Nery E. Kirkilands Email & Phone Number

Monterrey, Nuevo León, México

I oversee and manage all aspects of our call center operations. My responsibilities include:Customer Relationship Management: Strengthen client relationships by delivering proactive, value-focused service with cross-functional collaboration.Portfolio & Demand Optimization: Use analytics and CRM tools to manage demand and identify service improvement opportunities, aligning strategies with client needs.Financial Management: Overseeing the financial performance of the site, managing budgets, controlling costs, and ensuring financial efficiency to meet the company’s financial targets, achieving 9% improvement above Ebitda's target. and a 35% increase in revenue in less than 6 months.Cost Control: Implementing strategies to reduce operational costs without compromising service quality, monitoring expenses, and identifying areas for cost-saving.Client Relations: Building and maintaining strong relationships with clients, understanding their needs, addressing their concerns, and ensuring their satisfaction with our services.KPI Improvement: Continuously analyzing key performance indicators (KPIs) to monitor and improve operational performance, implementing strategies to achieve and exceed targets.OKR Management: Setting and aligning Objectives and Key Results (OKRs) with the company’s strategic goals, ensuring that all team members are focused on achieving measurable outcomes.Operational Excellence: Leading initiatives for process improvement, enhancing the efficiency and effectiveness of call center operations, and implementing best practices.Team Leadership: Managing and mentoring a diverse team, fostering a positive work environment, and promoting professional development. (Marketing, QA, Training, Facilities, Admin, Ops, etc.)

Distrito Capital, Colombia

Drive P&L accountability - work with regional leaders to set the strategy and implement a business plan for the region, including clear financial and operational objectives to achieve annual financial, performance targets and the company financial vision. -Achievement of 4% above GM's target on a monthly basis for assigned accounts-Drives client satisfaction and retention through proactive Operational management, swift problem resolution, and proper management of client requests and internal priorities.Provide strategic direction and leadership oversight for client relationships globally.Resource management for process improvement and key account operational results, improving Service Levels and other KPIs according to internal and client goals.Improved CSAT and Quality results by standardizing coaching and follow-up processes; 15% improvement in less than one month and achieving first place in CSAT among competitors in the third month of the project.Improved Content Moderation accuracy results, going from 85% to 97%, in Gaming and E-Commerce accounts in less than 2 months, and reaching 98.8% accuracy in the fourth month.Development and improvement of control measures with Lean Six Sigma strategic approach to ensure high-performance efficiency in Productivity, Quality, and cost management, creating monetized benefits to the client and the company.

Managua, Nicaragua

Strategic planning, coordination, and execution of new account opening, from coordination with the B2B client, creation of hiring profiles at all operational levels, internal financial statements, and operational analytical execution.Strategic planning oriented towards obtaining short-term results according to the goals and objectives of the account.Creation of action plans that generate higher unit sales to our customer and CSAT, focused on staff development in sales techniques and product management for easy handling of its features.Create and execute CSAT performance improvement projects for JD Power certification for a B2B programPlanning and delivery short-term objectives – Service Level, Customer Satisfaction, First Call Resolution, Average Handle Time, Sales and productivity goals.Forecast sales units according to market behavior, inform the client of this behavior in order to take immediate high-impact measures that generate greater profitability for the company and our client.Create and develop training modules that increase the daily, weekly, and monthly performance of associates.

Managua, Nicaragua

VSM tool developed to help departments to optimize operational performance.DATA Cube creation to standardize, organize all data available for a better digestion and decision taking.Creation of added value with a direct relationship with Key Account Management, through action plans designed to the needs of the client. Analysis of "Big Data" and the development of performance strategies to obtain short-term results and improvement of the company's KPI. Direct the team to obtain the internal and external goals of the company, as well as those of the client.Creation and development of Quality processes of the Collection department in the assigned account

Managua, Nicaragua

The financial approach to each activity carried out at work makes it increasingly enriching, considering the value of each decision so that it generates greater income for the company, satisfaction for my staff, and a constant reduction in costs making a very satisfying and productive day. Prepare the reports of the action plans with the required periodicity, either weekly or monthly, and capture the results, both quantitative and qualitative, to be presented to the general manager. Train and motivate the personnel in charge of carrying out their work better each day. and better than the day before, giving the resources to the same personnel to be more efficient in results in all of their metrics makes us see that really as managers we are also agents of change

Master Of Business Administration (Mba), Finance And Financial Management Services

Bachelor´S Degree In Banking And Finance, Accounting And Finance