Luis Julian Ramirez Chavez Email & Phone Number

Guatemala

Tigo Money (MFS) at Tigo Millicom Guatemala

Guatemala

Develop and implement the strategy that guarantees the continuous improvement in the customerexperience through personalized and virtual attention, with a focus effort less experience andmaximizing profitability in each contact Customer Service transformation by effortless strategy focus on profitability by increase salesand services digitalization (e-Care & Self Service) Create Portfolio area to ensure end to end processes between Product Development tocollection. Reduce bad debt from 8.8% to 2.9% and write off from 5.2% to 2.2% Development Business Intelligence strategy in other to create a predictable contact resolutionimprove in 12% FCR Develop Commercial strategy for Company own Stores focus on Retail, sales over target bydouble digit for the past 3 years.(2014 vs 2016 Increase Revenue in 44% and units in 66%) Stores redesign focus on create great place to shop. Implement Siebel CRM

Guatemala

Efficiently resource management to improve customer satisfaction and profitability of agencies, focusing on first contact resolution. Restructuring of the area, resulting in sales exceeding the goal of having 10% of customer service indicators in goals. Implement the pilot of the new Branches (Retail Concept) Reduction in operating costs 2 cents per customer Tigo Box Project Owner (self service)

Improve customer service (Internal & External) by setting operational and performance KPI´s & develop customer centric strategy Project leader for the integration of Customer Service Applications & virtual agency. Implement the split of the Service and Support areas in which there was an increase in the annual service level in 10% and a decrease in 4% abandon comparable previous year. Desing Call Center foot-print Develop and implement the proposed equipment redundancy PBX & IVR increasing the availability of the area by reducing failures. Redesign and Automation reports to get better visibility and improve delivery times by 100% Redesign the recruitment scheme for staff of the area; improving initial results of new employees. Redesign quality monitoring , which contributed to the creation of the "Zero Tolerance Customer Abuse"; reducing complaints of bad service by 50%. Redesign the IVR tree, improving First Call Resolution

México, México

Responsible for the operations in Mexico, Central America and the Caribbean.

Ensure the call center operations delivers the required performance

Ms, Management Skills

Mc, Management Development

Ingeniero, Electronica Y Comunicaciones