Luis Carlos Mora Montoya

Experience

• 

  ITS

  Sept 2004 - Sept 2009

  Project Supervisor

  • Supervise team performance: Monitor and evaluate the performance of Contact Center agents, ensuring that they meet established quality and productivity standards.• Provide training and orientation: Provide initial and ongoing training to Contact Center agents, ensuring they are appropriately trained in procedures, products or services, and customer service skills.• Manage scheduling and task assignment: Coordinate agent scheduling and assign tasks efficiently, ensuring equal workload distribution and adequate coverage to meet contact center demands.• Monitor and improve service quality: Monitor and assess the quality of customer interactions, identifying areas for improvement and providing feedback and additional training as needed.• Manage Metrics and Performance: Collect and analyze relevant contact centers data and metrics, such as wait times, response times, and resolution rates, to assess performance and take corrective action when necessary.• Collaborate with Other Departments: Work closely with other departments, such as the operations team, quality team, and human resources team, to ensure effective interdepartmental problem-solving and communication.• Implement improvements and solutions: Identify opportunities for improvement in the processes and procedures of the Contact Center, proposing and implementing solutions to optimize efficiency and quality of service.• Ensure compliance with policies and regulations: Ensure the Contact Center complies with internal and external policies and regulations, such as data protection and customer privacy. Show less

• 

  Integratel

  Sept 2009 - Jun 2022

  • Develop and execute operational strategies to achieve the organization's objectives.• Supervise and manage daily operations, ensuring the efficiency and effectiveness of the processes.• Plan and allocate adequate resources, including personnel, equipment, and materials, to meet operational requirements.• Establish and maintain quality standards and ensure compliance with relevant rules and regulations.• Manage and optimize the supply chain, including the acquisition, inventory, and distribution of products or services.• Analyze and evaluate operational data to identify areas for improvement and make data-driven decisions.• Implement and continually improve operating systems and processes to increase efficiency and reduce costs.• Manage and develop the work team, providing guidance, training, and feedback to maximize performance.• Collaborate with other departments and teams to ensure effective coordination and achieve common goals.• Manage and mitigate operational risks, anticipating and responding to problems and challenges that may arise daily. Show less • Establish and communicate the vision and objectives of the projects.• Plan and organize the scope, deadlines, and necessary resources.• Coordinate and lead the project team, assigning responsibilities and monitoring progress.• Manage the risks and problems of the project, identifying them and taking corrective measures.• Communicate effectively with all interested parties, including the project team, sponsors, and clients.• Track the budget and ensure proper financial management of the project.• Establish and maintain strong relationships with vendors and other external partners.• Evaluate and control the project's performance, ensuring compliance with the objectives and quality standards.• Facilitate conflict resolution and adequate decision-making in the project team.• Conduct a thorough review of the project at completion, documenting lessons learned and ensuring a smooth transition to the next phase. Show less

  • Operations Manager & IT Project Manager

    Jan 2016 - Jun 2022

  • IT Project Manager

    Sept 2009 - Dec 2015
• 

  E2e Technology Solutions

  Feb 2020 - Dec 2024

  • Customer relationship management: Maintain effective communication with customers to understand their needs, expectations, and concerns and ensure their satisfaction.• Supervision of service delivery: Ensure that services are delivered in a timely, efficient, and high-quality manner, complying with established service agreements and standards.• Planning and coordination of resources: Manage the resources necessary for the delivery of services, including personnel, technology, equipment, and budget.• Vendor Management: Establish and maintain relationships with external vendors, ensuring that agreed service levels are met and resolving any issues.• Team performance monitoring: Lead and motivate the service delivery team, present clear goals, and elicit feedback and support to maximize their performance.• Incident and problem management: Coordinate the resolution of incidents and problems, ensuring that procedures are followed, and corrective actions are taken to prevent future incidents.• Continuous service improvement: Identify opportunities for improvement in processes, systems, and services, implementing corrective and preventive actions to increase efficiency and quality of service.• Risk management: Identify and evaluate the risks related to the delivery of services, developing mitigation and contingency plans to minimize their impact.• Reports and analysis: Generate periodic reports on the performance of the services delivered, analyzing metrics and trends to make informed decisions and make improvements.• Project and Change Participation: Collaborate with project and change teams to ensure a smooth transition of new services and changes to existing ones and minimize interruptions in service delivery. Show less • Identify growth and expansion opportunities for the company.• Conduct market research and competitive analysis to identify market trends and needs.• Establish relationships with potential customers, business partners, and key stakeholders.• Develop sales and negotiation strategies to close deals and generate income.• Participate in the design of new products or services, evaluating their feasibility and market potential.• Collaborate with other internal departments, such as marketing and operations, to ensure alignment and success in implementing business development strategies.• Make presentations and persuasive business proposals to attract new customers and business partners.• Identify and use partnership, acquisition, or merger opportunities to grow the company.• Supervise the monitoring and management of commercial contracts and agreements.• Evaluate the performance and results of business development initiatives, and make adjustments and improvements as necessary. Show less

  • Service Delivery Manager

    Apr 2023 - Dec 2024

  • Business Development & Project Manager

    Feb 2020 - Jul 2023
• 

  Sigma

  Jan 2025 - now

  Consultant and Project Manager of IT Services - Information Technologies Central America

  Focused on strategic management and execution of IT projects, ensuring efficient solutions aligned with business objectives. With extensive experience in technology consulting, infrastructure planning, managed services, and process optimization, I lead initiatives that drive digital transformation and operational efficiency.