José Rafael Martínez Hernández

email: ac0t0b@r.postjobfree.com

Phone: (+52) 811.021.0315

EXECUTIVE SUMMARY

Enthusiast in new business development, Contact Center General Manager, successfully handled two Telemarketing centers, involved in all aspects and areas to ensure correct functioning and goal expectations. Areas of key competencies include administration, corporate financial planning, pragmatic effectiveness and management, HR, marketing. Production and quality control, community and business relationships. Passionate about building and developing teams to exceed sales, revenue targets and collection, with the best quality and customer care.

AREAS OF EXPERTISE

Proven ability to cope with conflict, stress and crisis situations.

Strong problem solving, mediation and negotiation skills.

Performance Management and Improvement.

Business Strategy, Development and Process Improvement.

Business and Financial Management.

Leadership, Coaching – Training.

Public Relations and Human Resources.

PROFESSIONAL EXPERIENCE

General Manager of FITZPATRICK (Aug 2014 to present) Great relationship management, experience in Business Process Outsourcing (BPO), Technology and Contact Centers specializing in partnering with forward thinking executives to increase brand identity, improve customer experience and reduce costs by transforming the way corporations sell and service customers. Effective utilization of strategic selling and teaching techniques as well as positioning at the highest levels.

Accountable for:

Decide on overall vision and direction, make final decisions over the corporation's operations. Comprehensive knowledge of all matters related to the business of the organization and the vision required to steer its course into the future.

Social capital within the company and between the company and its partners. Government and customer relationship management.

Overseeing all accounting and bookkeeping functions, ensuring that ledger accounts, financial statements, and cost control systems are operating effectively. Risk management, ensuring that risk is avoided, controlled, accepted, or transferred and that opportunities are not missed. Overseeing and identifying legal issues in all departments and their interrelation, as well as corporate governance and business policy.

Business administration, including daily operations and overall performance. Business development plans, design and implementation of processes to support business growth, measuring and maximizing revenue. Investment and/or for the asset liability management.

Data analysis and interpretation, quality assurance, setting up quality goals and ensuring that those goals continue to be met over time. Overseeing and managing regulatory compliance. Managing intellectual capital and knowledge management. Responsible for all product-related matters, product conception and development, production in general, innovation, user experience, project and product management.

Accomplishments:

Certified our Telemarketing Center with the norm NMX-I-27001-NYCE-2015 / ISO/IEC 27001:2013 standard for information security.

Obtained new clients and new business opportunities, exceed our client’s expectations in every department, managing the day- to-day operations, activities and profitability. Grew from 50 to 300 stations and managed 7 outsourcing companies with more than 700 stations in total, that increased our sales, customer support and collections accounts. Implemented decisions and initiatives.

Creating an excellent management team to help me with all aspects of the company and existing account growth. General Manager for Vox-Center IT & BPO Services – Connector Mty (Mar 2007 to Oct 2013) Increased managements effectiveness by recruiting, training, coaching and counseling all staff, coaches, supervisors and managers. Sharing values, strategies and objectives; assigning job responsibilities; planning, monitoring and appraising job results; developing incentives and a climate for offering information and options providing educational opportunities. Helped build companies image by collaborating with customers, government, communities, organizations and employees; enforcing ethical business practices. Ensured accurate documentation of production and quality control data and records. Direct and oversee site production activities and personnel. Ensured safety and compliance with quality control standards, regulatory compliance, and lease agreements, oversaw and ensured high safety standards at all time. Developed strategic plans by studying technological, operational and financial opportunities. Maintained quality service by establishing and enforcing organization standards and general oversight ensuring accuracy leadership and focused on obtaining goals.

Accountable for:

Defining corporate vision, business strategy, commercial strategy and working plans. Strategic planning and management. Innovation, research and development, communicating, executing, and sustaining strategy.

Administrative, financial, and operations management. Sales management, product development, distribution channels, marketing communications (including advertising and promotions), pricing, market research, and customer service.

Human resource management and industrial relations, human capital and wellbeing, diversity training and equal employment opportunity.

Brand's image, experience, and promise, and propagating it throughout all aspects of the company, overseeing marketing, advertising, design, public relations and customer service departments.

Government relations.

Information security.

Accomplishments:

Clients: Bank Santander, Liverpool store, Telmex, Dish, Government, Institute Avance, and Brokers campaign in USA.

Obtained a great alliance and partnership with: UANL – FIME (Largest University in Monterrey)

Created jobs for disabled people, old women and people without experience.

Home-office implementation in Mexico.

Area Manager Colchones Príncipe y Muebles Gucci (Mar 2006 to Nov 2006) Responsible for business operations, management, research and manufacturing. Business processes, defining rules, policies, and guidelines to ensure that the main objectives follow the company strategy as well as establishing control mechanisms, including privacy policy enforcement.

Established procurement, production, marketing, field and technical services policies and practices; sourcing goods and services and negotiating prices and contracts, coordinated actions with corporate staff. Provided efficient solutions to the development of processes and products.

Accomplishments:

Managed: 5 sales teams (with 3 to 4 salesmen) 15 collectors and 3 service and maintenance helpers.

Supervision of 15 stores FAMSA and Electra.

Wilson & Company, Hanson & Wilson, Wilson Aries and FRAMA (Jan 2003 to Sept 2005 / in Mexico and USA) Engineer and surveyor on several projects all over the USA and Mexico (residence, malls, railways and stations, streets and highways). In charge of supervising the construction, making judgments and solving problems, taking responsibility for health and safety on site. Dealt skillfully with a diverse range of people including clients, architects, other engineer professionals, sub-contractors, owners, and members of the public. Ensured projects were completed on budget and to schedule. Always maintained quality of workmanship monitoring the provision of materials.

EDUCATION

Universidad del Valle de México (Monterrey, México) Bachelor's degree, Business Administration and Management, General (2012 – 2014)

Universidad Regiomontana, A.C. (Monterrey, México) Bachelor's degree, Chemical Engineering (2004 – 2007) CERTIFICATIONS

ISO/IEC 27001:2013 standard for information security.

NMX-I-27001-NYCE-2015 standard for information security. CERTIFICATE: SGSI-056

LANGUAGES

Spanish (Native), English (Bilingual proficiency

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