Human Resourcces Director for Mexico & Spain, Human with 19+ years of experience in managing TALENT ACQUISITION for service, reservations, collections, IT, administration, accounting, call center & contact center (recruitment and selection); TRAINING and ORGANIZATIONAL DEVELOPMENT (change management, transformation, implementation of different programs, NOM035), internal CORPORATE COMMUNICATIONl, EMPLOYEE RELATIONS (knowledge of mexican and spanish labor law, compliance, negotiation with labor unions), PERSONNEL ADMINISTRATION (headcount, attrition, turnover, hiring, tenure, payroll, BENEFITS & COMPENSATION management, SECURITY and OCCUPATIONAL SAFETY & HEALTHY, PROJECT MANAGEMENT, BUDGET PLANNING, good knowledge of the tourism and timeshare industry, experienced on call center & contact center operations, human operations. Very analytical and a decision maker based on KPI´s and metrics in every HR process optimyzing them to add value to the organization.

Recruitment and Selection for new points of sale Training & learning (DNC, instructional design, trainings, Budget control, kpi´s, reports, etc.), Organizational Development (climate surveys, performance appraisals, focus groups, internal communication, kpi´s)Operational & Administration.(CRM, Call Center, Front & BackOffice, financial kpi´s and repotings)

Responsible of all Call Center Human Factor processes throw all chain of value, providing close directions and coaching to 10 Divisional Managers, 3 floor Managers, 3 Supervisors and 50 executives focused in gaining a better performance in all areas such as Recruiting & Selection, Training, Retention, O.D. to assure Talent acquisition, development and replacement charts for VIP accounts such as: American Express (Travel division), Philips Healthcare, Phillips & Funai and Toyota; achieving the impact on HR processes alignment and b2b relations.

HR & Talent Mgr. of 100 headcount having full responsibility of all internal HR chain; assessing other companies in Themes related to Call Center & Contact Center industry, HR Coaching, Training, Consultancy, Organizational Development, Change Management and Auditing some processes related to. Responsible of internal and external training detection process, instructional design; migrating to e-learning methods through LMS and webinars, recruiting and selecting trainers and facilitators for diverse programs, signing a joint venture for Diplomas and Masters with the most well-known universities in Mexico.

Contact Center Solutions Co-manager (2005 – 2007):• Led 6 Supervisors and 120 Executives• Proposed a strategy to gain the unification of the chain value, migrating Collections to a contact center to fusion it to Cash processing, Control desk and Member Services.• Achievements: 98% collections recovery; Service Level 87%, ASA 14 sec, ATT 240 sec• Reduced to 72 hours the cycles invoicing mailing every year and the invoice service in 4 hours• Reduced attrition and turnover to 7% providing associates mobility within my own departmentHuman Resources Latin America Regional Training & Development Supervisor (2001-2005):• Responsible of the Regional Training Detection Needs, Annual Training Plan, Forecast and Budget for 1,500 Latin America associates reporting to a Director of HR.• Facilitation of the process of “train the trainers” Regionally, resulting in savings for the organization• Instructional design as well as the implementation and impartation of various courses, LMS, e-learning• Standardization of the Organizational Development Plan helping to position the company into the 37 ranking of the Best Place to Work• Supported in revitalizing and change Mgt. processes, helping other managers and areas to position their strategies establishing a recognition program• Implemented Ethics and Values program for all levels in the entire Region reaching 100% of the goal attendance • Led Personal Opinion Surveys, Employee Satisfaction surveys, Performance Appraisals to translate results into feedback for the entire organization and HR decisions and strategies• In Personnel Administration gained the automation of reports, processes and procedures through ERP Lawson system • Participation in employee termination processes, exit interviews and outplacement processes • Carried out an organizational restructure, reducing staff by 20% without any negative impact on the work climate