Experience

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  Sykes

  Oct 2004 - Jun 2011

  Account manager

  •Streamlined workflow processes to maximize efficiency within the contact center operations.•Implemented innovative technologies to enhance contact center performance and efficiency.•Reached target KPIs consistently by closely monitoring agent performance.

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  Aegon

  Jun 2011 - Sept 2013

  Telemarketing manager

  •Increased telemarketing sales by 35% through the implementation of strategic marketing campaigns and targeted promotions.•Analyzed market trends to develop targeted outreach efforts for potential clients, resulting in a 30% increase in lead generation.•Addressed customer complaints and issues promptly, ensuring satisfactory resolutions for all parties involved, leading to a 15% improvement in customer satisfaction.

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  Eficasia contact center

  Sept 2013 - Nov 2016

  Sub director de operaciones.

  •Enhanced team collaboration through regular communication, goal setting, and performance evaluations, resulting in a 20% increase in team productivity.•Strengthened internal controls by reviewing and updating existing policies and procedures, ensuring compliance with regulatory requirements and reducing risk by 15%.•Negotiated favorable contracts with vendors, achieving 15% cost reductions and improving service quality, leading to a 10% increase in customer satisfaction.

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  Pentafon

  Nov 2016 - Dec 2018

  Director de operaciones.

  •Developed and executed strategic plans for business growth, resulting in a 20% increase in market share and a 30% revenue boost.•Led and supervised a workforce of over 350 employees, providing strategic direction and fostering a culture of excellence and accountability.•Analyzed performance metrics and identified key areas for improvement, optimizing processes across the organization and achieving a 15% increase in operational efficiency.•Managed financial resources with a focus on cost control, achieving $2M in savings without compromising service quality. Show less

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  Chubb

  Feb 2019 - Apr 2021

  Telemarketing vendor manager.

  •Managed vendor performance, increasing profitability by 15% and achieving financial objectives.•Reduced costs by 20% through consolidation of services and strategic partnerships with key suppliers.•Achieved $500K MXP in cost savings via skillful negotiation tactics during contract renewals or termination discussions with underperforming vendors.•Streamlined procurement processes, enhancing efficiency in sourcing, negotiating, and contracting with vendors, resulting in a 25% reduction in procurement cycle time.•Led cross-functional project teams to evaluate and integrate new technologies and solutions, contributing to a 10% improvement in supply chain efficiency. Show less

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  American tower

  May 2021 - now

  Sr. manager / regional customer relations - hispam

  •Spearhead CRM strategy and execution across [7] HISPAM markets, driving double-digit growth in landlord engagement (+25%) and loyalty metrics (+15%) through data-driven, omnichannel engagement.•Optimize and scale CRM operations, implementing predictive segmentation, automation, and advanced analytics, resulting in a 15% YoY reduction in BAU interactions, increasing efficiency, and enhancing customer satisfaction.•Align CRM strategy with overarching business objectives, partnering with C-level stakeholders and leading MNOs to accelerate digital transformation, unlock new revenue streams.•Oversee and enhance enterprise CRM platforms (Salesforce, CLM, SiTerra, Oracle, Web Access), ensuring seamless integration, 100% regulatory compliance, and 99.9% uptime, enabling frictionless operations at scale.•Drive omnichannel CRM innovation, integrating AI-driven insights, hyper-personalization, and multi-touchpoint engagement strategies.•Define and monitor CRM performance metrics, leveraging real-time analytics and predictive modeling to inform executive decision-making, optimize marketing spend, and drive sustainable business impact. Show less