Sales Management

Rodrigo Borgia

CEL. **** 9-11-5-731****

**************@*******.***

Summary

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Creative Leader that combines strategic planning with operational

excellence. Expertise in managing complex projects in B2B and B2C markets;

created and developed client relationships. Achieved C.O.P.C. and P.C.I.

compliance certifications in Outsourcing Global Company. Solid background

in third-party management: as client and as outsourcer. Excel P & L

achievements in different scenarios (up-sizing, down-sizing, re-sizing).

People Leader by example, high personal standards, mentor and people

developer.

Cost effectiveness reductions, Risk mitigation, Team builder, Process

Designer and Optimizer, Loan sales and collection experience, credit card,

banking & insurances financial expertise, collections, sales and customer

services areas; developed I.V.R. and dialer strategies.

Multilingual in English, Spanish, German and Portuguese.

Main areas of expertise

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. Call Center & C.R.M. Operation Management

. Corporative Call Center Operation Management

. Strategic Management of Customer Contact Care Centers and Customer

Relationship Management initiatives

. Managing high efficiency teams

. Strong experience in analysis and interpretation of data

. Co-ordination and execution of commercial campaigns

. Ability in negotiation processes

. Proven success in Project Management in complex environments

strengths

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. Dynamism.

. Client oriented.

. Motivated by challenge.

. Search of new developments in commercial and technological areas.

. Focus on cost control.

Professional Successes

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Hewlett Packard

C.R.M. Operation Manager

12/2006 - Present

Representative achievements:

. Increased the operational revenue in 15 % by deep diving in non-

mandatory costs.

. Increased "Employee Satisfaction" from 29.14 % Top Box to 42.54 % Top

Box in one year.

. Increased "First Contact Resolution" from 84.90 % to 96.29 % in less

than 6 month.

. Reduced attrition from 16,70 % monthly to less than the 6.00 % in less

than 6 months.

. Up-scale the whole operation from 22,000 calls / month to 60,000 calls

/ months in 1 year.

. Certified the operation in the C.O.P.C. (Customer Operation

Performance Center - global standard for Call Center) certification.

This certification is the first that E.D.S. has achieved in South

America and the second globally.

Job Description:

To Lead C.R.M. (Customer Relationship Management) business units for

clients in different industries: Personal Beauty, Automotive,

Pharmaceutical, Consumer Electronics, Fundraising, etc. To design and

implement Strategic and Operational programs for multichannel customer

contact centers. To ensure profitability while increasing customer

satisfaction indexes (CSAT) and reducing operational costs. To increase

incomes with up-sales and cross-sales programs.

Palermo University

Professor

09/2008 - Present

Job description:

Professor in the subject "Operations, Marketing and Integrated

Design" in the Strategic Marketing Division of the Master in Business

Administration (M.B.A.)

New Santa Fe State Bank

Call Center Manager

12/1998 - 12/2006

Representative achievements:

. Made the start up of the Call Center Business Unit in less time than

planned: I optimized the original plan from six to three months.

. Reduced the kick-off of the Telemarketing and Debt Recovery areas from

two months to one month including the recruiting and training

activities.

. Reduced the training time for commercial campaigns from four to one

day, speeding up the "time-to-market" in 10 %.

. Gained productivity in the sales area trough coaching and mentoring:

the telesales team started selling one low-income insurance per day

and I left that team selling 4 high-income insurances per day,

including up-sales, cold callings and directed campaigns.

education

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Postgraduate:

Master in Business Administration

Argentinean Institute for Enterprise Development (I. D. E. A. -

2004)

Call Center Management

Belgrano University (U.B. - 2002)

C.O.P.C. Registered Coordinator v.4.1

Customer Operation Performance Center (C.O.P.C. implementation

Partner - 2008)

graduate:

bachelor in business administration

LatinAmerican Educational University (U. C. E. L. - 2001)

additional skills:

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Speaker at:

I National Meeting in Call / Contact Center & Human Resources

IV Regional Congress of Relationship Marketing and Database

Marketing

I Call Center and C.R.M. Congress in Inner Argentina

First Conference about Complaints and Reclamations

XX International Financial Marketing Congress

II Regional Call Center and C.R.M. Congress

ExpoComm 2003 exposition

Computational Skills:

Expertise in Office: Word, Excel, Power Point, and Access. MS

Project. Design and implementation of Contact Centers, Customer

Relationship Management, Business Intelligence and Enterprise Resource

Planning tools.

Spare time activities

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Sports: Golf, Tennis, Surf, Scuba-diving

Other activities: video games player, management and marketing readings.

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References available upon request

Contact this candidate