Pedro Cuevas

Pedro Cuevas

Interest

Coaching Grade school Soccer

Volunteering for the local Boys Scouts

Camping

Music and Reading

Summary

As an enterprising CRM Executive from a large global company (Accenture), I bring a blend of advanced knowledge in Product Management, Business Analysis, and Operations Management in a large call center environment.In advance, you will find that I have the ability to craft swift turnarounds for troubled departments; put into place reorganizations for under-performing departments; train all users of the department, and deliver technology solutions to run the departments more efficiently for our global community.

My core competencies, include:

·Broad and deep technology expertise (i.e., software, storage systems, CRM, data warehousing,                    Business Intelligence, hardware, networking, consulting, managed services, outsourcing, and software      development)

·Background and ability to architect solutions by mapping internal/external customer’s problems to an        end-to-end solution that utilizes my personal expertise through having led, partnered, and delivered            solutions by engaging senior level decision-makers as it relates to agility, business value, and                      technology solutions

·Manage the complete lifecycle of large and complex projects helping customer account teams identify,     pursue and close strategic business development opportunities while continually driving add-on                   business within existing projects, achieving targeted goals through the in-depth understanding of the         market-place, conditions, and personal ability to obtain buy-in of all internal internal/external clients

·Strategically align teams into the company vision by hiring, training, mentoring, and motivating team to     meet and exceed budgets, goals, and implementation targets; personally able to set the strategic plan,     create the forecast, model high standards of service, and provide direction to ensure continuous                 improvement of the customer experience throughout the process implementation

In additional to my outstanding leadership, my strengths included excellent business management skills, solid marketing instincts, an innovative mindset, a knack for problem solving and, the ability to build lucrative alliances with key business partners.Strategic in approach, and single-minded in achieving goals, I have established a proven track record in maximizing bottom-line performance that delivers measurable and meaningful business results and profitability.

Objective

I seek to work for an organization, which strongly believes in, and promotes Team spirit among its employees and where I can best utilize my skills in operation management and interpersonal relationships, plus allow me to share innovative ideas and devise winning strategies for the organization.

                    EMPLOYMENT EXPERIENCE

Over 11 years of managerial/supervisory experience in CRM/Shared Services for Accenture managing projects of varying complexity, scope, and size, managing vendors, and budget managing.

Work History

Work History
Mar 2000 - Apr 2011

Procurement Services Supervisor

Accenture

ACCENTURE, Chicago, IL2009-2011

Project Management Business Analyst

·Provided full support to Project Managers and Operation Stakeholders

·Clear understanding of business process management and business requirements of the customers and translating them to specific software requirements.

·Ensured that the recommended solution was commercial yet competitive.

·Documented and analyzed the required information and data.

·Solid understanding of technical designs as well as the specifications.

·Evaluated information gathered through workshops and surveys, business process description and task analysis.

·Effectively communicated with internal teams and external clients to deliver functional requirements like, screen and interface designs.

·Very strong technical skills coupled with business intelligence and a deep understanding of customer's needs so that they can be transformed into application and operational requirements.

·Acted as a liaison between business units, technology teams and support teams.

Transition/Implementation Lead2007-2009

·Provided support to Project Managers in the transition of business operations from high cost locations to low cost locations.

·Supported the day to day issues encountered within the transition.

·Managed complex problems, provided technical expertise and assistance.

·Worked closely with receiving operating team on training and complex support issues.

·Provided documentation solutions for defined methods of working and daily operational procedures.

·Provided points of contact from 2nd level Support and lead group in the Incident Recovery Team (IRT) to recover major incidents.

·Interfaced and represented Transactions FX Implementation and Support team organization for the following groups: operations project manager, Site Operations manager, and Service manager.

·Worked with the Project Manager in setting and committing to milestones and dates within the project planning process. Represent Implementation and Support at project commitments and ongoing project review sessions ensuring that Implementation and Support team is aware of and is successfully delivering on project commitments.

·Escalated and resolved problems before committed dates are missed or when project circumstances jeopardize operational supportability.

·Ensured each Implementation and Support team member is clear on their associated role, responsibilities, and deliverables and budgeted hours for each project.

CRM  Supervisor2000-2007

·Managed teams ranging in size from 4 to 15 FTE and 5 contractors. Interpreted day-to-day business objectives and prepared/executed operational practices, work programs, and projects. Developed effective relationships with senior functional and institutional stakeholders built on a deep understanding of the vendors and products/services.

Reviewed all incoming work for clarity, provided clear work directions Team Members.

·Demonstrated expert knowledge of processes and related systems to effectively perform responsibilities.

Managed workloads to ensure even distribution of responsibilities. Performed and/or ensured completion of quality review check on outgoing work

·Identified and assisted with development of support materials for team use, e.g., training manuals, job aids and views in databases

1992 - 2000

Assistant Director of Security/ Assistant Facility Director

Palmer House Hilton

Assistant Director of Security

·Ensured the safety of guests and team members and the security of the property

·Trained team members and ensures full compliance with all corporate guidelines and local, state and                  federal laws and regulations regarding emergency management, loss prevention, safety and security

·Interviewed, trained, supervised, counseled, scheduled and evaluated staff

·Served as liaison with local law enforcement and leads investigations of accidents, thefts, property loss,              etc.

·Wrote and assisted in the administration and accuracy of all required reports and documentation

·Monitored and reported on all workers compensation cases and forwarded the information to OSHA

·Maintained logs of electronic lock systems and key assignments

Assistant Facility Director

·Provided support for the Convention Service and Catering departments

·Directed the set-up and breakdown of all meeting, dining rooms, and dining halls

·Collaborated with the Convention and Catering managers to ensure all requests and changes were                    properly executed

·Processed and maintained records of payroll and vacation requests for the staff

1990 - 1992

Operations/Sales Manager

Peace Center Tours

Operations Sales Manager

·Managed tour company that specialized in domestic and international tours

·Negotiated contracts with airlines, hotels, and ground transportation companies

·Coordinated flight schedules; confirmed ground and hotel arrangements with clients and local contacts at                each destination

Education

Education
Aug 1985 - May 1987

Associates

Wilbur Wright Jr College

Skills

Skills

Managerial/Supervisory experience

  - Cost Management                                                    - Global Call Center Operations Management   - Resource Management                                            - Operations Excellence & Management   - Client Relationship Management                       - Demand Management   - Operating Level Agreements                                - Quality Process & Improvement   - Change Management                                              - Service Level Agreement (SLA) Management   - Contract Compliance Execution                          - People Enablement   - Global Call Center Management    - Procurement Services Management