• Strategic planning and execution of all BPO Operations.• Tactical emphasis on customer care, quality management, workforce planning, recruiting, coaching and training.• Responsible of all performance metrics including call efficiency, first call resolution, service level, low abandonment rate, staffing utilization, low turnover, employee retention, financial performance, CSAT, among others.• Regularly conduct and lead management team meetings.• Introduction and leadership of a continuous improvement culture through training, coordination and implementation of Lean Six Sigma principles in the day-to-day operations.• Develop, communicate, monitor, and align performance expectation metrics to maximize efficiency and achieve corporate goals and objectives.• Review financial information and adjust operational budgets to promote profitability.• Prepare, review and present reports, including financial, operational and statistical metrics; discover new opportunities for improvement.• Maintain excellent working relationships with clients to ensure their needs are met• Ensure compliance with regulatory agency guidelines and standards• Create, prepare, review, and edit contracts.• Transitioning of client processes to the service delivery center.• Leadership of the IT Department including the following responsibilities:o Ensuring optimal performance and availability of IT systems associated with the Operations.o Research of new solutions and technologies to improve the customer experience for our clients while making our operations more streamlined and efficient.o Management of IT CAPEX and OPEX.o Oversee system maintenance and upgrade implementation.o Contract Negotiationo IT Vendor Relationshipo IT Infrastructure Operationso IT HelpdeskRelevant Accomplishments:2019 – 2022: Compliance with all contractual SLAs, exceeding expectations.2019 – 2020: YoY Growth of 185%2020 – 2021: YoY Growth of 115%

• Leadership of the company’s IT Department, looking after the whole IT infrastructure,systems and services.• Direction and management of projects to standardize and improve the existing ITinfrastructure serving the business and support functions.• Responsible of delivering high quality technical service while meeting SLAs and industrystandards.• Coordination of maintenance activities to IT infrastructure and systems to ensure optimalperformance, while respecting the call center operation hours to avoid service disruptionand downtime.• Implementation of the whole IT Infrastructure starting from the structured cabling anddata center design up to the installation and configuration of equipment and software forAdvanced Call Center Technologies. (ACT Today - Guatemala).• Implementation of the whole IT Infrastructure starting from the structured cabling anddata center design up to the installation and configuration of equipment and software forNearsol new site in the Philippines. (Nearsol Philippines, Inc – Iloilo, Philippines).• Planning, coordination and execution of cost reduction projects (server consolidation,managed printing services, contract renegotiation, internet bandwidth optimization).• Development and implementation of Information Security Policy across the company.• Implementation of Avaya’s IP Telephony for the communication between all Nearsol sites(Guatemala, US, Philippines).

Represent the company in negotiating contracts and formulating policies withsuppliers.• Direct and coordinate activities of personnel engaged in buying, selling, anddistributing materials, equipment, machinery, and supplies.• Locate vendors of materials, equipment or supplies, and interview them to determineproduct availability and terms of sales.• Prepare and process requisitions and purchase orders for supplies and equipment• Develop and implement purchasing and contract management instructions, policies andprocedures.• Maintain records of goods ordered and received.• Prepare bid awards requiring board approval.• Participate in the development of specifications of equipment, products, or substitutematerials.• Resolve vendor or contractor grievances and claims against suppliers.• Control purchasing department’s budget.• Review, evaluate and approve specifications for issuing and awarding bids.

IT Procurement for Genpact in Guatemala, Colombia & Brazil. In this role I'm in charge of the negotiation with IT suppliers in US as well as in Latin America with an expanded role as IT Sourcing - Telecom Specialist for the entire Americas region, driving world class best procurement practices to achieve productivity in every purchase (CAPEX), leading the negotiation of new contracts and renewals with an strategic approach to reduce OPEX by constantly identifying & executing cost reduction initiatives. Since I took the role in August 2012, I have been able to achieve +$1MM in productivity

Supported transitions of new customer processes coming to Genpact service delivery center at Guatemala with an IT Project Management focus to ensure that all of the customer IT requirements were delivered on time and as per the customer expectations. I managed and coordinated all kinds of requirements including the local network, MPLS bandwidth, information security, voice infrastructure setup, servers, systems, etc..

Responsible for all IT Voice related infrastructure such as the Avaya PBX, Call Recorders, Dialers, Call Center Reporting systems. Among the tasks I had to do the "Moves/Adds/Changes" while complying with the. Change Management Process and Policies.

Responsible for the Pre-Sales and Engineering of all ECSSA product lines, including Avaya Communication Manager, Avaya IP Office, Extreme Networks Switches, Routers and Wifi, Siemon Structured Cabling, Polycom Videoconferencing, Crestron Automation Systems, Motorola Canopy Wireless Links, Kenwood Radiocommunication.

Responsible for the entire IT infrastructure at Guatemala, El Salvador, Nicaragua and Panama, including Servers, PBX, Network, Information Security, and Software Development.