Daniel Macías Jaraba

Experience

• 

  Convergys

  Apr 2012 - Dec 2012

  Bilingual Customer Service Representative

  • CSR for AT&T SBEUC• Perform billing functions such as bill explanation, handle payments and solve general billing issues.• Provide accurate and appropriate information in response to customer's inquiries.

• 

  Teleperformance

  Apr 2013 - Jun 2013

  Customer Account Executive

  • CAE for Comcast IP Repair• Provide technical support and resolve customer's issues efficiently.

• 

  Sitel

  Jul 2013 - Nov 2013

  Customer Account Executive

  • CAE for Comcast IP Repair• Provide technical support resolve customer's issues efficiently.

• 

  Teleperformance

  Jun 2015 - now

  • Manage and direct multiple clients within the Retail Industry overseeing 700+ FTEs generating over $10 million in annual billing.• Developed and implemented strategic plans to optimize operational efficiency and cost-effectiveness.• Exceeded contractual KPI goals through process improvement and team empowerment.• Collaborated closely with business development to identify and secure new client opportunities, resulting in the successful implementation of multiple high-value programs. • Cultivated and maintained strong relationships with key clients to ensure ongoing satisfaction and business growth.• Proactively addressed client concerns and issues, resulting in increased client retention.• Collaborated with cross-functional teams to deliver exceptional client experiences and meet contractual obligations.• Implemented innovative technologies and systems to enhance operational performance and customer experience.• Conducted performance evaluations and provided coaching and development opportunities for employees.• Managed and optimized the contact center budget to achieve financial targets and increase profitability Show less • Manage and direct different lines of business from one client overseeing 500+ FTEs • Build a strong trust relationship with the client that promotes TPNSN as a vendor of choice through proactive communication and delivery of performance expectations.•. Align the Subsidiary and Client objectives to the Tactical Plan strategy and assure the effective execution by set the checkpoints with the ACMs team• Manage and prepare results reviews for the stakeholders as the main responsible of the account's performance (Client's and Teleperformance's wise)• Yellow Belt Six Sigma Certified Show less • Develop and grow the business relationship with our Client by managing and driving performance according to the Client needs• Develop middle management and leadership skills in the business unit by proving coaching, feedback and direction on a regular basis. • Comprehend all service level agreements outlined in client contract and coordinates with internal teams to deliver on performance and financial expectations including proactive management of all bonuses and penalties.• Analyze, identify impacts root cause and develop actions to control Gross Margin results vs. financial projections. Show less Assistant Contact Center Manager for Comcast IP Repair (1 year)• Operations manager overseeing over 90 employees including a staff of 8 supervisors and 80+ agents (70+ FTEs).• Organize, plan and implement strategies to achieve operational goals.• Managing budgets and costs effectively in respect of the planning process.• Coach and develop Team Leaders to maximize effectiveness of the operational results and maintain a consistent performance month over month.• Responsible of maintain discipline among employees and motivate them to improve performance.Assistant Contact Center Manager for Cricket Wireless Voice (1 year)• LEAP Certified• Partially responsible of the financial indicators and encouraging the revenue growth• Coordinate internal project to determine the best utilization of resources to increase customer satisfaction• Provide assistance with potential client visits by demonstrating expertise with the operational standard process • Ensuring that communication between departments is ongoing and utilised to maintain an environment of continuous improvement. Show less • Team Leader for Comcast IP Repair • Achieved TOP Supervisor - Nearshore TP Colombia during Q3-2016• Ranking #1 during 6 consecutive months• Provide direction and guidance to the team with the purpose of achieving client's goals.• Demonstrate consistency on performance and quality based on TOPS (Teleperfomance Operational Processes & Standards).• Develop strategies focused on process improvement based on Six Sigma methodology to ensure outstanding performance by team members.• Develop CAE's knowledge and skills by providing coaching based on GROW model and RCA (Root cause analysis). Show less

  • Director Of Operations

    Feb 2022 - now

  • Account Manager

    Apr 2020 - Jan 2022

  • Junior Account Manager

    May 2019 - Mar 2020

  • Assistant Contact Center Manager

    Apr 2017 - Apr 2019

  • Team Lead

    Jun 2016 - Mar 2017

  • Customer Account Executive

    Jun 2015 - May 2016