EdithLilly Bueno

Email: abqfxv@r.postjobfree.com

Address: **** ***** ****

City: Charleston

State: SC

Zip: 29414

Country: USA

Phone: 843-***-****

Skill Level: Director

Salary Range: $110,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

Edith Lilly Bueno

2194 Becky Road* Charleston SC 29414 *843-***-****, abqfxv@r.postjobfree.com

EXECUTIVE PROFILE

Accomplished bilingual executive with a highly successful record in all aspects of operations. Outstanding record of formulating improved processes for operational excellence, project management, training and quality with specific strength in performance analysis, reporting,

re-engineering, strategic planning, and cost containment. Exceptional organizational building skills and the ability to mentor coach and develop raw talent at all levels.

CORE LEADERSHIP CONTRIBUTIONS

Business Process Re-engineering Efficiency Analysis / Improvement Start-up Management / Closure Management Production Analysis / Improvement Liquidation Management / Operational Strategy Operational Benchmarking Strategic Project Leadership Team Building and Leadership Expense Containment / Reduction Operational Technology Interface Change Management Experienced Client Management

PROFESSIONAL EXPERIENCE

Jan 2012-Present Business Consulting (Self) Responsible for reviewing and consulting all business aspects and performance Review and Train PL management Implement and oversight of process improvements

Jan. 2011 Nov. 2011 General Manager/VP Encore Collections - Convergys/Encore

Responsible for 3 call centers, located in the US and the Philippines and approximately 2000 FTE, managing multiple client portfolios consisting of Bank Card, Telecom, 1st party and contingency. Heavy emphasis on client management and customer care.

Responsible for a total portfolio of $47 MM. Full PL responsibility

Successful realignment of the Philippines senior operations staff achieved 3% operational cost reduction and established a succession-planning program.

Re-engineered the training/recruiting departments to stabilize turn-over and decrease attrition, spearheaded the development of a signature-training program.

July 2007 Dec.2010 Director of Centralized Collection - Resurgent Capital (Mexico) Responsible for complete re-engineering and re-vamping of an existing call center organization inclusive of modernizing IT, reporting, developing strategy, increasing profitability, expense reduction, organizational restructuring, oversight of 42 regional offices with 300+ FTEs within Mexico and 12 external agencies (800 FTE).

Established performance metrics for internal/external organizations, full PL responsibility, multiple portfolios and client management with total outstanding of +$333 MM.

Achieved expense reduction of $19 MM implementing targeted initiatives/incentive restructuring. Extensive first and third party portfolio management.

May 2005 June 2007 Vice President of Operations - Global Vantage (Costa Rica)

A Strategic Receivable Management company Servicing Hewlett Packard Nestle Water North America Outsourcing (BPO) services designed to boost client profitability.

Responsible for all start-up operations, client relationship, training, and developed infrastructure.

March 1996 June 2005 Vice President of Operations, Call Center OSI currently NOC

Global telecom responsibility for Call Center Operations including Portfolio Performance with accounts receivables of $160 MM monthly.

Responsible for reducing client Net-Bad-Debt (NBD) by improving 0-1, 1-2 and 2-3 cycle liquidation while sustaining customer and client satisfaction metrics. Improved based line performance per FTE by approximately 40%.

Spearheaded change management from GC Services to OSI successfully, transitioned a workforce of 220 and successfully managed center closure.

Lowered operational cost by identifying inefficiencies and implementing redesigned processes.

2003-2004: Senior Operations Analyst/Consultant OSI/Greystone Business Group

Responsible for production and portfolio performance analysis, and results across multiple industries for all OSI call centers.

Heavy interface with site Vice President and operations managers training re-engineered processes designed to improve efficiencies while yielding improved baseline productivity, cost effective enhancements, expense containment and reduction.

Worked with technology/developers and programmers to implement technology driven production tools that supported operational improvements.

2001-2003: Training/Quality/Technical Writers Manager - OSI currently NCO

Responsible for revamping the telecom quality department, benchmarking performance and bridging operational needs with client based quality requirements.

Redesigned production based internal incentive program realigning Quality Assurance department with operational objectives.

Facilitated a team of five technical writers responsible for drafting policies and procedures that supported industry goals.

Managed a team of trainers responsible for all new hire and retraining initiative. Established a cross-organizational group consisting of Operations, Training and QA (Quality Assurance) to enable the achievement of a single vision.

Successfully lead a start-up operation of initially 240 FTEs in Gurgaon, India. Managed all training and operational aspect of the start-up, co-project managed technology integration. Fully integrated operation managed $200 million accounts receivable portfolio.

1996-2001: Operations Manager - OSI currently NCO

Responsible for managing near-shore telecom start-up of 40 FTEs in Puerto Rico and all components of the start-up from training to implementing all operational processes.

Managed near-shore operation for approximately 4-6 months post the go live date.

Managed from 230 FTEs with maximum of eight direct reports. Responsible for managing new projects from collaborating with collection strategy to establishing policies procedure and implementation of audits and managing all performance metric. Established, monitored and managed remote virtual operations

Proposed, implemented $1MM cost savings program for the client and the center by establishing a multi-cultural bilingual department. Implemented technology rich solution: Interactive Voice Response Unit (IVRU), Computer Telephony Integration (CTI), Workforce Management Scheduling, and Quality / Productivity monitoring tools.

SOFTWARE:

Word PowerPoint Access Excel Project Outlook Davox Dialer CMS Reporting

LANGUAGES: Spanish

EDUCATION: Doctor of Medicine, CETEC University

Certified Total Quality Management

Certified Achieve Global

REFERENCES: Available

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