MAXIMILIANO MUNOZ

**** ********* *** ****** ********* 3614, MIAMI, FLORIDA 33130

786-***-****

aczqev@r.postjobfree.com

OPERATIONS DIRECTOR

Focus of Interest: Business Process Outsourcing

QUALIFICATIONS PROFILE

Growth-focused, results-driven, and highly analytical professional with comprehensive experience in operations management, customer service, revenue growth, employee supervision, and account development.

Adept at providing first-rate customer service; improving operational effectiveness; and managing the company’s call centers in various locations overseas. Equipped with articulate communication and interpersonal skills, as well as bilingual native fluency in English and Spanish, essential in building and maintaining positive work relationships with colleagues and clients across multiple areas and functions. Technically proficient with Microsoft Office Suite (Excel, Word, and PowerPoint), Avaya Call Management System (CMS), Impact 360, and Blue Pumpkin.

CORE COMPETENCIES

Quality Assurance ~ Organizational Process Improvement ~ Financial Analysis and Audit ~ Cost Reduction ~

Cross-functional Leadership and Coordination ~ Strategic Planning and Implementation ~ Statistical Analysis

PROFESSIONAL EXPERIENCE

TracFone Wireless, Miami, FL, USA

CUSTOMER CARE CENTER MANAGER Feb 2011–Present

- Ensure alignment with TracFone Wireless vision and values, company standards, policies and procedures, and operational controls of all vendor performance goals

- Take charge of supervising the transition, implementation, and daily operations of various call centers and organizational processes

- Assume accountability in monitoring, measuring, and evaluating overall vendor (strategic partners) performance objectives including determining strategies, service levels, and customer loyalty

- Keenly monitor and evaluate performance of assigned call centers across Asia (Philippines) and Latin America (Honduras, Guatemala, Belize, Colombia, and Guyana), through key performance indicators that consist of quality, hold time, answer rates, transfer rates, overtime percent, budget approval and execution, as well as required staff against actual staff

- Provide expert supervision to approximately 4,000 agents and maintain regular communication with all departments in each call center, such as human resources and recruiting, training, operations, and quality assurance to ensure world class customer service, operational quality and utmost client satisfaction, retention, and loyalty

- Facilitate weekly meetings with each call center to closely track and discuss performance, issues, and action plans

Career Highlights:

> Improved operational effectiveness, maximized revenue growth opportunities, and reduced cost by liaising between TracFone Wireless and vendors in planning customer care call center partners’ daily operations, coordinating internal company resources, broadening relationships, and troubleshooting areas of need

> Played a vital role in recovering almost $360K by identifying fraud attempts and loopholes in the system through implementation of solid invoicing payment process

> Efficiently saved approximately $500K in annual operational costs by maintaining effective offshore and onsite presence and initiating multiple visits to assess call center operational efficiencies

> Boosted contact center volume by upholding over 90% service level during substantial subscriber base growth

> Contributed to the achievement of demand for agents in Colombia by developing alliances with local universities and conducting job fairs, in close collaborated with recruitment managers

> Earned selection to manage, streamline, and redesign the call centers’ invoicing process, which brought forth million-dollar cost savings for the company

ADDITIONAL EXPERIENCE

TracFone Wireless, Miami, FL, USA

FINANCIAL ANALYST Jun 2008–Feb 2011

- Rendered effectual support to the senior management in quantifying key strategic indicators and suggesting effective operational strategies for business success to streamline overall staffing schedules and improve call center efficiency

- Conducted special studies for strategic planning and control; evaluated complex financial and operational actions; and provided sound recommendations for policy, procedure, control, and action plan development

Career Highlight:

> Enhanced the call center effectiveness and efficiency by providing statistical analysis; short- and long-term strategic decision-making and -planning; forecasting; and expert project management

PriceWaterhouse Coopers, Managua, Nicaragua

JUNIOR AUDITOR Jun 2005–Apr 2007

- Made use of auditing tools to assess customer controls and minimize risks, while performing value-added and strategic analysis for clients

EDUCATION

Master of Business Administration in Financial Valuation and Investment Management, May 2008

GPA: 3.6 Graduated magna cum laude

Lynn University, Boca Raton, FL, USA

Bachelor of Business Administration, Minor in Finance and Economics, May 2005

Graduated cum laude

Ave Maria University, San Marcos, Nicaragua

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