Leadership Team US & MX

• Jul 2023 - Present

External Contractor

• Nov 2022 - Present

Manager of Operations

• Mar 2023 - Jul 2023

Ensure all operations are carried on in an appropriate, cost-effective way Improve operational management systems, processes and best practices Help the organization’s processes remain legally compliant Formulate strategic and operational objectives Examine financial data and use them to improve profitability Manage budgets and forecasts Perform quality controls and monitor production KPIs Recruit, train and supervise staff Find ways to increase quality of customer service Show less

Manager of Sales

• Sep 2021 - Aug 2022

Software: Tableu, Exigo, Oracle, Fieldwatch software experience • Organize forecast and sales objectives in Mexico.• Competitive Market analysis for national accounts• Manage lease and usage of rentals to the assigned customer base• Account Management for the client base - training on compensation plan and additional servicesAchievements: • Creation of SOPs and workflow for the department.• Optimized business development, achieved increased in sales.

Complaince Coordinator MX

• Oct 2020 - Sep 2021

• Creating and reviewing regulatory compliance documentation• Coordinating the creation, review and implementation of policies and procedures resulting from new laws and regulations.• Applying and interpreting audit and compliance requirements for various departments. • Reviewing and assessing potential fraud activity and developing fraud detection tools. Filing regulatory reports and other documentation.Achievements:• Creation of SOPs, macros and workflow for the department.• Based on the compliance policy, I had to audit some of the client base and employees. After careful investigation, it came to my attention that the policy was not followed, and fraud was committed within the organization. After careful deliberation with the company directives, we came to the unanimous decision of letting this client base and letting these employees go and search opportunities elsewhere after charges were filed against them. Show less

Teacher

• Aug 2018 - Jan 2022

Teaching biochemistry, medical English and statistics Teaching biochemistry, medical English and statistics

Profesor de educación secundaria

• Nov 2020 - Aug 2021

Impartición de clases de Inglés y Biología Impartición de clases de Inglés y Biología

Field Support and Business Development Manager

• Feb 2017 - Oct 2020

International Manager

• Feb 2017 - Oct 2020

• Designed a substantial Training field for the organization: Ethics and compliance, It security, Compensation Plan and incentives, tools, business development strategies• Competitive analysis for customer support KPIs. Objectively strategize protocols for areas of opportunity in end customer satisfaction• Key account management for clients and organization. Managing escalations from customers and scout for areas of opportunity within the team. Created personalized action plans for employees for overall improvement• Improving customer service procedures, policies and standards for the organization or department.Achievements:• Development of a sustainable and successful call center in Mexico with reach to seven countries Show less

Call Center International Manager

• Feb 2016 - Oct 2020

Supervisor of Customer Service, Field Support and Operation

• Nov 2011 - Oct 2020

Development of incentivesIn charge of personnelCreation and application of metricsPresentation and creation of metric reportsOperate the customer service areaSite supervision for everything to work properly, internet, telephone lines etcContact with head office in united statesCreation of reports for incentivesCreation of sales reports by product, leader of associateAnalysis of organizations to know how they can operate effectivelyContact with the fieldEvent monitoring and supervision of the events in Mexico Marketing area, promotions, direction to designer, creation of all communicationSocial Network Media administration and handlingTrade Marketing Supply chain Training of personnel in compensation plan and how to handle their toolsApproval of material to the fieldSupport Analysis to the field Budget for events and meetings Inventory Creation of tutorials for the field and employees, with orientation in the business or system operation etc Show less

Supervisor

• Nov 2011 - Mar 2015

Comencé como agente de Atención a Clientes y posteriormente me ascendieron a Supervisor por mi desempeño dentro del areaElaboración de Reportes para medir la productividad del Liderazgo, PromocionesSeguimiento de Incentivos para otorgar premios a los Asociados IndependientesElaboraba reportes de llamadas y coaching a los Agentes para que puedan mejorar su calidad en las llamadasJuntas semanales para avisarles de las ultimas noticias que había en la empresaApoyo en Eventos tanto Regionales como NacionalesEmpaque de paquetesSeguimiento con paqueteríasElaboración de Guias y reportes para entrega de paquetesApoyo en almacen para inventarios, transferencias de producto Supply Chain Contacto directo con USA Show less

Supervisor

• Mar 2015 - Sep 2015

Supervisión del Area de Atención a Clientes Presupuestos a Liderazgo para desarrollo de su negocio Organización y Logistica de Eventos Contacto con marketing para elaboración de promociones y presentaciones para capacitación Implemente reportes de Avaya para llamadas Desarrollo e implementación de métricas para rendimiento y productividad del Servicio de Atención a Clientes Contacto directo con Clientes Capacitación al personal acerca del Plan de Compensación, Incentivos y Promociones Aplicación de pagos, procesamiento de correos Juntas semanales Apoyo en Departamento de Etica Toma de llamadas Revision de pagos Show less