Tigo Money (MFS) at Tigo Millicom 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

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

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

Ensure the call center operations delivers the required performance