Roberto Robles Email & Phone Number

Hermosillo, Son., MX

Mexico

Worked intimately with several departments to help drive the customer's definition of success within RingCentral's UCaaS products. As a CSM, I was the main point-of-contact for them to ultimately prevent & predict potential churn of the customer's Monthly Recurring Revenue (MRR) that they bring to RingCentral; I managed accounts within the Mid and.

Guadalajara, Jalisco, Mexico

Acted as the main point of contact (POC) for Real Time Analysts within India and Mexico to make sure the overall forecast goal across over 12 contact centers is met, as well as provide periodic reports to US management. During my time in this position, I created and optimized an outage incident tracker within Teams and an Excel sheet to go alongside it to.

Monterrey, Nuevo León, Mexico

Provided assistance to Mexico, Guatemala and El Salvador operational management by coordinating the proper IT and maintance resources to get to the resolution of outages inside the company and reduce downtime as well as monitoring SolarWinds and creating alerts to keep an eye on servers and data centers.

Hermosillo, Sonora, Mexico

Executed forecasts and balanced volume to fulfill contractual, service level, operational and financial objectives and provided periodic reports to management and operations containing performance data for visibility and decision-makingDuring my time in this position, I developed a plan redesign for decreasing learning curve for newcomers and created excel.

Hermosillo, Sonora, Mexico

In charge of a group of over 20 call center representatives, aligning them to the KPIs goals in order to improve and provide a better experience to customers, as well as managing their payroll, maintaining moral and making sure we had a clear communication and collaboration among everyone.