Experience

NCR Retail

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Operations Leader

  • Jan 2022 - Present

  Customer Operations Leader.- Single Point of contact fot client.- Billing- Procedure review- Operations leadership for current and new projects.- Helpdesk and Onsite coordination.- Worldwide account

• Account Relationship Manager and Analyst

  • Feb 2019 - Jun 2022

  Initial role was to develop and enhance the Helpdesk for International Support. At the same time, there was a need to improve procedures, both for the HD as well as the onsite support teams as well as to analyze the initial project status and improve it in as many areas as possible.- Review procedures for the International Helpdesk and ensure it is adapted to the level of support and the tools that have been provided. Obtained HD ticket reduction in 60%.- Analyze the main KPIs agreed with the client and ensure that they are maintained and, if possible, improved. - Improve support times for both HD and on site technicians.- Gather information on current technical issues with the CEs, report them, and embrace on possible solutions. Significant improvements met, reducing times to less than a half.- Serve as trainer for onsite support teams and engage as L3 support from NCR end.- Part of the project integration team for any service required by client.- Serve as backup for the other ASM in the team. - Coordinate team members in terms of tasks and assignments.- Update of technical documentation for the onsite teams on a global level. Show less



NCR Corporation

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Operations Leader

  • Jan 2022 - Present

• Business Analyst Project Management

  • Feb 2018 - Jun 2022

  - Document operational changes as a result of requirements- Business and Technical Analysis- Review of project processes, lifecycles and project management methodologies- Test case development pilots and setups.- Shaping unstructured ideas and processes into a defined work requirement, with agile driven corrections if needed.- Deployment of procedures on international level.



Softtek

• Mexico
• IT Services and IT Consulting
• 700 & Above Employee

• Solution Leader

  • Jan 2017 - Feb 2018

  In charge of the enhancement and deliver of quality solutions to our clients and partners.- Process mapping of the different projects at hand for our wide range of clients.- Review the initial setup to check for possible improvements through Project Management and enhance productivity and savings.- Follow through the lifecycle of the different projects in a fastworks environment- Check for possible automated enhancements for our customers.- Implement internal tools and training, if needed, to improve productivity and error free environments.-Quality control standards for each project environment for contact and call centre.- Automated processing-Contact centre environments specialist. Show less

• Senior Project Leader

  • Feb 2014 - Feb 2018

  Leading several projects for Softtek and Global Team Members in EMEA, LATAM and ASPAC regions.- In charge of Project Managing for General Electric in the telecom services.- Managing more than 300,000 telecom devices globally through a team group that delivers L2 and L3 support to the end users and leadership.- wing to wing asset management lifecycle including automated billing processes and control- Leading meetings with service providers to ensure best Quality of Service to the end users.- Global team management in EMEA, ASPAC and LATAM.- Strategic Project Management to enhance services provided and to ensure top standards from Service Providers.- Ensure SLAs are met according to the expected standards under a Fastwork environment and with constant changes.- Adapted to stressful changes due to the natures of the projects and services as well as the fast technological changes in this role.- Adapted to working under Scrum/Agile environments as well as Fastworks.- Backup in leadership meetings to ensure completion of the Project needs. Show less

• Senior Project Manager

  • Apr 2013 - Feb 2014

  Currently working for a huge company, aiding them to reduce costs and modernizing their infrastructure with a more automated service. Happy o be part of a Global Worldwide Service offering support and service to many countries.



Adecco para HP

• A Coruña y alrededores, España

• Team Manager

  • Feb 2012 - Jun 2012

  Driving a team of 35 people to validate mortgates and transfer these to a digital support. - HR control of the team. - Quality control over each team member through one to ones and reporting. - Ensure SLAs are under control. - Guarantee the Quality of Service. - Reporting for the whole support (70 people) on a weekly and monthly basis. - Improve the processes, aiming to reduce the turnaround times in team members and increase the quality of the service. Driving a team of 35 people to validate mortgates and transfer these to a digital support. - HR control of the team. - Quality control over each team member through one to ones and reporting. - Ensure SLAs are under control. - Guarantee the Quality of Service. - Reporting for the whole support (70 people) on a weekly and monthly basis. - Improve the processes, aiming to reduce the turnaround times in team members and increase the quality of the service.



