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Customer Service Manager

Mission, Texas, United States
March 14, 2018

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Miguel Angel Carrillo

Cell: 956-***-**** & 210-***-**** /

Address: **** ***** ******, *******, ** 78572


Fully devoted to my career, I confidently implement innovative ideas to continuously grow as a whole. I enjoy challenges and new projects. Highly efficient, effective and adaptive to any situation and environment. I can easily relate to people and I love working in harmony with different work departments. Obstacles are the key to growth and I use them to learn and focus on finishing both the company’s and my team’s objectives.


2001- 2004

Masters in Business Administration

EGADE ITESM Monterrey Institute of Technology and Higher Education

1990- 1993

Masters in Science (Specialty: Electronics &Telecommunications)

ITESM Campus Monterrey / Monterrey Institute of Technology and Higher Education

1986– 1990 Bachelor Electronics and Telecommunications Engineering

ITESM Campus Monterrey / Monterrey Institute of Technology and Higher Education



2016 - 2017


2013– 2016

Manager Service Order Entry & Planning Quality Service Order Delivery

Enterprise Service Order Entry. Planning and scheduling service of customer service delivery. Attention and personalized monitoring of complaints from dissatisfied clients, assuring internally that the different areas provide a solution to the problem. Lean Process Application. Six Sigma Program.

Team members: 6 Supervisors and 61 associates.

Volume: 20,647 (Jan – Oct 2017) Setting Up service orders, hit rate 97.7%.

9,152 (Jan – Oct 2017) Customer service calls.

CRM fusion platforms (Siebel 7.5 & 7.8), 75% reduction in customer complaints.

50% in time reduction in service order entry, USD$83.3K Advance billing benefits.

Manager Quality Service Order Entry & Planning and Logistics of Materials/Supplies

Enterprise Service Order Entry. Materials Planning and Logistics (Supply Chain).

Management, leadership and development of the Planning Department and new planning strategies. Responsible to manage all aspects of materials flow and to maintain control and accuracy over all goods inventories, including all transactions, procurement, planning, scheduling, cost, warehouse, receiving, and shipping to ensure that customer orders are fulfilled on time.

Lean Process application. Six Sigma Program.

Team members: 4 Supervisors and 54 engineers.

Volume: 12,232 (2015 year) service orders processed, hit rate 98.5%.

3,185 (2015 year) Equipment and materials shipped.

31% reduction in OpEx (USD92.9K) as a result of improvements in the logistics process.


2007– 2013

Manager Direct Access and feasibility studies & analysis

Analysis and feasibility studies of last mile solutions & Direct Access Engineering and implementation (Microwave, Fiber Optic & Third Party Providers). Fiber Optic OSP Construction.

Team members: 4 Supervisors and 45 engineers.

33,391 feasibility studies (2013) & 3,180 last mile solutions built

$400K in CapEx reduction as a result of reconditioning and reuse of radio links.


2004- 2007

Manager Direct Access and Service Delivery

Direct Access Engineering and implementation (Microwave, Fiber Optic & Third Party Providers) & Delivery of Business Services (Data, Internet, VPN, Private Lines, Voice). Fiber Optic OSP Construction.

Team members: 4 Supervisors and 51 engineers.


1999- 2004

Manager Engineering and Network Implementation

Network data (intercity & interstate), Voice Switching, Fiber Optic Outside Plant Construction & Direct Access Engineering and implementation.

Team members: 4 Supervisors and 43 engineers.

Red de Transporte, Voz, Planta Externa y Acceso


1997- 1999

Manager Customer Service - Technical Support

Onsite CPE (Customer Premises Equipment) Support, Repair and replacement of equipment.

Team members: 3 Supervisors and 15 engineers.


1996- 1997

Onsite Operations Supervisor (Northeastern Zone)

Operation and maintenance of the Voice Switching Center and 5 points of presence of the Interstate network.

Team members: 15 engineers


Positive Attitude

Communication Skills

Interpersonal Skills

Capable of Analyzing and Solving Problems


Easy to Adapt

Bilingual (English/Spanish)

Strong Leadership


Able to Work with Others


Innovation Award 2007

Best Practices Awards 2009 y 2010

Continuing Education

Advanced Leadership Program 2005, 2012 & 2017

Executive Development Program LEXIUM 2010

Lean Program & Six Sigma Education, Quality Program Development.

Project Management (ITAM 1999)


Running and Reading

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