DIEGO VEGA

Miramar, FL ***** adt72j@r.postjobfree.com

954-***-**** www.linkedin.com/in/DiegoVegaLACExecutive

EXECUTIVE SUMMARY

Accomplished Internationally-Experienced and Fully Bilingual Business Management, Business Development, Sales and General Management Executive with diverse Customer Experience in the US, LAC, European, Middle Eastern, African, and APAC markets. MBA graduate with strong experience in the Financial Services (Payments, Credit Cards, and Remittances), Technology, Medical Device, Teleservices, and Outsourcing industries, and possessing the unique ability to coach, train, motivate, guide and inspire diverse teams and constituents. Known as a dynamic leader and team player with excellent people and project management, communication, negotiation, training, and analytical skills. Equally adept at internal or external client-facing assignments. A metrics-driven executive with a proven track record of creating, measuring, and exceeding aggressive Key Performance Indicators. Key skills include:

Customer Experience – Sales & Business Development - People Management - Program Management

General Management - Project Management - Inside and Outside Sales Management

Analytics and Corporate KPIs - Strategy Development - Change Management – Team Training

Customer Relationship Management - Vendor Management - Voice of the Customer

Experience

MoneyGram International, Miami FL 2019 – Present

Partner Development Manager – South Florida, 2020-Present

Responsible for 300,000+ Transactions, $3+ Million in Overall Revenue and the Strategic Expansion of the Agent Network for all of South Florida

• Identify new retail business and account management opportunities

• Develop and maintain relationships with existing agents in South Florida

• Provide strategic sales and marketing direction for global money transfers

• Identify opportunities to increase brand awareness and promotions to increase sales and revenue growth

• Monitor the remittance competition, evaluate migration and remittance patterns and develop effective strategies to promote MoneyGram brand recognition within the payments industry

• Awarded: 100% First Time Quality Award for submitting High-Quality applications during Agent Onboarding

Corridor Development Manager – Caribbean, 2019-2020

Responsible for 1 Million Transactions, $12 Million in Overall Revenue and the Strategic Expansion of the Agent Network for the Caribbean Corridor in USA and Canada

• Identify new retail business and account management opportunities

• Develop and maintain relationships with existing agents in USA and Canada

• Provide strategic sales and marketing direction

• Demonstrate expertise in advertising, promotions, event sponsorship, grass root activities for the Caribbean Corridor (Primary focus on Dominican Republic, Guyana, Haiti, Jamaica, and Trinidad & Tobago)

• Coordinate marketing initiatives and represent the company at trade shows, community and professional associations, conventions and events

• Identify opportunities to increase brand awareness and promotions to increase sales and revenue growth

• Monitor the remittance competition, evaluate migration and remittance patterns and develop effective strategies to promote MoneyGram brand recognition within the payments industry

Western Union Financial Services International, Miami FL 2015 - 2018

Sr. Global Customer Experience Lead, North America, EUCIS, MEASA, APAC, LACA, 2017-2018 Led end-to-end Customer Experience initiatives to create multiple value streams in the retail, digital, and mobile space that enhanced the lifetime value of existing customers while simultaneously capturing the next audience of money movers through acquisition around the world.

• Drove nine figure incremental revenue generation from improved customer KPIs across global value streams.

• Supported the development and implementation of value stream priorities and customer journey roadmap Led program management and the monitoring and assessment of key customer value stream related KPIs – analysis/assessment and tracking

• Synthesized customer research, analytics, and feedback to inform prioritization

• Aligned stakeholders across the global money transfer organization on value streams to deliver against revenue targets

• Advocated the value stream methodology through shared results from in flight and future flight value streams

• Customized reporting and metrics for global business units

• Led efforts in support of the value streams and the WU Way, embedding both Lean and Agile tools and methodologies

• Led the delivery of customer value creation across the global organization Awarded: Multiple internal BRAVO Awards in recognition of superior performance, teamwork, modeling the WU Values

Business Development Manager, Mexico, Canada, and Caribbean Regions, 2015-2017 Delivered on all revenue objectives - Provided strategic direction for new Western Union opportunities in the Latin America, Caribbean and Canada Region. Worked in collaboration with Country Managers, Operations Managers, Internal Constituents and affiliated Remittance Agents, analyzing all business dynamics and KPIs in order to grow the Global WU Business.

