Wilmer J Solorzano.

**** ****** ****

Little Elm TX 75068

Cellular 214-***-****

Email: acggd9@r.postjobfree.com

PROFESSION: Business Administration

Summary

Bilingual (Spanish/English)with twelve years in leadership experience in

the largest outsourcer company in the U.S. My strengths include financial

accounting, personnel management, project planning, coordination, and

quality customer care. I am committed to solid, integrity-driven leadership

principles that produce long-term results for my clients. I am currently

looking to expand my management career with a growing company.

Work Experience

2005-Current "ACS" Affiliated Computer Services a Xerox company

15001 FAA Blvd

Ft. Worth, TX 76155

Divisional Financial & Operation Analyst.

. Responsible for the preparation and analysis of ALL Financial

Statements (P&L, Oracle, Epay, lotus notes)

. Provide direct support to the divisional vice-president in all group-

level decisions to improve service after review KPI data during

meetings and employees focus group.

. Provide GAAP and IFRS to the international accounts to ensure accurate

internal and external recording for any financial transactions

. Responsible for the preparation and analysis of KPIs for multiple

centers including Mexico, Santo Domingo.

. Manage all Accounts payables & receivables

. Prepare and present FY Budgets, reforecast projections, and Business

Plan for several sites.

. Perform month end closings in consolidation with the Finance and

Treasury Departments within our international parent companies both in

Mexico, Guatemala, Santo Domingo and Argentina.

. Provide support, guidance, direction and overall leadership to the

global workforce team between USA and Mexico including technical

support staff for both countries.

. Manage global workforce for USA and Mexico.

. Direct determination of depreciation rates to apply to all capital

assets including work in process, calculating both amortization and

accumulated deprecation expense.

. Collecting, interviewing and making hiring decisions for bilingual

employees.

. Responsible for the management of the Payroll department for 2000+

employees. (bi-weekly payroll and assists with logistical distribution

of paychecks)

. Prepare, and conduct annual reviews and salary increase based on KPI

and company policies

. Responsible for both the external and internal audit of company

accounts and preparation of reports required by regulatory agencies.

. Preparing and conducting training to the Operation managers and

supervisors.

. Establish new process improvements, defining and implementing policies

and procedures in coordination of all departments of operation to

further the positive financial direction of the company.

. Helping closing monthly P&L with the regional controllers

EXPERIENCE: 10 Years in call center / Telemarketing (Inbound and

outbound)

1996-2005 Teleperfomance International.

1701 S. Closner, Suite A

Edinburg, TX 78539

Position: Sr. Finance and Operation Manager in

Edinburg TX-

. Open new Bilingual call center - Overseeing the inbound and

outbound for two facilities totaling 750 FTE's. Direct reports

included finance, quality, training, and workforce management.

. Responsible for the preparation and analysis of ALL Financial

Statements (P&L, ERS, AP)

. Opening and closing responsibilities including financial management

(budget adherence)

. Overseeing workforce team between USA and Mexico. (Global

workforce)

. Create process and procedures to reduce average handle time and

increase quality with the technical Support Sups and agents.

. Create process for schedule adherence.

. Conduct performance reviews, achievement and development planning

for direct reports

. Employee management including, coaching, development for

supervisor, motivating, and planning weekly, monthly, objectives,

times management to increase productivity.

. Strategy development for new promotions and products.

. Internal and external client Relationship.

6500 International Parkway

Suite 1500

Plano, TX 75093

Position: Operation floor Manager in Dallas TX

. Oversee 450-500 sales representatives, 25

Supervisors, and 12 team helpers.

. Responsible for the management of the Payroll

department.

. Create, prepare, collect, present KPI for more than five campaigns

including IB. OB and Technical Support.

. Employee management including, coaching, development for supervisor,

motivating, and planning weekly, monthly, objectives, times

management to increase productivity.

. Opening and closing responsibilities including financial management.

. Internal and external client Relationship.

Position: Client Service Manager

Responsible for developing, leading, and managing assigned client services

& operations support associates. Performed the following duties, in

addition to special tasks or projects as required:

. Financial analysis

. Coordinate vendor management

. Coordinate all client Data related issues

. Internal and External client reports. (Report transmission on time)

. Operation reviews. Rep headcount, efficiency report, sales overview,

incentives program, Leads reports, issues and actions plan.

. Internal investigation of any possible problems or complaints

with customers (Internal Affairs).

. Systems Security / Backup / Restore.

. Scheduling for the project reports and assignments.

. Administration including payroll reconciliation, production billable

and Non-billable hrs.

. Coordination, analysis and compression of the daily production hours.

. Coordinate marketing budget for different vendors

Coordinate all bonus and commission (Internal and external)

. Coordinate billing process and also all support required by the

clients "Pre-invoices".

Position: Internal Affairs Manager/ Operation

Support.

. Internal sales investigation to give a better service

to the client.

. Control of the Inbound and outbound calls in the call center.

. Control of the margin cost between payroll and production hours.

. Sales verification and validation. (Confirms validity of the sales)

. Reconciliation production hours.(Billable, Non-billable production

time and payroll hrs)

. Define and document standard operating policies and procedures for

both of these departments

. Develop and revise of the client reports and internal report (SPRINT

Local and Long distance, AT&T, Qwest, Fulfillment plus.

. Develop and revise of clients' reports and internal reports. (Sprint,

AT&T, H&R Block, Amerigroup, Experian, Enlace Latino, City Bank, L.A

Times, Prodigy, Firestone, Showtimes, AETNA, Prudential, State Farm,

Wells Fargo, Chase, FullFilment PLUS, AT&T wireless, Cendant, and B2B

programs for SPRINT, etc.)

. Tracking response statistics and reporting those results to others in

the organization

. Participate in development, implementation, and measurement of

department goals, objectives, policies and priorities.

Position: Assistant Operation Manager.

. Oversee 150-180 sales representatives, 8 Supervisors,

and 4 team helpers.

. Work force management for Inbound and outbound calls.

. Employee management including training, coaching, development for

supervisor, motivating, and planning weekly and monthly objectives,

times management to increase productivity.

. Opening and closing responsibilities including financial management,

hours, schedule adherence.

. Processing clerical paperwork for headquarter.

Position: Bilingual Technical Support

Supervisor.

. Oversee 20-30 sales representatives, 1team helpers.

. Daily motivation to increase the productivity

. Employee management including training, development for sales

representatives.

. Quality management for Inbound and outbound calls.

. Ensure the quality and procedures with the clients.

Education.

2002-2003 Professional training in Management directional selling

tools.

(IB&OB Representatives, Supervisors, Operation

manager)

2000-2001 Tele Services Partners, Inc. Professional Consulting Group.

Call Center Supervisor & Management

Training

1996-1999 Collin County Community College, Plano, Texas.

Financial Accounting

1992-1995 Central University of Venezuela (UCV)

Caracas City, Vnzla.

Business Administration

1990-1992 Institute of the central education

Economics and Finance (Political

Business)

Related skill:

. Fluent Spanish.

. Microsoft Office NT

. Windows 95 & 98 & 2000

. Microsoft Excel, Word, outlook express, Power point

. Call center supervisor & Management training

. 10 Years in the Global Telephony Services

. Financial analysis

. Manage Program Budget reviewing profit

. Special event organization.

. Coordinate new project assignments.

. Monitoring payroll Vs budget.

. Proficient in Crystal reports, SIIT, AMOS, AS400, Rockwell, AVAYA

. Work flow systems (Accounts Payables and Receivables)

Contact this candidate