Luis Dimas Email & Phone Number

Monterrey, Nuevo León, Mexico

Monterrey, Nuevo León, Mexico

Monterrey Area, Mexico

• Develop and maintain an ideal business relationship with our client by delivering excellent service, constant communication, and daily feedback.
• Develop a cost-effective route for our company’s expectations, deliver a positive revenue by reaching our goal on billable hours, maintain a small shrinkage percentage and generate effectiveness on our productivity.
• Lead a group of 6-12 Supervisors, provide constant coaching on driving performance to where it needs to be.
• Take lead on preparation and processing of our biweekly payroll for all employees; review worked hours and discrepancies from pervious pay periods.
• Daily reporting on our KPIs (daily stats, WBR, Compensation file, Aux report, etc.), using our client; s systems i.e., Avaya CMS, Community, Call Copy, SAP business, etc.
• Hold weekly meetings with our client to discuss productivity, updates, trainings, etc. Daily meeting with Ops team is a must to determine our areas of improvement and develop an action plan to improve.

Monterrey Area, Mexico

• Primary contact for incident escalations between end users and IT support groups.
• Assist with application/hardware/software support, ensuring that the end user can be the most effect in his/her job.
• Document, Monitor and resolve incidents that are reported to the service desk.
• Offer solutions to end users on troubleshooting and assisting them to ensure that our standards are met. This is done by working as part of a well dedicated team that shares knowledge and experience in order to provide.

Monterrey Area, Mexico

• Lead 30+ Agents, 1 Supervisor & 1 Quality Analyst
• Drive consultants to excellence and this is done through a series of planning, developing, time management and motivation.
• As a leader my duties are to provide specific goal-achieving tactics by focusing not only on the areas of opportunities but on their natural excellence.
• I was also responsible for reporting, documenting and validating each step.
• Payroll
• Constant communication with our client in reference to our metrics (sales, hours, QA and attrition). Providing different kind of feedback in a day to day basis, constant day planning on motivation methods and sales.

Monterrey Area, Mexico

• Teach the English language to elementary children
• Daily plans for my everyday activities
• Attendance

Monterrey Area, Mexico

• Main objective was to coach to drive results.
• Create reports in excel to present to our account manager and tactical planning for turnaround situations to reach our clients goal.
• Constant communication between consultant and manager to strive for continuous improvement
• Billing review with a collections negotiation to the customers with a high dept on their services