Customer Service Executive

ALFREDO MENDOZA

Current Address: **** ***** ****** **, ** Paso, TX 79938

Phone: +1-915-***-**** / Email: **********@***.*** SENIOR MANAGEMENT EXECUTIVE

Results oriented Senior Operations Executive with 20+ years of global BPO delivery experience and consistent track record of success in setting strategy for high-profile organizations, achieving quality, productivity, and customer service excellence, and directing cross-functional teams to meet and exceed objectives. Global BPO Experience (Mexico, India, Guatemala, Philippines, Canada & US) Experience in leading large operational teams and support functions Delivered Multimillion-Dollar Revenues and Profit Gains across Multiple Functional Areas Developed and Executed on Six Sigma Improvements

Strategic Planning & Execution Staff Development/Retention High Energy and Ability to Energize

Operations Delivery Metrics Driven / Six Sigma Employee Engagement

Client & Vendor Management Employee Mentoring/Coaching Profit & Loss Responsibility PROFESSIONAL EXPERIENCE

YA Engage (Young America) July 2016 – April 2020

Senior Director Contact Center & Vendor Oversight

Direct responsibility of in house contact center on Chatham Ontario Canada as well as onsite Management of contact center / document management vendor in Ciudad Juarez, Mexico. Ensuring top performance from contact center organization of 400 FTE’s (200 in Canada and 200 in Mexico) & document management organization of 150 FTE’s between Juarez Mexico and India. Hinduja Global Solutions (HGS) June 2014 – June 2016 Senior Director Operations.

Direct Responsibility for Customer Center Healthcare P&L, operational excellence and growth. Managing Call Center organization of 400 FTE’s (Growing to 650 FTE’s during Open Enrollment). KEY CONTRIBUTIONS & ACCOMPLISHMENTS:

Growth &

Financials

Achieved yearly run rate of $20MM in revenue

Achieved target of Operational Net Income of 20%.

Achieved aggressive ramp-up to 400 FTE’s within 6 months

During initial six months of production, business was able to penetrate 1st Healthcare client to expand line of services (successful lunch of Medicare and Outbound Client Retention process), after 12 months business expanded to 2nd Healthcare client. Operational

Excellence

95% compliance on contractual performance requirements

Best employee retention in the US business (6% Monthly attrition)

80% of first level management from internal promotions

Implementation of business performance metrics to mentor leaders and measure performance on a daily bases.

Implementation of team performance concept vs individual performance to drive productive/healthy competitive environment

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ALFREDO MENDOZA – PAGE 2

Phone: +1-915-***-**** / Email: **********@***.*** S-Data Solutions 2010 – May 2014

Executive Vice President.

Direct responsibility for business P&L (US & Mexico), operational excellence and growth. Organization included Imaging, data entry, contact center and promotional/rebate solutions. Direct responsibility for Operations, Sales, Finance, Quality, Software Development and IT Infrastructure KEY CONTRIBUTIONS & ACCOMPLISHMENTS:

Growth &

Financials

Revenue Growth from of 100% after initial 24 months, driving both organic growth and new customer wins thru lead generation from contacts, call calling and email campaigns

Increase Business Net Income from 8% to 20% average per month.

Development of pipeline review (sales dashboard / score card) to measure sales force effectiveness

Implementation of formal reviews with customers “C” level executives for organic growth.

25% cost reduction in direct labor by implementing production standards and elimination of non value add steps thru our software development projects.

Generation and management of offshore vendor supplier network (India) Operational

Excellence

Implementation of customer surveys to improve customer satisfaction by focusing on formal feedback on areas of improvement, Net Promoter Score improved to 80% vs baseline of 20% at beginning of the initiative

95% compliance on contractual performance requirements. GENPACT, 2009 – 2010

Vice President & Site Leader, Juarez, Mexico

Direct leadership of more than 1,000 associates representing $32MM in revenue. Organization included Contact Center (Customer Service & Collections), Document Management, Data Entry and Finance & Accounting. Integrated operations into Genpact global culture and drive efficiencies in operations through talent upscale and process re-engineering.

