Call Center Project Management

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Yasser I. Salinas

San Diego, California, United States *************@*******.*** 619-***-**** in/yassersalinas SUMMARY

Information Technologies and Cybersecurity professional. Customer-oriented, with a solid background in Team Building, Project Management, cost reduction, vendor management, and Standard Operation Procedures. Bilingual in English and Spanish. 10+ years of experience in Company Mergers, Call Centers, IT, and Telecommunications. Management of cross-functional teams with diverse cultures. Highly skilled in offshore Call Center start-ups: Legal, Accounting, HR, Finance, Technology, and Operations. EXPERIENCE

IT Administrator

People Connect June 2017 - April 2024, San Diego, CA Supports administrative tasks and projects relative to the Security, Desktop, Wide Area Network, Local Area Network, and Telephony – all aspects of database managementIdentify problem trends and develop solutions to ensure troubleshooting efforts are proactive and effectiveDiagnose and resolve software and hardware incidents, including operating systems across a range of applicationsEnsures department standard operating procedure (SOP) is complete and accurateEstablish regular tests/audits to ensure procedures are followed and controls are appropriateConducts risk assessments and provides recommendations to mitigate gapsInvoke problem escalation procedures to coordinate recovery and minimize system downtimeAssist in the development and implementation of quality and continuous improvement programsManage assets and tickets using an internal systemPrepare/Communicate required statistics, status reports, and graphical/visual aids that reflect department trends, and use data for continual improvementCoordinate work processes and projects with other departmentsProvide oversight to ensure smooth operation of phones, IVRs, internet, and VPN across all hours of operationConduct periodic demonstrations for review of existing IVR flows and call routing and their functionalityImplements suitable technology to streamline all internal operations and help optimize their strategic benefitsManage IVR and queue routing development, QA, testing and report results to managementAccountable for meeting systems infrastructure or operational Service Level AgreementsResponsible for a variety of duties related to planning, administration, decision making, problem solving, strategy, etc., related to Information System policies, processes and proceduresProvide oversight to ensure computer assets are in working condition and maintain records of assets

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People Connect (formerly Intelicare Direct) www.peopleconnect.us 06/2017–Present Network Support Services IT Supervisor San Diego, CA People Connect builds ways to explore, find, and manage information about people.

• Under the CTO's direction, I merged the corporate cloud and communication systems —Intelicare Direct and People Connect.

• As part of the Continuity of Business plan, I created a safe work-from-home network environment before the CoVID-19 pandemics with virtually zero downtime.

• My team renewed the computer equipment and disposed of 100% obsolete devices.

• I organized, structured, and improved the IT Department during my first year within Intelicare Direct by o Reduce department costs by 37.5%—better rates negotiated with providers. o I increase the network uptime from 60% to 99.7% with almost zero direct impact on operations by re-engineering the network architecture. o Increasing SaaS utilization by 80%. I automated and trained technical personnel. o Save 100% on investment by the creation of in-house management systems.

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Implemented network infrastructure upgrades, enhancing security and reducing downtime by 25% through strategic deployment of hardware and software solutions, including firewalls, routers, and intrusion detection systems.

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Developed and implemented network security protocols that reduced incidents of unauthorized access by 50%, utilizing firewalls, intrusion detection systems (IDS), and encryption technologies over a span of 18 months.

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Implemented advanced network security protocols, decreasing unauthorized access attempts by 35% and ensuring the protection advanced network security protocols, decreasing unauthorized access attempts by 35% and ensuring the protection of sensitive company data across all systems and devices.

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General Manager Mexico Operation

Blue Frog Media, Inc. June 2006 - January 2008, Tijuana, Mexico. Blue Frog Media Inc is a company provider of media content, broadcast television channels Bulla TV and LATV. Also, premium cellular phone services—ringtones, wallpapers, games, and chat services.• I set up Mexico Call Center Operation in one month with 60% of the budget and one week before the projected time.• I managed the entire operation—Call Center Operations, HR, Accounting, Legal, Facilities, IT, Finance, Customer Service, Text Chat, and Text-to-TV moderation.• Implemented KPIs, procedures, and reporting tools automation.• Developed a teamwork philosophy under minimum supervision.

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Directed a workforce of 150 employees, achieving a 25% increase in annual revenue by streamlining operational processes and implementing cost-saving measures across multiple departments.

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Regional Customer Relationship Manager

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Sixbell April 2006 - November 2006, Tijuana, Mexico Six Bell Nekotec Technologies develops call center solutions—IVR’s, Call center administration applications VoIP and IP based.• Responsible for Region 1 IVR, VoIP Gateway, Multitenant Call Centre for Telcel, company #1 in mobile telephony (Cellular)• Coordinate and management of Support, Research and Development departments• First point of contact with the Executive Team.• Report directly to Executive Director

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Enhanced client satisfaction by 25% over a 12-month period through the implementation of new customer loyalty programs and the utilization of CRM software like Salesforce to track and analyze engagement metrics.

