Summary

Experience working with 2 Fortune 100 companies.

Dynamic and proactive leadership in several areas within the call center industry. 

Work History

Work History
Mar 2008 - Present

Program Director, America

TeleTech

Responsible for work in 4 different countries (Canada, US, Mexico and Argentina), supporting 4 different languages (English, Spanish, French and Portuguese).

Financial and Operational responsibilities in different countries.

Best in class for 3 different sites out of the US, Argentina and Mexico.

Responsible for support provided to all spanish Latin America support, from Argentina to Mexico.

Jan 2006 - Feb 2008

Senior Operations Manager

TeleTech Holdings, Inc

Responsible for various group within the organization that went from customer service, to Tier 1 and Tier 2 Tech support, to Case manager escalations.

Leon ranked in 1st place out of several partners for Tech support for over 1 year.

Point of contact within TeleTech and client to establish operational and financial targets.

Responsible for creating financial forecasting to be reviewed with Executives in Corp offices.

Assisted deployment for expansion sites supporting the same program in 9 different sites accross 6 countries, including Philippines, Malaysia, Argentina, Canada and US.

Supported for 2 months Launch of new site in Birmingham, AL.

Direct Operational and Financial Management and Responsibility for both sites Leon and Birmingham.

Oct 2004 - Dec 2005

Operations Manager

TeleTech Holdings, Inc

Direct management of a headcount of 18 supervisors and 300 customer service representatives and technical support representatives.

18 direct reports

Drove Customer Satisfaction scores from low 60s to 90% scores in 4 months.

Drove sales totals from $150,000 to $800,000 in 5 months.

Increased CSR (Revenue Generation) staff from 100 to 180 by August 05.

Created and implemented Agent scorecard on Customer Service, Technical Support and Sales after Service metrics. 

Reduced absenteeism by 10% in less than 2 months (determined by minute).

Education

Education
Jun 2001 - Jul 2003

5 Semesters

UNIVA
Jun 1999 - Jun 2000

1 year

Universidad Iberoamericana Leon

Certifications

Certifications
Aug 2002 - Present

TOEFL Certification

Berlitz
Jun 2000 - Oct 2000

TOEIC certification

Pacific Gateway International College - Vancouver, BC.