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.• Assist on successfully launching a brand-new site in St Lucia, overseeing recruitment, training, OJT, IT/HR process, ops expectations, etc. This led to opening of a second building in such country.

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 a better service to our end users.

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 techniques.• Day to day meetings to offer solutions for our everyday improvement and to provide any kind of updates or trainings.

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