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Customer Operation Performance & Quality Manager at Atento Czech Republic Phone: + Mobile Adress: Prague Czech Republic IM: mesb Skype E mail: Language: English Advance/Spanish Native/Czech Basic Residence Status: Permanent Residence Certifications International Certification Lean Six Sigma Black Belt ISSSP IECS Group BPR Lean & Six Sigma. In Progress Mexico with U.S Acreditation International Organization for Standarization ISO Auditor CLPR Germanischer Lloyd Certification. November Czech Republic & Mexico Customer Operation Performance Center COPC Registered Coordinator Kenwin Customer Operations Performance Center Inc. June Spain Education Universidad Católica Andrés Bello Master´s Level, Business Administration Specialties Leadership and management skills Ability to build and manage teams The ability to interact with clients, senior management and staff Solving problems of high complexity Resultsoriented International project management Business development sense Self development Development of training manuals. Experience Quality & Process Manager at Atento July Present Manage and Lead the implementation of transversal Quality projects in the Czech Republic reporting to EMEA Regional Director. Manage the Customer Client Satisfaction Metodology and develop action plan to improve the performance obtained by Deep Surveys. Advise and support Bussiness Operation Management Team, focus on improvement of company&;s KPI Quality, Sales, Time, Satisfaction,others. Design a comprehensive system to simplify HR tasks. Prepare and Audit ISO Standard :. Lead and develop the Six Sigma Project, basic on DMAIC Methodology. Develop and control action plans to improve COV and Projects P&L.
Customer Operation Performance Manager at Atento January Present years Manage and develop teams to ensure new operation plans, policies, procedures. Manage the implementation of new methods COPC and evaluate alternative business solutions and sales strategies. Design and create business strategies and action plans to achive KPIs and clients expectations. Define ways to increase internal client satisfaction. Control and manage financial indicators to increase revenue and profitability, and reduce costs. Achieve SLA targets in all business areas HR, Planing & Control, Quality, Financial & Operation. Manager interntional projects and ensure that all departments are well informed. Standardize corporate project management system; implement, monitor, and enforce corporate policies and procedures. Provide senior level resolution to external/internal clients. Sales Administration Manager at Kresus Publicidad C.A. December years Responsable for buying and selling materials based on each Project. Acquisition of new customers. Develop a business plan and sales strategy for the market that ensures attainment of company. Writing reports for senior management finances, staff performance, service development or an annual review. Responding to customer enquiries and complaints. Support of defined customers and projects analyze the customers needs. Evaluate costs and profitability of the company. Purchase order generation. Payroll processing & Inventory control. Cost control and billing. Develop and implement new administrative systems. Business Operation Project Manager at Atento Venezuela S.A years Implementation of Inout mobile services to Movistar Telefonica. Responsible for direct supervision, feedback, coaching and team of Senior Supervisor, operational supervisors FTE. Assessment, diagnosis, monitoring and management of each service management system, according to the parameters established in the contract with the client SLA. Planning and strategy development along with an area of quality to ensure compliance with the objectives Client Satisfaction. Providing monthly analyses of performance trends and recommended solutions for each area having downward cost trends. Control the staffing and scheduling plan to ensure the budget accuracy. Development and implementation of action plans for monitoring specific indicators turnover, absenteeism and motivation. Capability to improve the sales level of activations of value added services and upsell additional services to existing customer.
Call Center Supervisor to Sodexho Pass SodexhoAlliance at Atento Venezuela S.A year Supervise the operations of Department of Commerce consulting affiliates, food production quotas, Line Consultation recipients of telephone service card transactions and checks for food, Information Area Production and Distribution. Inbound/Outbound/Back office Processes. Call Center Supervisor to Provincial Bank BBVA at Atento Venezuela S.A year Integrated Telephone Banking Services, Department of Credit Card Authorization, Client VIP Area, Line of Retail banking institution affiliated with the Department of Locks and Preventing Fraud, Collection Services, Marketing of insurance policies. Sales and Inbound Phone and electronic transactions/ Retention Transactions. Interests Organizational development, strategic planning, Six Sigma Standard, photography, games, business, psychology, reading, squash.