KEY CONTRIBUTIONS & ACCOMPLISHMENTS:

Revenue &

Bottom-Line

Performance

Assist Business Development team on closing deals by presenting capabilities to C level executives of potential customers and leading site tours to showcase business capabilities and performance excellence.

10% to 20% organic growth year over year on existing accounts thru strong performance

Reduced cost base by 25% in 10 months, driving efficiencies across support functions

(HR, IT, Finance, Six Sigma, Transitions) and operations supervisory levels Organizational

Leadership &

Development

Employee engagement at all levels with regular touch points through town halls, group meetings, one-on-ones, and employee newsletters. Allowing ALL individuals to invest back into the organization with ideas… promote thought leadership.

Investment in leadership development capabilities. 70% of promotions were made from internal resources.

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ALFREDO MENDOZA – PAGE 3

Phone: +1-915-***-**** / Email: **********@***.*** GENPACT, 1995 - 2009

Contact Center Leader, Genpact – Juarez,Mexico (2007-2009) Direct leadership of over 400 call center associates for various clients within GENPACT representing $12MM in yearly revenue, delivering results for customer service and collections processes (Retail, Healthcare, Banking and Automotive). P&L ownership, service delivery and portfolio growth as the main objectives. KEY CONTRIBUTIONS & ACCOMPLISHMENTS:

Operations &

Team

Leadership

Distinguished as best organization within Mexico and among the best Net Promoter Scores globally for contact centers (60%).

Direct reports recognized as top talent in Mexico, accomplished international assignments within the group, for direct associates achieved 30% annual attrition vs. industry standard of 40%+.

Revenue &

Bottom-Line

Performance

Reduced operations costs 20% by reducing levels within the organization, reducing overhead, establishing budget controls for transitions, and T&L.

Grew Contact Center 266% from 150 FTE’s to 400+, signing 4 new clients.

Launched first healthcare collections process within GENPACT. Staff

Development

Align operating leaders to global practice leadership to ensure knowledge transfer, enroll 100% of operating leaders in corporate development courses. Productivity

& Quality

100% Certification on Green Belt and Lean for indirect staff, six sigma projects producing a bottom line impact of $500K for GENPACT. Community

Outreach

Championed over 3,000 hours of community service through mentoring programs, renovation projects, direct instruction, special events, and fundraising initiatives. GENPACT

GE Money Service Delivery Leader – Juarez, Mexico (2004-2007) Six Sigma Mexico Quality Leader – Juarez, Mexico (2002-2004) Business Unit Leader – Juarez, Mexico (1998-2002)

Process Engineer – Juarez, Mexico (1995-1998)

KEY CONTRIBUTIONS & ACCOMPLISHMENTS:

Customer

Service

Delivery

Start up of bilingual (English/Spanish) collections operations for GENPACT Mexico with an increase in collections for the customer of 200% after stabilization period (6 months).

Part of initial team to pilot GENPACT global transition toolkit that is now utilize as the global outsourcing frame work for transitions.

Process

Engineering

&

Productivity

Gains

Develop and drive digitization initiative with delivery of $1.2MM in yearly savings for customer (GE Money).

Recognition for the Mexico pole by GENPACT global CEO and global Quality leader as the fastest site to gain six sigma DNA, achieving 75% GB Certification, establishing processes to ensure six sigma project signoff by customer ensuring impact delivery thru six sigma.

Implementation of production standards based on Time and Motion Studies, delivering 25% productivity increase for transactional work.

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ALFREDO MENDOZA – PAGE 4

Phone: +1-915-***-**** / Email: **********@***.*** PROFESSIONAL DEVELOPMENT

Bachelor of Industrial Engineering in Production, 1995 INSTITUTO TECNOLOGICO DE CIUDAD JUAREZ – Juarez, Mexico Six Sigma Certification

Certified Six Sigma Green Belt

Professional Training

DMAIC BB Training Lean Training,

Advanced Leadership Program Effective Coaching Skills, Finance For Non Financial Managers Presentations Skills, Voice of the Customer Training Six Sigma Process Management, Statistical Process Control Workout & CAP Skills Business Process Management System Professional Affiliations

Member, United Way Committee

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