• Drove the business via use of KPI metrics

• Developed business opportunities that were consistent with WU's long range vision and strategic plans.

• Performed revenue forecasting, budgeting, and analysis to optimize WU’s return on those investments

• Optimized the WU business case process while minimizing cost

• Built strong relationships with key stakeholders

• Conducted business analyses and other initiatives to determine effectiveness of programs

• Evaluated projects through financial feasibility studies, market research and planning

• Worked effectively in a matrix organization with multiple indirect managers located primarily in the Latin America, Caribbean and Canada Region

• Awarded: Multiple internal BRAVO Awards in recognition of superior performance, teamwork, modeling the WU Values

Visa, Inc., Client Training & Publications Group, Miami, FL 2012 - 2014

Global Training Director & Business Leader of the Visa Business School

Led a global team of 5 dedicated cross-regional trainers and content developers focused on client-facing training opportunities in both the US and International Markets (Canada, LAC, CEMEA, Asia-Pacific).

• Developed and delivered client-facing and web-based training courses for global client organization with expertise in EMV, Credit & Debit, Processing, Operations, Issuing, Acquiring, Acceptance, and Disputes.

• Worked cross-functionally to set and direct strategy for curriculum development globally, ensuring that plans are metrics-driven, analytical, and implemented successfully, within time, and budget

• Ensured that client satisfaction scores, metrics and KPIs are met and exceeded

• Managed a global direct report team of Sr. Trainers located in Miami, Sao Paolo, London, and Singapore

• Awarded the Visa International “Go Beyond – Certificate of Recognition”: For Visa Debit Operations Best Practices Webinar

Mastercard Worldwide, Latin America and Caribbean Region, Miami, FL 2005 - 2012

Vice President, Business Leader of Sales Training and Development, 2011-2012

Drove the introduction and effective use of Salesforce.com to the entire Sales Force, Sales Management, and Regional Executive users in LAC. Oversaw the yearly Voice of the Customer CRM program. Launched the Sales Training & Development Academy in LAC targeting the Sales and Sales Management population.

• Facilitated multiple face-to-face and internet-based (webinar) trainings with sales and cross functional partners

• Drove best practices and utilization of the Sales Discipline Framework to promote sales cycle efficiencies

• Championed the use and adoption of Salesforce.com to create and support best in class CRM

• Coordinated, analyzed and disseminated the results of the yearly customer survey program

Vice President, Business Leader of Program Management, 2010-2011

Managed key strategic sales projects in the Caribbean and Central America. Supported Regional and Local Management in prioritizing and selecting projects, allocating resources, and monitoring progress by coordinating project execution. Worked closely with specific functional areas including Products, Franchise, Operations, Marketing, and Legal, to complete all projects on time and under budget.

• Developed a Project Management model which was adopted by all LAC PM’s as Best Practice

• Managed 100+ EMV Chip migration projects in Venezuela

• Launched the Banco BHD-MLB Co-branded card in Dominican Republic ahead of schedule and under budget

• Created and implemented the Project Plan to convert Banco Coop’s complete Debit portfolio in Puerto Rico

Vice President of Business Development, MasterCard Direct Services (MCDS), LAC, 2005-2009

Built, developed, and led the LAC Inside Sales and Telesales that provided exceptional customer service and promoted increased revenue growth for Small Market Key Accounts. Defined metrics and strategic direction while managing a team of five Business Development Managers. Responsible for full P&L.

