Experience

The Fives Hotels & Residences
• Mexico
• Hotels and Motels
• 100 - 200 Employee
• Director de Contact Center Transversal

  • Sep 2020 - Present


NexusTours

• Mexico
• Travel Arrangements
• 300 - 400 Employee

• Senior Corporate Manager - Emerging Destinations

  • Jun 2019 - Jul 2020

  • Supervisión de todos los temas concernientes a los Emerging Destinations (Jamaica, Antigua, St. Lucia, Costa Rica and Panamá).• Revisión y análisis de KPIs de los destinos para incrementar el porcentaje de ventas.• Negociación y renovación de contratos de proveedores en cada uno de los destinos.• Seguimiento al plan de implementación del nuevo sistema operativo.• Coordinación con las diferentes áreas del proceso de negocios y experiencia el cliente.• Seguimiento a la carga y configuración de nuevos contratos y productos.• Planificación de nuevos orígenes de negocio, análisis del cliente prospecto y benchmarking sobre aperturas en nuevos destinos.• Revisión que los materiales, publicidad y parámetros de las oficinas en los diferentes destinos se apegan a los estándares de la compañía. • Revisar la configuración correcta de producto, zonas y rutas en el ERP.• Análisis de data y tendencias para identificar oportunidades de crecimiento y/o expansión.• Llevar a cabo visitas periódicas a los destinos y sostener reuniones con proveedores y socios comerciales.• Definir catálogo de producto que debe ser activado en cada canal de distribución (OTA´s, Tour Desk, Watersports y Grupos).• Análisis y seguimiento de cumplimiento de objetivos y presupuestos.• Revisión y mantenimiento de contenidos, tarifas, márgenes y promociones.• Elaboración de evaluaciones mensuales de desempeño individual de cada miembro del equipo de trabajo. Show less

• International Contact Center Manager

  • Mar 2016 - May 2019

  • Standardization of the telephone service of the Contact Center (policies, metrics, scripts, and guidelines). • Implementation and management of new telemarketing campaigns and Calling programs (inbound/ outbound). • Mapping, updating and development of new business processes, procedures, manuals and tools.• Strategic Planning based on targets.• Elaboration of forecasts and headcount projection based on data analysis and call Summary history. • Coordination and direction of the areas that provide operation support (Quality Assurance, Back Office, E-commerce, help desk).• Design and implement workshops and trainings to improve the individual performance and/or team performance Contact Center staff.• Homologation/integration of procedures and guidelines for both Contact Centers (Cancun and Dominican Republic).• Coordinate and participate in the elaboration of new promotions and price strategy with the marketing and product team.• Process mapping and implementation of CRM and Call Manager. • Daily analysis of KPIs to determine the course of action needed according to the market's behavior.• Assure that all customers’ complaints get followed up in a timely matter and according to the company's service guidelines and standards.• Standardization of the profiles required and job descriptions for each work position.• Recruitment and staffing of all personnel of the Nexus Contact Center.• Elaboration of the monthly performance evaluations of each individual in the work team.• Planning of the staff schedules according to the needs of the operation (i.e. Schedules arrangements and real time breaks) Show less



Destino Vacations

• Leisure, Travel & Tourism
• 1 - 100 Employee

• General Manager

  • Oct 2013 - Feb 2016

  • Strategic Planning and analysis of KPIs. • Coordination and direction of Sales, Reservations, Marketing and Operations. • Mapping, updating and development of new processes and procedures. • Renew and close contracts with clients and Developments. • Coordination marketing campaigns and promotions to increase the penetration ratio. • Recruitment and staff selection of the management and support areas team. • Standardization of the services and rates provided for the guests (policies, metrics, scripts, and guidelines). • Assure that all customers’ complaints are followed up in a timely matter and according to the company's service standards. Show less



Villa del Palmar Flamingos

• Mexico
• Hospitality
• 1 - 100 Employee

• International Sales Head VLO

  • Jul 2013 - Oct 2013

  • Verification and clarification of terms and conditions on clients’ contracts. • Post-sale follow up • Collections of Past due portfolio. • Renew and close new contracts. • Verification and clarification of terms and conditions on clients’ contracts. • Post-sale follow up • Collections of Past due portfolio. • Renew and close new contracts.



Grupo Vidanta

• Mexico
• Hospitality
• 700 & Above Employee

• International Contact Center Manager

  • Jul 2001 - Jul 2013

  • Strategic Planning based on objectives. • Standardization of the telephone service of the Contact Center (policies, metrics, scripts, and guidelines). • Implementation and development of highly productive teams. • Coordination and direction of the areas that provide support operation (Quality Control, Back Office, E-commerce, technical support).• Implementation and management of the area of Telemarketing and the loyalty program for membership owners. • Coordination of a specialized team in charge of handling and mitigate complaints generated by any area of the company. • Mapping, updating and development of new processes, procedures, manuals and tools for the release of new products and services. • Development of campaigns and promotions to raise the occupations of the Resorts at all the locations and/or to attract a specific market segment. • Design and implementation of workshops and update trainings to improve the individual performance and/or team performance of each of the areas of the Contact Center.• Travel to the United States, Canada, Uruguay and Ireland to elaborate marketing and brand positioning presentations at the corporate offices of the major trading partners of Vidanta Group.• Homologation/integration of procedures and guidelines for both areas (national and international).• Supervision of the customer support operation in both areas. • Standardization of the profiles required and job descriptions for each work position in both areas.• Recruitment and staff selection for the Contact Center. • Development of programs to generate a good work environment.• Review and authorize the monthly performance evaluations of each individual, based on the goals and metrics set by the company. Show less

• Gerente Internacional de Contact Center

  • Jul 2001 - Jul 2013

  • Planeación Estratégica en base a objetivos.• Estandarización del servicio telefónico del Contact Center (políticas, métricas, scripts y lineamientos).• Desarrollo e implementación de equipos altamente productivos.• Coordinación y dirección de las áreas que proporcionan soporte a la operación (Control de Calidad, Back Office, E-commerce, soporte técnico).• Implementación y dirección del Área de Telemarketing y programa de lealtad para socios con membresías. • Coordinación de equipo especializado en gestionar y mitigar quejas generadas por cualquier área de la empresa y rescate de ventas.• Mapeo, actualización y elaboración de nuevos procesos, procedimientos, manuales y herramientas de apoyo sobre los nuevos productos y servicios.• Elaboración de campañas y promociones para elevar las ocupaciones de los desarrollos y/o para atraer un segmento de mercado específico. • Diseño e implementación de talleres y uptrainings para mejorar el desempeño individual y/o grupal de los equipos de trabajo.• Reclutamiento y selección de personal del Contact Center.• Elaboración de programas para fomentar un buen clima laboral.• Revisión y entrega de evaluaciones mensuales de desempeño en base a los objetivos y métricas del Contact Center. Show less