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Increased customer retention rates by 25% through the implementation of personalized service strategies and regular training sessions for a team of 15 representatives, using CRM tools like Salesforce to track and analyze customer interactions.

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Workforce Manager

Lexicon Marketing May 2005 - April 2006, Tijuana, Mexico Lexicon is the developer and marketer of Inglés Sin Barreras, the world's best-seller English learning program, The Disney World of English, and Olympia Cookware.• Project management and coordination with Mexico and US for IT, Telecom, Call Center, Customer Service, Training, and Operations.• Responsible for Workforce Management and TV spots coordination with the Media department and TV networks Univision, Telemundo, Telefutura, and Galavision.• Report to high-level management the business performance.• Implement the Six Sigma and ISO philosophy on WF, CC, CS, QA, Training, and Operations for process automation.• Provide training courses on IT infrastructure in Mexico and US.

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Directed workforce planning and scheduling for a team of 150 employees across multiple departments, achieving a 15% increase in operational efficiency and reducing overtime costs by 25% through effective resource allocation and data-driven decision-making.

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Customer Relationship Manger

Avaya September 2004 - December 2004, Tijuana, Mexico Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than one million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers, and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large.• Responsible for all activities related to the Avaya telecommunications equipment in Telvista for Mexico and US operations.• Solve customer care and technical issues in IT & PBX, ACD, CTI, PSTN, and ISP.• Coordination and management of 4 field engineers and high-level escalation engineers.• Responsible for all activities related to the Avaya telecommunications equipment in Telvista—Mexico and US.

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Enhanced customer satisfaction scores by 25% over a 12-month period by developing personalized engagement strategies and leveraging CRM tools such as Salesforce to manage client interactions and streamline service delivery.

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Project Head

Mphasis BPO November 2002 - May 2004, Tijuana, Mexico MphasiS is a global IT and BPO services company, which consistently delivers real improvements in business performance for its clients, through a combination of technology know-how, domain, and process expertise. MphasiS' 24/7 global delivery model optimizes cost, enhances productivity, and improves time-to-market• Set up a new services company on customer service (call center) in Tijuana México• Implement the Six Sigma work philosophy as the head project and write articles related to corporate magazine• Work on ISO 9001-2000 certification team• Coordinate the Safety and Hygiene Committee• Train people to be Customer Service Executives to provide support related to financial institutions and the philosophies described above.

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Directed a cross-functional team of 20 to successfully deliver a $2M project three months ahead of schedule, utilizing methodologies to enhance productivity and stakeholder engagement.

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EDUCATION

Bachelor of Science Electronics Engineering, Telecommunications Universidad Autonoma de Baja California • Tijuana, Mexico • 2010 • 81/100

• Apporved CENEVAL for degree with satisfactory development assessment CERTIFICATIONS

Cloud Digital Leader

Google • 2025

A Cloud Digital Leader can articulate the capabilities of Google Cloud core products and services and how they benefit organizations. They can also describe common business use cases and how cloud solutions support an enterprise.This certification is for anyone who wishes to demonstrate their knowledge of cloud computing basics and how Google Cloud products and services can be used to achieve an organization’s goals.

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• https://www.credly.com/badges/9150aacb-7957-432d-bdee-d671926dcc2b/public_url Cybersecurity Fundamentals for Engineers

ConnectWise • 2023

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Okta Certified Professional

Okta • 2022

Okta Certified Professionals possess knowledge about secure identity management and mobility concepts. They have hands-on experience completing day-to-day operational tasks to support users of the Okta service. Professionals have familiarity with Okta technology and processes related to simple directory integration, single-sign on federation, and application provisioning aspects of User Life Cycle Management.

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SKILLS

SaaS: Okta, Google Workspace, Microsoft Office 365, Azure, Single-Sign-On, One Login, AWS, Amazon Connect, Faronics Deep Freeze, Lets Signit, Sift, Brivo, and Kantech.

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Networking and Telecommunications: VLANs, Firewalls, Routers, Switches, MPLS, UPS power supply. Cisco Meraki, Unify, Avaya, and Mitel.

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• Protocols: VoIP, QoS, DHCP, HTTP, TLS, SSL, NTFS, Wireshark Network Analysis.

• Operating Systems: Windows 7, 8, 10; Windows Server 2008/R2 and 2012/R2, Active Directory, Mac OS, iOS, and Android.

• Anti-virus: ESET, Symantec, Bitdefender, McAfee, and Malwarebytes. Programming languages: Phyton, Java, Visual Basic, HTML, C++, Pascal, Turbo C, Microsoft Visual Studio 2008, Assembler, Code Warrior for hcs08/mc9s08, and scripting.

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• Design Applications: Adobe Creative Cloud, Adobe CS3, and CS4; Microsoft Office 2016/2013, Project, Visio; Blender.

• Project Management Applications: Asana, Visio, Trello, Atlassian, Service Now.

• Management: Project Management, Asset Management, Providers Management, and Standard Operation Procedures development.

• IT and Telecom equipment installation, administration, and troubleshooting.

• Call Center, Customer Service, and IT Management.

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