Customer Service Sales

GONZALO GUTIERREZ

Home: 818-***-**** • E mail: *******.**********@*****.***

@ Linked In: www.linkedin.com/in/executiveprofileggr/

EXECUTIVE SUMMARY

Seasoned Service industry bilingual professional with over 20 years of proven

•

experience as a manager and leader with publicly and privately held industry leaders

such as Boom Financial, Sprint, RMH and Sigue Corporation.

• Lead both small (60+ employees) and large (600+ employees in MX and 100+ in US)

multicultural sales and service Contact Center teams.

• Experience is complemented by strategic and tactical contributions in key areas such as system

implementation, project management and compliance program rollouts.

• Organizational focus is on providing the best customer experience, employee development,

strategic alignment and profit maximization.

KEY TRANSFERABLE SKILLS

Contact Center Operations Training & Development Business Process Development

Inbound/Outbound Sales & Marketing Support DR Campaigns

BPO Site Management Multi Cultural Sites Program Management

LEADERSHIP PROFILE & ACHIEVEMENTS

Strong business acumen focused on increasing profitability while ensuring customer first

focus.

Profit minded Leadership: Consistent achievement of Sigue Operations’ profitability

goals.

• Reduced Call Center Cost per Transaction reductions from a high of $1.10 per call to a

low of $0.70 per call. Savings attained were $400k a month handling 1 million calls

per month.

• Implemented new B2B Service department to support network of 9,000 agents in the

US. The mid term (one year) gain of this strategy was savings of over $1.9M.

• Successfully executed Sigue’s strategy for least cost routing of wires resulting in

savings per transaction paid to MX banks at $1.65 average and Sigue Agents in MX at

$0.90.

• The inbound team generated 100% of revenues for the company, with an average of

$4.00 per transaction for an estimated 850,000 transactions per month at 85%

conversion or $3.4M/mth.

Tactical Leadership: Successful record of delivering and executing milestones for strategic

plans.

Led Sigue Customer Service team through ramp up of MX site from a team of 60

•

employees to 600+ over a period of 18 months resulting in $600,000 monthly savings in

US Operation.

Developed and implemented Training strategy for new Web Based transactional

•

platform for both sales team and Sigue’s network of 9,000+ agents as part of system

migration initiative.

Implemented Business Continuity Plan in Operations, resulting in successful

•

restoration of Operations in less than a 4 hour period following a major disaster at the

corporate site.

Designed and coordinated implementation of action plan which resulted in inbound

•

Operations taking over 100K calls on a high peak day with 90% Service Levels.

GONZALO GUTIERREZ (Continued) Page Two

Strategic Leadership: Chaired Corporate strategy teams reporting directly to Executives

board.

• Led implementation of Compliance program for Call Center team of 600+ employees

over a three month period, aligned with Governmental agencies mandates and

corporate strategy.

• Drafted company’s Consumer Privacy Policy and presented to Sigue’s Board of

Directors as part of strategy for establishing both industry best practices and sound

internal controls.

• As VP of Service Operations at Boom Financial, provided guidance to in house and

outsourced care teams, while supporting sales and marketing fulfillment and

distribution in US and Non US Markets.

Recognized Leadership. Chosen to lead cross functional teams in enterprise wide

initiatives.

• Led system conversion project team of 30+ cross functional experts. Key members of

team included System Analysts, Programmers, Users, Vendors, Managers and C

Executives.

• Selected to oversee development and establishment of company wide Quality

Assurance program for all Customer Impacting business units and departments within a

6 month period.

• Recognized by Valor Telecom’s Sr Executives for steering Customer Service team of

200+ through a period of union contract negotiations by promoting both an open door

policy and a customer first attitude amongst team.

PROFESSIONAL HISTORY

VP Service & Chief Compliance Officer – Boom Financial Inc. 2010 – Present

Directly responsible for all customer care and user experience cycles

Reports to Chief Executive Officer

Director of Operations – Sigue Corp (Financial Services MSB) 2004 –

2009

Responsible for US and MX Operation team of 600+ reports.

Reported to Chief Operating Officer

General Manager – RMH NCO Group (Business Process Outsourcing) 2002 – 2004

Led 3rd party inbound/outbound Call Center sales team of 500+ reps.

Reported to Sr. Vice President Of Operations

General Manager – Valor Windstream (Telecommunications) 1999

2002

Led start up and growth of residential & B2B team of 200+ team

Reported to Vice President Of Customer Care

Customer Sales and Service Manager SBC (Telecommunications) 1998 1999

Responsible for outbound/inbound B2C sales team of 120+ reports

Reported to Director Of Consumer Marketing

Customer Satisfaction Leader Direct TV (Cable & Entertainment) 1995 1998

Led team of 60+ direct and indirect sales & service team

Reported to Senior Manager of Customer Service

Sales Supervisor – Sprint (Telecommunications) 1991

1995

Managed start up and development of 120+ outbound sales reps

Reported to Vice president of Latino Sales and Marketing

ACADEMIC ACCOMPLISHMENTS

B.S. Business Administration San Francisco State University 1989

Operations Management Seminars Penn State and Denver University 1997

Management Action Program – MAP Corporate Training – Newport Beach

2004

Contact this candidate