Saul Barrera work email
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Saul Barrera personal email
Experienced Service Desk Manager with a demonstrated history of working in the information technology and services industry. Skilled in Operations Management, Workforce Management, Contact Centers, Management, and Customer Experience. Strong professional graduated from Universidad de Monterrey.
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Fanatical Support ManagerRackspaceMexico City, Cdmx, Mx
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Fanatical Support ManagerRackspace Nov 2019 - PresentMexico City Area, MexicoWe’re a Leader in the Gartner Magic Quadrant for Public Cloud Infrastructure Professional and Managed Service Providers, Worldwide 2019 -
Operational Planning And Logistics ManagerBanco Santander Mexico May 2018 - Mar 2019Querétaro Area, MexicoOperational planning for over 4.5K call center employees in Queretaro and Mexico City • In my first month I was able to meet SLA for Select and Premier cells for first time for 2018 • Made the recommendation to change 50 plus schedules that resulted in a 20 point SLA gain and abandon reduction for Mid and Mass business cell • Sizing for the rest of 2018 and 2019 for Select, Premier and Mid and Mass business cells • February 2019 took over the administration of the whole call center incentives, bonus and structure administration for all the call center areas -
Service Desk Senior ManagerCompucom Feb 2014 - May 2018Mexico City Area, Mexico(Rockwell Automation, AECOM, Levi´s, Hanesbrands, Axiall, Allstate, Innovapost, Intel, Hubbell, Quick Trip, TransCanada Pipelines, Adecco,VSP) Feb 2014 to May 2018 • Overall productivity (contacts per associate) of the accounts assigned to my teams ended 11% above target for 2016. My teams are the top performers company wise • Successfully executed the transition for TransCanada Pipelines increasing the headcount in Mexico City by 80% after 2 months of operation • GM for 2016 consistently above plan, mainly due to efficiencies on productivity (cross-trained teams, focus on adherence, absenteeism and attrition) • 97.1% SLA´s attainment of all accounts for 2016. • Leader of the WAHA and BCP program for the Mexico City Service Desk • Reduced attrition by 30% for 2016 • Under my leadership I´ve successfully developed 5 Team leaders/Tier II to the Operations Manager position as well as 2 managers to the Sr. Service Delivery Manager position. -
Sr. Operations ManagerSitel Apr 2010 - Feb 2014Senior Operations Manager with 10 years of experience in the CCO industryWorked for a company with over 30,000 employees in 25 countriesExpert in conducting teams to achieve operational goals as well as complying with revenue/cost/margin and EBITDA company requirementsLead teams of up to 18 direct reports with over 600 indirect reportsFluent in Spanish (Native) and English -
Operations ManagerSitel Oct 2005 - Mar 2010Member of the core team that launched the DIRECTV campaign in Monterrey (Nov 2005)Management of 9 DIRECTV coaches plus the WFM team 2 Work Force Coordinators, 2 interns and 1 report analyst (until October 2006)As a part of the Management team we kept attrition as the lowest in the regionMy team of coaches won top performance in the DIRECTV account in 8 out of 12 months in 2009
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Workforce Management ManagerSitel Nov 2004 - Sep 2005On site scheduling (before the schedules were done at corporate offices).These gave the company more flexibility and control over the process. Having more efficiency plus matching the needs of the company with those of the agentsCloser contact to Continental central operations. Guiding us to a better understanding of their business and helping to take common decisions for the intraday performanceReleased the supervisors of activities such as monitoring the queues, contacts with central operations and reporting. Leaving coaches more time for coaching, mentoring, improving quality of their agents, etcImproved the adherence of the agents by team working with supervisors and operations managerOn site planning of hiring needs, FTE's mix, sizing, forecasting. Being more efficient and responsive to the needs of our clients (internal and external)Member of the WFM team that established the processes for the Resource Optimization Center for Sitel
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Workforce CoordinatorAxtel 1999 - 2004
Saul Barrera Skills
Saul Barrera Education Details
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Bachelor'S Degree In B.A.
Frequently Asked Questions about Saul Barrera
What company does Saul Barrera work for?
Saul Barrera works for Rackspace
What is Saul Barrera's role at the current company?
Saul Barrera's current role is Fanatical Support Manager.
What is Saul Barrera's email address?
Saul Barrera's email address is sa****@****com.com
What schools did Saul Barrera attend?
Saul Barrera attended Universidad De Monterrey.
What are some of Saul Barrera's interests?
Saul Barrera has interest in Health.
What skills is Saul Barrera known for?
Saul Barrera has skills like Forecasting, Team Leadership, Management, Workforce Management, Coaching, Operations Management, Financial Analysis, Bpo, Call Centers, Call Center Development, Team Building, Team Management.
Not the Saul Barrera you were looking for?
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Saul Serrano
Mexico City Metropolitan Area -
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