into a revenue center, creating a plan to upsell and cross sell to service calls which generated over USD $5MM on the first year● Led the team to an increase of 15 pp in the GPTW index, implementing disruptive job strategies and fostering internal communication.

Responsible for: Developing, coordinating, and executing corporate customers service strategy (1.5 million), through a service manager segmented strategy in conjunction with an enterprise and IoT specialized Call Center. Renewing and upselling to existing base of clients. Managed a group of over 500 members● Negotiated renewal contracts with corporations, exceeding in a regular basis goal in over 18%● Guided the team to obtain the best postpaid churn of the company, 40% better than residential one● Constantly generated, upsell to top accounts of more than 50,000 lines, revenue of MXP +$20MM yearly.

Responsible for: Creating Mexico’s strategic and commercial plan. Communicating constantly and effectively with HQ in Canada with focus on sales and marketing. Recruiting, training, and aligning a first line of managers. Supporting and following up of commercial efforts.● Created a sales strategy focused on wholesale and call center business development which resulted in a 300% increase on revenue.

Creating and executing government commercial strategies. Developing a plan of growth and expansion for existing customers.● Coordinated with Mexico’s Presidency to create a national digital strategy. ● Revenue increase year over year of 25%, EBITDA of 23%, through account planning and cross selling

Crafted the sales plan for the financial and services sector. Coordinated development of account plans for global/multinational clients. Organized and adjusted portfolio. Established follow-up model of sales opportunities. Validated and valuated sales development at management and top management levels.● Developed strategic marketing plans to grow existent customers and new markets initiatives that allowed an increase of 300% in sales of corporate mobile lines.● Won key businesses and renewed existing contracts to consolidate a position in the Colombian financial sector of 40% of fixed networks and 70% of mobile services.● Maintained and growth healthy commercial relations with customers like Avianca, Bancolombia, Mapfre, Santander and BBVA

Directing a team of technological consultants to design and integrate commercial offers (Sales Engineering). Managing CAPEX and OPEX in association with finance to execute and operate projects. Designing and coordinating corporate customer care strategy. Managing relation with technological partners. Coordinating the PMO. Team of 4 direct reports in a 150-person organization.● Built an engineering solutions design model that increased presented offers in over 40%, diminishing delivery time and winning key negotiations, as well as improving operative results in 20%● Directed a multifunctional team, design engineering, sales, technological partners, PMO, network engineering that won the largest IT bid in Colombia to date for $193 MUSD. and deployed it in record time