Head Of Client Management

• Mar 2018 - Present

-Main responsibility for the P&L of strategic accounts.-Ensure the success of the client partner team and overall client relationships.-Member of the International commercial team for Multilingual projects.-Responsibility for contract negotiations (existing and new clients).-Directly responsible of managing strategic clients and account management.-Responsible for answering RFIs, RFPs and Quotations for new clients.-Pricing negotiations, changes in commercial schemes, discounts.-Business development strategy with existing clients.

Operational Planning, Control & IT and Special Project Manager

• Jun 2016 - Feb 2018

-Directly responsible of Business Analytics, controllers and IT lead.-Leader of Budgeting process and Business plan with 3 years vision.-Supervision of Budget fulfillment and correction plans if needed.-Monthly forecasting and pre-closing of Revenues and Margins for all company.-Rolling Forecast presentations to corporate group level.-Productivity improvement strategies and KPIs monitoring to Operations.-Variable cost analysis, control and monitoring in company level.

Project Manager

• Jan 2015 - Dec 2017

-3 years Project management for innovation product inside of Horizon 2020 EU Research and Innovation Bison Project.-Management of resources according project development needs and targets.-Member of the consortium Bison project related to speech technologies research and big data-Yearly presentations to European Commission council in Luxembourg, proving live results of continuous development of the project.-During the 3 years duration of the program, several International presentations were held to demonstrate product to potential clients.

WFM & Reporting Manager

• Mar 2012 - May 2016

-Lead of WFM area, responsible for Planning supervisors.-Responsible for capacity plan up to 1000 customer representatives in 9 sites.-Coordination of hiring and training plans.-Forecasting, simulations, scheduling tools, shifts distribution system.-Lead process of KPI's and reporting data warehouse unification.-Creation of Reporting system for several clients and internal areas.

Operation Manager

• Jan 2011 - Mar 2012

-Operation management for a site with 200 agents (customer care, Telesales and Backoffice activities).-Leader of Project Managers for different clients and type of operations.-Assurance of implementation and execution of plans towards achievement of target KPI's and sales.-Strategy development focus in operational performance, sales, quality and people development.-Responsibility for support areas such Quality & Training.-Definition of strategy and deployment for an efficiency improvement in site

Planning Manager

• Jan 2009 - Dec 2010

-Expat transfer from Mexico to Atento Spain and Czech Republic in order to deploy the know-how and implement planning department in Prague.-Implementation of Support areas such Workforce, Financial Planning, Financial Controlling and Reporting-Selection of team members for the new areas.-Responsibility for the variable cost (Operation Margin) of the company.

Quality Coordinator

• Jun 2006 - Nov 2008

-Leader of Quality specialist team (10 members) directly supervisor Quality performance in our services (FCR, NPS, FOC, Fatal Error).-Quality performance evaluation of main KPIs related to contractual services with main clients (BBVA, Telefonica).-Implementation of Quality assurance model based on COPC standards.-Internal Auditor ISO 9001:2000 certificate by AENOR.-Responsible for Annual satisfaction Survey Management.-Implementation of systematic procedures and actions to correct deviations in our performance and processes find during audits (DMAIC, Pareto, Correlation.

Operation Supervisor

• Mar 2004 - May 2005

-Directly responsible of team of Customer Service Representants (15 members).-Daily supervision of team members and their performance evaluation according main targets and KPIs. (Service levels, NPS, FCR, Productivity and efficiency.-Action plans to reduce the % Attrition and % Employee satisfaction.-Sales orientation and motivation plans, development of variable payment scheme for the team.-Training and development of team.-Deployment of action plans created by Quality team to correct deviations in performance.

Telesales Representative

• Jan 2003 - Feb 2004