Moises (Mark) Ledesma

Experience

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  DEORO S.A.

  May 2006 - May 2007

  General Manager

  Contracted for 1 year as a General Manager to re-structure an under achieving jewellery factory with over 300 employees.Products were mainly exported to the U.SRe-negotiated contracts with large distributing companies in the U.S, improving and solidifying existing business relationships.Created a sales force and developed a new national market for a new line of products.Expanded the number of clients working with large distributing companies in New York and established new relationships with large retail chains in the U.S.Improved employee satisfaction by 22%. At the end of 2006, we achieved a company record of 91%.Optimized production processes, reducing production loss of raw materials (Gold) from 2.3% to 0.65% in 1 year. Improved sales by 18% in 12 months with growth projections of 26% for 2008. Show less

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  Dell Inc - Volkswagen of America

  Jun 2007 - Dec 2012

  BPS Manager

  ● Led top performing team of 25 representatives in the national Call Center, exceeding expectations in average handle time by 19% and CSAT by 12%.● Exceeded quality standards, measured by weekly reviews, through coaching, monitoring, and developing the team through continuous follow up with one-on-one meetings.● Created a quality program for the entire Spanish-speaking team which increased performance and retention by an average of 11% per year.

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  Blue Cross Blue Shield of Michigan

  Dec 2012 - Aug 2018

  ● Lead for 42 direct reports within our division responsible for Production, Customer Care, Quality, and Training Departments. ● Implemented over 25 mid to large projects with 100% deadline adherence.● Achieved 57% production improvement through strategic planning and implementation. ● Improved response time by 35% in the phone area by setting new standards. ● Increased productivity by adopting/implementing a new documentation system (MACESS).● Revamped Quality and Production manuals, creating a clear path to success and accountability. Show less

  • Leader II - Provider Enrollment Data Management | Operations Management | Process Improvement

    May 2014 - Aug 2018

  • Customer Service Team Lead | Blue Care Network

    Dec 2012 - May 2014
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  Dynamic BDC

  Sept 2018 - Apr 2020

  Department Manager - Quality and Process Improvement Manager

  Dynamic BDC, Troy, MI Sep 2018 - April 2020Department Manager/Quality Manager/Process Improvement Manager● Call Center Operations Manager, responsible for more than 300 employees.● Exceeded goals by 125% on the most important Operational KPIs, such as Average Handle time, and Outbound Success Rate.● Achieved success in a competitive market by restructuring operations with modern platforms like upgraded Five9 tools and implementing Ulysses Call Strategies.● Re-organized all activities related to recruiting, hiring, onboarding, and developing of managers allowing the team to grow by more than 35% while improving retention by 15%. ● Created, developed and implemented a complete Quality Program.● Led and implemented all Process Improvement projects which lead to a 28% increase in efficiency in 1 year. Show less

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  Trustmark

  Apr 2020 - Apr 2022

  Associate Director of Customer Service

  ● Improved efficiency 22% by restructuring the Supervisor role to eliminate redundant administrative activities.● Enhanced efficiency 35% by restructuring the Senior CSR role and creating a daily activity calendar to guide important functions at appropriate times.● Increased CSR productivity by 17% through a sound call strategy and rewards and recognition program.● Achieved 100% success rate on implementation of several projects by following strict project management methodologies.● Boosted overall productivity by 28% by presenting clear goals and outlining specific strategies to achieve each task.● Exceeded company goals on 5 of the 7 quarters in the position with less headcount than initially inherited by creating and maintaining a lean and efficient operation.● Elevated employee satisfaction by 16% with clear expectations, direction and rewards and recognition program for more than 100 Customer Service Representatives.● Optimized efficiency and key performance indicators by engaging periodically in level-down meetings to motivate and bring uniform expectation awareness to the entire workforce.● Reduced cyclical workload increases while maintaining operational stability by hiring temporary employees during peak times. Show less

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  MaxBiz Enterprises

  Apr 2022 - now

  President of Operations and Business Development

  In this role, I strategically lead a business model that arranges the selection, valuation and acquisition of small businesses, improves their operational efficiency, and increases business value for future sale. As the President of Operations and Business Development, I lead a team of vice-presidents, directors, and business analyst managers, responsible for executing the ambitious business plan and bring the right businesses to the front to achieve short and long term goals. In this start-up operation my main responsibilities include:• Strategy development and goal setting to meet the annual revenue requirements.• Develop and control departmental budgets.• Ensure team development while adhering to company culture.• Active involvement in business acquisition negotiations.• Active involvement in acquired business goal development and KPI controls.• Lead the operation management executive team ensuring revenue progression is being met.• Ensure all teams are following the prescribed methodologies to improve efficiencies and live in the spirit of continuous improvement.• Hold monthly meetings to analyze revenue stream progression.• Responsible for the development and update of all business processes related to the acquisition and business improvement.• Oversees the Call Center Operation and works with the VP of Marketing to ensure alignment with Operations.• Involved in the selection, interviews, onboarding and development of Operation Directors, Marketing Managers and Call Center Leadership.• Executive Ambassador of our Diversity, Equity and Inclusion team.Skills: Executive Management, Business Development, Strategic Leadership, Continuous Improvement, Team Development Show less