Operations. Customer Service Management, Human Resources, Business &
Resume:
Carlo Adolfo Suárez
Rosewood Pointe
Acacia Estates
Taguig. Manila
Philippines
Passport ECU (170510982-3)
E-mail adlfbs@r.postjobfree.com
Roaming Telephone Line +63.945.1638086
Objectives:
To obtain a position in the areas of Business Development / Operations / Project Management / CRM with a BPO in which I can utilize my skills and abilities acquired through my career, maximizing resources and being able to contribute intensely to all general business aspects of the company.
Experience Circle
Over 15 years of experience within the Telecom industries, Over 5 years of experience working with BPO’s Spanish Operations Teams in different position including quality control Operations and product and language training known best for my skills in crisis management, new product development, new product marketing & product launching, helped the teams working with me to meet tough forecast and deadlines. Qualifications:
● Strong leader capable improving processes, increasing productivity and rapidly resolving critical business problems
● Results-driven business consultant with over 15 years of experience overseeing operations, projects and business service. Career History
SYKES Asia ( Abbott Diabetes Care Management )
Service - Resolution - Support .
SYKES is a global leader in international contact center management solutions in the BPO arena.
Spanish CSR .
Aug 12 - 2012 To Aug 2017
Under minimal supervision accepts and directs all incoming phone calls according to policy and procedures and department productivity and quality standards. Resolves routine to moderately complex issues, refers appropriately to management as needed. Primary Responsibilities:
● Answer Spanish incoming calls from the Provider Inquiry Line and the Fraud Hotline
● Incoming calls can be from members and or Providers questioning claim status, review status, appeal status and / or reporting of fraud
● Logging of all incoming calls in a Call Tracking Documentation System
● Maintains accuracy standards of 97% or greater
● Maintains adherence standards of 95% or greater
● Ensure adherence to state and federal compliance policies, reimbursement policies and contract compliance
● Works independently and as part of a team
● Act as a resource for others
Suarez& Co Management Consulting Firm.
Management Consultant for Satellite Telecom Business Management BPO Business Process Outsourcing Customer Quality Control / HCM / Operations/ Retail Sales & Operations.
Privately Held; 11-50 employees
August 2008 – Present
Provide assessment, strategies and management plans working at national and international levels with strengths in Reengineering Business Processes, Project Management, Customer Service Management, Recruiting & Human Capital Management, Sales & Marketing, Crisis Management, Strategic Planning Performance Assessment, and Client Acquisition & Retention.
Experience
Business Process Outsourcing
Work together International consulting firms ( BPO) as well as with (TELECOMS) in the markets of Malaysia, Singapore, Bangladesh, Sri Lanka, Thailand, India (Chennai & Delhi ) Assisting with in the Operations of the organization in the following areas: Business Development, Account Management, Client Management, Recruiting Human Capital Management, Customer Service Managements and Bilingual Training ( Spanish – English)
World Fashion Channel
TV Content Development, Broadcasting over Satellite and IP (Internet Protocol-) Hong Kong / Singapore / Thailand / Philippines
2007 To 2010
Regional Director (Consultant).
Created an entirely new Business Plan which reinvented the company’s identity for the Asian region. Managing a local team of producers, writers, photographers and media professionals who worked totally on creating fresh fashion Asia related content for the new local network. Managed a small team of sales personal with the goal of placing the fresh created content on new media platforms, worked with Satellite Operators and capacity resellers to negotiate and acquire bandwidth for the Asia Pacific region. Work in the legality and licensing for the new regions in which WFC (World Fashion Channel) will be officially launching. Operations were partly successful, launched out of Singapore and Philippines for Satellite and Web based TV.
ABS
Asia Broadcast Satellite
Hong Kong
2005to 2007
Sales Marketing.
Involved in important responsibilities such as Sales, Marketing and Customer Support, including planning & analysis for future company expansion through a newly created content platform as well creating products for MSS interacting with GSM/ CDMA/ GPRS/ VOIP/ IP products through the Middle East and Asia Pacific. Developed and implemented regional sales and marketing strategies according to the market needs and behaviour at the same time created, controlled marketing and activity of new products setting achievable goals for local sales teams. SpeedCast limited
Satellite provider & Broadband Enabler
Hong Kong
2000 to 2005
Sales Marketing
Responsible for SpeedCast’s Broadband and Satellite services as well as, product development & marketing offered at the time on AsiaSat1, AsiaSat2 & AsiaSat3’ markets. Leading the company’s sales personnel and regional offices to gain customers and strategic regional partnerships in the regions mentioned above, developing new businesses with Corporate Markets as well as B2B with key clients and partners ensuring that short term and long term line targets are met.
GlobalNet
Second Licensed Internet Provider
Kuwait
1998 to 2000
Director of Operations/Consulting Based
Worked with the Al-Asari Group to create from concept to reality a new small telecom venture that will provide IP connectivity through Wi-Fi in the Downtown Kuwait area slowly expanding through the north. This project was fully financed by the CEO of Sterns Oil and CEO of GlobalNet Ahmed Al Ansari.
Responsible for a team of 13 people who ran the entire operations of this new venture including Business Development, Human Resources, Legal, Marketing & Sales. This Internet Service Business Pilot reached profitability within the first 14 months of operations, acquiring new satellite backbone under the licence of KEMS and expanding into one of the first prepaid products in Kuwait and the test of the first commercial Wi-Fi product in the area.
The company lost its licence to provide IP services when the Government of Kuwait launched its own service with the partnership of an international provider. Reported to the CEO. Ahmed Al-Ansari
ZakSat WLL.
(Satellite Broadband Enabler )
Kuwait
1996 To 1998
VP Operations and Sales
Reported to CEO Mario Pino
Toys R Us (General Retailer)
New York
1993 To 1996
Retail and Manager for General Operations
Bergdorf Goodman
Neiman & Marcus Retail Group
New York
1989 To 1992
Retail and Manager for General Operations
Education
City University of New York
NY . New york
Bachelor Degree Business Administration
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