Member Type: Individual Profile
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Location (City, State)
Global region are you based in? For example Eastern Europe, Asia
Do you work for a
Company or Personal Website
What is your current job title?
Founder and CEO
Which of the following areas are you most interested in?
What would you like to get out of Telcoprofessionals.com?
Professional Environment, Ability to connect with like minded professionals , Expand network for next job, Looking for sales contacts
Professional Background/Education eg. BSS/OSS
I´m an experienced CRM, Customer Service and Call Center Manager with more than 15 years of experience. <br>I´ve managed direct marketing, inbound - outbound - online sales iniciatives as well as very complex marketing projects. <br>I have also experience in the outsourcing field, leading efforts to achieve the COPC certification (www.copc.com). <br><br>I speak fluent in English, German, Spanish and Portuguese.
Previous experience 1
Gamifica, Founder and CEO, May 2014 - Present.
Gamification Consultancy for Latin America.
We are focused in Human Resources, Customer Experience, Contact Center, Digital Marketing, Social Media and Education innovation and optimization.
Take a look at our platform SinCV (without Curriculum Vitae - www.sincv.com), the first spanish speaking platform that enhances gamification as part of a streamlined Human Resources operation - from recruiting to employee engagement.
We provide workshops on Human Resources, Strategy, Marketing and Operations subjects through LEGO® SERIOUS PLAY® .
Previous experience 2
Hewlett Packard, November 2014 - July 2015
Customer Program Manager
As part of the Strategy & Planning organization, to re-design processes, optimize business performance and manage programs for customer services areas.
. To lead end-to-end programs in worldwide business units (Worforce Management - Call Center and Supply Chain organizations)
Previous experience 3
Hewlett Packard - May 2012 - October 2014
Supplier Quality Operation Manager
To define an effective Quality Management System strategy and requirements. To ensure that our QMS is consistently implemented and verified as effective through assessments on site and off site at Internal / Outsourced Operations. To assists regional teams in developing control plans to ensure that necessary and sufficient information and analysis exists.
• Audited in person partners in Brazil and Europe (Poland), audited virtually partners in México, India, Philippines
• Collaborated in reducing “No Contact Made” key performance indicators in 52.4% in a 4 month project; Collaborated in reducing “Troubleshooting Declined” key performance indicators in 12.6% in less than 2 month; Collaborated in reducing “Cancel per Customer” key performance indicators in 33.7% in less than 4 month
• Leaded all team quarterly virtual “face-to-face” meetings for strategy setting
Entrepreneur, motivation designer, leader by nature.
Creative leader with service operation background.
I've started several business units and businesses from ground, setting long and short term goals, overachieving as a manner of managing.
Specialties / Skills
Customer Service, Sales, Operations, Global Quality standards, Call Center, Contact Center, Management, Leadership.