CHRISTIAN CACERES

***** ****** *****, **** *****, FL 33428

Evening Tel: 561-***-****

E-mail: acrxiu@r.postjobfree.com

Operations Management - Business Improvement - Strategy

Project Management - Vendor Management – Customer Service

OBJECTIVE

To obtain a management position with a Fortune 500 company where I can put to use my professional experience in areas related to Customer Service Operations, Business Improvement, Operations Management, Strategy and Consulting.

SPECIALTY KNOWLEDGE

Service Transformation, Project/Program Management, Customer Experience, Continuous Improvement

Business Process Outsourcing

Six Sigma / Lean Sigma

Operations Management

Cloud Computing / SAAS / SFDC

Contact Center Technology (IVR, IEX, QA, CRM, Knowledge Management, ACD, CTI, Outbound Dialer)

Contact Center Operations (Operating Model, Organizational Design, Talent Management)

Fully bilingual (English, Spanish)

EMPLOYMENT

Accenture. Miami, Florida (Clients across the East Coast)

June 2010 – Present.

Management Consultant, CRM, June 2010 – Present:

Responsible for providing professional consulting services to Fortune 500 companies across the U.S. in areas related to Customer Service, Operations Management, Customer Experience and Business Improvement. Main responsibilities include conducting operational assessments, benchmark analysis, and formulating recommendations to help improve operational efficiencies, reduce cost, increase sales, leverage new technologies and improve customer satisfaction.

Worked with B2B Technology client in the West coast in the creation of a centralized Command Center office to improve operational activities in support of Customer Service and back office functions. Worked with B2C client to help define To-Be customer experience operating model by conducting Voice of the Customer, and Voice of the Process analysis across the various stages of the customer lifecycle. Other projects included leading PMO activities around planning, delivery and execution. Worked with Customer Service leaders on project initiatives to help deflect call volume, improve FCR, migrate customers to self-service channels and establish more efficient customer service and vendor management governance models.

Capgemini. Dallas, Texas.

July 2005 – June 2010.

Service Delivery Manager, BPO, July 2005 – June 2010:

Responsible for advising and working with Fortune 500 companies on the development and execution of on-shore and off-shore outsourcing strategies. Primarily functions entailed the selection, negotiation, and management of suppliers supporting Customer Service functions. Responsibilities included the design and program execution for establishing start up contact centers in LATAM and APAC.

Worked with B2B client in the planning and execution of a multiyear customer service transformation aimed to reducing OPEX by 20% through the consolidation of contact center locations, establishing a decentralized operating model and developing a 5 year technology roadmap to help shift contact center technology into a virtual model.

VarTec Telecom, Inc. Dallas, Texas.

(Formerly Excel Telecommunications)

Sept 1999 – July 2005

Vendor Manager, Receivables Management, September 2003 – July 2005:

Responsible for management and service coordination for strategic 1st party and 3rd party collections functions in support of US and Canada telecommunications consumer receivable portfolios. Primary responsibilities entailed global vendor account management inclusive of: RFP, agency selection, contractual negotiations and relationship management. Also responsible for portfolio and balance placement, results tracking and measurement, liquidity rate and quality control.

Successfully reduced cost per collected dollar by 15% and increased overall recovery rate from 4% to 7.5% netting a total recovery of $5.6M during the first three quarters of 2004.

Vendor Manager, Direct Marketing, October 2002 – September 2003:

Responsible for the management of 6 global call center suppliers in support of outbound and inbound customer acquisition, sales response and winback. Primary responsibilities involved supplier selection, performance management, pay-for-performance pricing, work implementation / distribution and quality control. Implemented pay-incentive supplier pricing model resulting in 20%+ performance improvement. Won back 15% of annual service cancellations. Deployed cross-sell strategy successfully migrating 15% of low value legacy customers to emerging services increasing average per customer revenue by 45%.

Call Center Manager, Telemarketing, Sept 1999 – October 2002:

Responsible for the management of Excel’s Telemarketing operations in support of winback, sales response, and customer retention. Primary responsibilities entailed direct supervision of 10+ professional staff and 125+ Telephone Sales Representatives in support of a $3.7M sales plan budget. Additional responsibilities: recruiting, interviewing, hiring of sales personal, salary administration and management of yearly appraisal reviews as well as incentive program development and administration.

Exceeded yearly sales plan by 20% and managed to reduce cost per sale unit by 6%. Achieved a total of 298K sales during a two-year period.

Convergys Corporation, Fort Lauderdale, Florida.

(Formerly AT&T Solutions Customer Care)

September 1995 – Sept 1999.

Call Center Manager, Operations, October 1998 – Sept 1999:

Responsible for outbound/inbound telemarketing sales response call center operations in support of AT&T multicultural marketing accounts. Responsibilities entailed managing a staff of 10 professionals and 85+ Telephone Sales Representatives across multiple US facilities. Responsible for the management of sales incentive programs, scheduling, staffing, seat utilization, service levels, productivity and operating expenses.

Account Manager, Client Services, March 1998 – October 1998:

Responsible for managing AT&T Multicultural Winback/Acquisition accounts for Asian, Hispanic and international markets. Primary responsibilities entailed interfacing with AT&T’s Consumer Marketing Division to establish market and acquisition goals strategies and cascade across operational organization. Responsible for measuring, tracking and reporting program performance to clients, billing as well as managing internal program budgets and income statements.

Manager, Implementation & Operations, September 1995 – March 1998:

Responsible for call center operational implementation of AT&T Local market entry for California and Texas. Implementation manager responsibilities entailed teaming with AT&T program and channel managers to gather program requirements to develop and project manage the implementation of the operational model, staffing, training and system integration. Production manager responsibilities entailed managing a staff of 80 Customer Care and Telephone Sales representatives as well as the support and supervisory staff. Primary responsibility entailed attaining market entry sales and order targets and ensuring back end service provisioning.

EDUCATION

Accenture Training Campus, Chicago, IL

Completed training on Project Management, Business Case Creation, CRM Strategy, Client Relations, Business Improvement (6-Sigma and Lean Sigma), Cloud Technology (SFDC: ADM 201), Customer Enablement & Channel Integration, Organizational Design and Customer Journey Management.

Periodically between 2010 and 2015

University of Texas at Dallas, Dallas, TX

B.S. Business Administration.

December 2009

University of Texas at Dallas, Dallas, TX

Completed graduate level courses in Business Intelligence, Decision Making Statistical Analysis, and Data Mining

December 2009

Capgemini University, Dallas, TX

Green Belt and Black Belt Six Sigma Training.

Periodically between 2007 – 2008

AT&T School of Business, New Jersey, FL

Successfully completed courses and seminars on Project Management, Back Office Management, Production, Quality Control, Contact Center Operations & Training Delivery.

Periodically between 1995 – 1998

REFERENCES AVAILABLE UPON REQUEST

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