Improve productivity and minimize costs by coordinating the company's planning, administration, and implementation of Contact Center. Provide specialized contact center systems administration and support.Key Responsabilities:- Development and implementation of Contact Center Technologies including Call Routing, Call Recording, Transcription, Historical Reporting, IVR Solutions, Omni-Channel solutions, Work Force Optimization, and CRM Integrations using Genesys Cloud / Avaya solution- Work closely with team members and other technology teams on managing the health of the contact center integrations with the core telecom system and third-party applications- Support and troubleshoot contact center technologies which include Call Recording/Transcription Applications, Inbound/Outbound Routing Strategies, IVR, Workforce Management, SIP, CTI Integration, WebRTC, Softphones, Genesys Web Browser Extension and Analytics and Reporting- Plan, test, and deploy new Contact Center Functionality and report status to Project Team - Collaborate with peers and other technical teams on the end state design of the contact center platform and telephony requirements- Define and manage user roles and permissions in system to meet our requirements- Define and manage contact center operational reports and business facing reports- Monitor and manage of contact center applications to ensure overall system performance, accessibility and usability- Ensure system changes and requests are prioritized and addressed directly, or with vendor technical support- Provides and coordinates technical assistance, maintenance, and repairs; resolves operational problems while minimizing system downtime and service interruption- Serve as subject matter expert on capabilities of the Microsoft 365 platform and collaboration tools. - Provide management and support of the Microsoft 365 platform collaboration tools- Develop custom business forms using Microsoft Power Apps and Microsoft Forms

Directly responsible for the on-going efforts to improve and optimize internal business processes, as well as those of our clients and prospective clients. Specific job tasks include reviewing, analyzing, and making suggestions for the improvement of end-to-end operational workflows. Additionally, participate in business planning, needs analysis, and business risk assessment, leads process redesign/re-engineering engagements and consults with the customer on how to best support their area through the effective use of process improvement methodology.- high proficiency in creating process workflows and maps- Advanced level skills with Microsoft Office suite of tools including Word, Excel, Visio, and PowerPoint.- Redesigns business processes to maximize quality and efficiency.- Able to provide consulting expertise to stakeholders regarding business process improvements and innovative solutions.- Conducts six sigma projects integrating industry-standard tools in order to establish data-driven solutions.

Responsible for the overall management of Business Process Operation for Contact Center & Telemarketing Sales with 250+ associates. Manage the Business Relation with Client and a 20 Direct Staff from Managers, Supervisors, Quality Analysts and Workforce Analysts.- Responsible for the Unit’s Budgeting and P&L Management - Gross Margin- Responsible to Manage Business relation with Complex Client- Strategic Planning and Execution- Responsible to establish and/or maintain excellent relationship with complex client by assuring to meet Service Level Agreements - Staff Development/Retention & Employee Engagement- Plan/organize new implementations/transitions within the project - Process Capacity Analysis to ensure FTE sizing according Forecasted Volumes - Analyze trends for productivity and quality; implement actions plan to improve them

Responsible for the overall management of New Production Line for Lamps Manufacturing at Juarez Mexico with 150+ associates. Manage the entire Line by leading up the 3 Shift Group Leaders, Technician, Mechanics, Material Handlers and Operators.Responsible for Weekly & Daily Production Planning for 2 Lamp Manufacturing Lines • Analyze, improve & correct shrinkage of production line • Make/Analyze reports for Production Labor, costs for Line (Quality, Efficiency, Up time, Machines) • Coordination of cycle counts and control of line Materials • Constant analysis con line cost reports • Planning the weekly schedule based on optimal sequence, availability of materials, facilities, Line Standards • Perform Line Balancing studies on every work station of the line • Perform cost reduction projects on Production Line • Collaborative work with other departments materials, Planning, Quality, etc… to ensure meeting production goals and deadlines

Responsible for the overall management of Operation Logistics Accounts for Genpact at Juarez Mexico with 60+ associates. Manage the entire project by leading up the 3 Shift supervisors, Tech CSRs, Trainers, New Business Developer, and managing the customer.Responsible to establish and/or maintain excellent relationship with customer by assuring to meet goals of the project. • Plan/organize new implementations/transitions for Logistics Operations in Juarez MX • Conduct weekly meetings with customer • Process Capacity Analysis to ensure FTE sizing according contracts • Reward and recognition programs follow up • Ensure Lean Six Sigma DNA adherence • Lead new customer transitions and implementation • CTQ Revision-improvements • Attends customer call (as needed) • Process improvements - enhancements • Interview new hiring (second pass) • Lead supervisors and Team leader • Lead quality initiative (Lean, six sigma) • Analyze trends for productivity and quality; implement actions plan to improve them • Ensure service agreements are achieved • Reward and recognition programs follow up Logistic Process: Responsible for Logistics operation for Several Automotive Plants in MX in US (Magna, Alcoa, Emerson, Eaton, General Motors, Polaris, Whirlpool, Steelcase). - Managing Inbound and Outbound Freight from Supplier/Plants using different transportation methods (Truck Load, LTL, Expedite). - Scheduling & Monitoring Freight from US, Can & Mexico (including Border Crossing) - Order Management from Suppliers to Plants- Managed all deviations from Plant's Master schedule (changes) and making sure transportation was arranged to deliver freight on time to Plant

Leader Supervisor Responsible for the overall management of Operation Logistics Accounts for Logistics at Juarez Mexico with 35+ direct associates. Manage the day to day Logistics operation for 6 to 10 different Automotive Manufacturing Plants.- Responsible to establish and/or maintain excellent relationship with customer by assuring to meet or exceed metric performance. - Successful transitioned of Several Logistics account to Genpact Juarez location, traveling to customer’s sites In USA and Mexico. (1 month transition each)- Conduct weekly meetings with customer- Reward and recognition programs follow up- Ensure Lean Six Sigma DNA adherence - Lead new customer transitions and implementation

Maintain/developing reporting controls/metric records, constantly seeking new ways to improve processes-Establish measurement to the operational process-Analyzes researches and identifies team service issues-Create and analyze reports in Avaya and Excel for continuous monitoring of the workflow of calls and data of the entire project- Responsible for creating and designing data base & Metrics- Provide timely reports and identify key issues affecting productivity or service levels- Implement with operations staff changes needed in the process to maintain and improve Customer’s critical performance standards- Back up to the Operation Supervisor- Coordination and implementation of customer changes to the process

Responsible for Logistics Department Training new Personal and new customers- Apply certification and training process to new and low performance employees - Develop and coach agents to meet customer expectations - Develop and if required update SOP (Standard Operating Procedures) - Motivational and change agent - Update Customer rules or relevant information - Update the training matrix - Work closely with operations to identify training needs- Responsible for SAS 70 training audit and record documentation

- Arrange transportation for Customer request – Inbound – Outbound Freight from MX and USA- Carrier communication via Email / phone call for Transportation Requests- Route Monitoring to ensure Freight is Picked up and Delivered on time- Work with customer on Urgent Requests – Expedite freight- Work with Custom Broker companies for Border Crossing freight / paper work in and out of Mexico- Send Bids out to carriers to arrange transportation for Least Cost Carriers- Communication to Plants/Carriers/Customer- Participated in Automotive Plant Logistics Process Transition over to Juarez Location, traveling to Saltillo Coahuila for 4 months