Luis Monge

Experience

• 

  Sykes Enterprises, Incorporated

  Nov 2007 - Jan 2016

  • Managed as a Senior Manager position a team L2/L3 mangers overseeing an operation of 200~ individual contributors.• Supported the development and implementation of employee training programs that resulted in improving Voice of the customer and effort metrics by 30%. Keep this track record for 4 years.• Collaborated with Senior sales teams and leadership to develop and implement business strategies to maintain staff tenure, solidify contractual metrics and grow business opportunities. During 4 years of leading this Operation, was able to keep overall 95% compliance on about 15 different metrics and 4 contractual KPI’s. Awarded Top 1 Operation with highest retention and lowest attrition for 4 consecutive years.• Analyzed financial data to identify opportunities for improvement and cost savings. Delivering over a 100% of budget accuracy for over 4yrs. Generated additional revenue from the budget targeted for 2011, 2012, 2013 and 2014. Show less • Lead a team of 5 L3 managers as a L2 manger overseeing an operation of 100 individual contributors• Worked in the development and implementation of Standard Operating Procedures and developed new policies and procedures which were later standardized across all teams (technical and non-technical accounts). • Transitioned the several teams from US to CR (Deployment of New Support Line): Hiring, interviews, Training Coordination, forecasting and initial Volume transition, goal baselining and staffing. Making sure the transition was smooth to our customers and staff.• Analyzed financial data to identify opportunities for improvement and cost savings. Delivering over a 100% of budget accuracy for over 4yrs. Generated additional revenue from the budget targeted for 2011, 2012, 2013 and 2014.• Analyzed customer satisfaction data to improve our contractual KPIs delivery. This effort led to actions that improved and mainlined the customer satisfaction above goal for over 1 yr. Show less • Managed a team of 19 Engineers delivering VPN/WAN and Architecture support for Cisco customers under contract. In this role I was responsible for the delivery against Operational goals, meeting KPIs and SLAs. • Exceeded the main SLA (Customer Satisfaction) over a period of 14 consecutive months. • Led the team’s expansion Project, driving size growth of supported technologies. I managed multiple aspects of the Project from overall coordination to hiring interviews, training and timelines and execution.• Thanks to analysis and findings during the expansion project, improved the existing training material delivered to all new hires coming to the Cisco Technical Assistance Center account. Show less

  • Operations Manager

    Dec 2006 - Jan 2016

  • Operations Supervisor

    Aug 2008 - Mar 2011

  • Operations Team Manager

    Nov 2007 - Sept 2008
• 

  Cisco

  Jan 2016 - now

  Customer Relations Manager

  • Worked in a multi-geography, cross-functional team, supporting an over $5 million dollar contract for a leading 5G mobile phone provider in the US.• Developed process improvement changes that led to ticket reduction by 33% and improved time availability by support groups in a 15%.• Collaborated with several cross-functional teams to ensure project success and timely delivery of products and services.• Drove high level escalations across different support teams to ensure time to resolution and impact to end users was minimal. Show less