Sony Iberia

• Team Manager

  • Mar 2009 - Nov 2011

  Control over KPIs requested by client such as service level, abandon rate, average handle time and/or attrition. Quality control of calls made or received by agents. Delivery of training on technical and soft skill levels, aiming at better customer satisfaction and fidelity (NPS). Vacation and compensatory day management, avoiding impact on the service. Coaching 18 agent team. NPS rating improved in 20% reaching 65% stable customer fidelity towards Sony products, highest European ranking in 2011. Frequent conference calls with client to resolve support issues and deliver feedback on results. Show less



BenQ Europe

• Team Manager

  • Dec 2008 - Nov 2011

  Control over KPIs requested by client such as service level, abandon rate, average handle time and/or attrition. Customer support to several European countries such as Spain; Daily contact with client in English to sort out special cases and deliver feedback on KPIs. Vacation and compensatory day management, avoiding impact on the service. Coaching development for agents. Initial team composed by 15 agents. Control over KPIs requested by client such as service level, abandon rate, average handle time and/or attrition. Customer support to several European countries such as Spain; Daily contact with client in English to sort out special cases and deliver feedback on KPIs. Vacation and compensatory day management, avoiding impact on the service. Coaching development for agents. Initial team composed by 15 agents.



Fujitsu-Siemens

• Team Manager

  • Apr 2009 - Feb 2011

  KPI management according to the contract established with client. These included service level agreement, average handle time, repair centre management, VIP support, and percentage of repairs versus calls. Support given to Spain and Portugal. Weekly conference calls with client in English as well as frequent client site visits to review results. In charge of team management in both training and quality skills to avoid KPI impact. Vacation and compensatory day management, avoiding impact on the service. Team composed by 16 agents until end of contract. Show less



Stream Global Services

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Team Manager / Jefe de Equipo

  • 2002 - 2011



Dell Computers

• Team Manager

  • Jun 2007 - Dec 2008

  KPI control and creation of action plan to improve results to meet client request.In charge of Dell flagship support, "Business Support", and Dell Servers.Weekly conference calls with Client to review previous week results and plans for following week (done in English).Training plans for agents both from a technical point of view as well as in soft skill improvement to meet the satisfaction guidelines requested by Dell (over 90%).Individual and team control of the satisfaction surveys done by customers, taking the results from an initial 85% to 93% when leaving the team, to start the ramp up of a new client in Stream. Coaching role.Vacation and compensatory day management, avoiding impact on the service.Team size initially 16 agents, adding 3 more for server support (Bronze support level). Show less

• Technical Account Manager

  • Jan 2007 - Jun 2007

  Spanish Support Coordinator for Dell, Business Support, now called Pro Support, being requested role by DELL to be done from A Coruña.In charge of special cases from VIP customers, and complex technical matters that have to be taken up by Dell Research an Development team and us. Follow up of these important cases with customer until issue has been solved.Quality control over agents by listening to at least 4 calls of each agent on a monthly basis, or with side by side help in complicated calls. Coaching feedback.Part of a 12 agent team, moving forward to 16, when I was promoted to Team Manager due to the teams' growth. Show less



Jazztel

• Spain
• Telecommunications
• 300 - 400 Employee

• Team Manager

  • Aug 2006 - Dec 2006

  Ramp up of the biggest team that Stream A Coruña has had in its history, with over 300 agents. Part of a 4 team manage group, with 75 agents each. Involved in basically all areas during these 4 months: Interviews with agents and mentors, decisions on who to be hired, exam creation and review, and technical training with respect to procedures. Training and control of agents, with respect to HHRR management, with respect to vacation planning and agent leaves. Also in charge of adjusting the team in terms of number of agents and deciding who was adequate for the team during the trial period. Show less



Stream SAI SLU

• Dell Computers Dispatcher

  • Dec 2005 - Aug 2006

  First outsourced person to manage this role, being a critical one for Dell due to the financial impact that this responsibility has.In charge of technical support for the repair technicians who were visiting customers.Decision making role with respect to complicated hardware and software cases that were initially not solved by agents or onsite technician. In charge of deciding extra parts to be sent to onsite technician to resolve customer issue and avoid impact on KPIs established by Dell.Case by case decision on product swapping if necessary, taking into account the financial impacts (for customer and client). Show less

• Dell Computer Service Manager

  • May 2002 - Dec 2005

  Support on all Dell Computer products both for the consumer and Business markets,First to deliver technical support to Workstations in Stream, 2005.



Warnier SL

• Computer System Administrator

  • Jun 1999 - May 2002

  Technical Support to Government Administrations and companies. Support for computers, servers, and network administration. Technical advisor for specific needs. In charge of technician management during the last months in the company, when the previous manager left. Technical Support to Government Administrations and companies. Support for computers, servers, and network administration. Technical advisor for specific needs. In charge of technician management during the last months in the company, when the previous manager left.