• Serviced 100+ Accounts in 30 countries

• Generated $30+ Million in Revenue and $3+ Billion in Gross Dollar Volume.

• Averaged a CAGR of 20+% in 3+ consecutive years

• Awarded the MasterCard – “S.P.O.T. Award”: For Superior Performance and Outstanding Teamwork

Microsoft Corporation, Miami, FL 2004 - 2005

Service Delivery Group Manager, LATAM and EMEA

Managed remote direct report staff of five Service Delivery Managers and oversaw 1000+ vendor-associates across multiple Outsourced Vendors in LAC and EMEA. Held full P&L responsibility for more than $25M worth of customer service, including Phone, Chat and Email support for Free & Paying Customers, focusing on the Hotmail, Instant Messenger, and MSN.com products.

• Managed the financial aspects of the business, including Vendor Costs, Invoice Adherence, and Cost Models

• Exceeded business goals on all Customer Satisfaction Metrics, Issue Resolution and Budget adherence

• Introduced strategic and tactical initiatives that improved the overall performance and efficiency of the operation

Merkafon-Teleperformance, Miami, Fl 2003-2004

Vice President of Business Development – US Hispanic Market

Identified and developed business opportunities within a target client base of US Fortune 500 companies for a full-service Business Process Outsourcing (BPO) company specializing in Call Center Services for US & Hispanic Markets. Called on new and existing C-Suite customers, and responded to all RFIs, RFPs, and business tenders. Offered inbound & outbound bilingual services from US and Offshore locations in order to increase the company’s revenue.

• Generated $3+MM in new business revenue via inbound customer care programs and outbound telemarketing campaigns

• Managed existing and new client account relationships from the initial introduction to the closing of sales

• Created and developed a US presence via aggressive brand placement

Capital One Financial Services, Tampa, FL and Richmond, VA 2000-2003

Group Manager - Worldwide Telemarketing - Richmond, VA, 2002-2003

Managed a Direct Report team of 5 Project Managers and an entire staff of 15. Developed, implemented and led Capital One’s inbound and outbound Telemarketing strategy and Outsourcing policies. Responsible for management of worldwide sourcing, planning and inventory management functions, incorporating proprietary business intelligence and forecast models gathered from marketing, sales, and customer forecasts.

• Integrated internal client needs and external suppliers’ capabilities

• Redefined processes to ensure excellence in operations, while optimizing quality and cost objectives

• Created strategic sourcing processes in order to qualify, hire, and manage national and international suppliers

• Led negotiations with suppliers in order to achieve lower costs, best contract conditions and reduce lead-times

Group Manager – Project Management Team - Hispanic Line of Business (HLOB) - Tampa, FL, 2000-2002

Managed a Direct Report team of 5 Operations Project Managers, providing support to the HLOB in the areas of: Change Management, Vendor Management, Domestic & Offshore Business Process Outsourcing (BPO) Services, Telemarketing Services, Process Management, Facilities, Corporate Real Estate, Hispanic New Business Development, Call Center Management, Account Management, Diversity Recruiting, and Staffing & Forecasting.

• Managed the Vendor Management Office (VMO) for the Hispanic Line of Business

• Project-managed the first Offshore Call Center Outsourcing Initiative to Latin America (Costa Rica)

• Outsourced 50+% of inbound Bilingual Customer Care calls, generating a 5-year savings of over $7 Million

• Consolidated and managed all Telemarketing efforts under one area, gaining economies-of-scale and cost efficiency, while managing a budget of over $6 Million per year

• Developed, delivered, and executed on the Operations Strategy for the Executive Leadership Team

Western Union Financial Services International, Miami, FL 1997-2000

Business Development Manager – LAC Region

Oversaw all agent recruitment, network development, marketing, and operations efforts in both the Andean Region (Colombia, Ecuador, Peru, Venezuela), and the Caribbean. Managed the P&L, and performed strategic analysis of key business drivers. Developed and implemented countrywide growth strategies as needed.

• Andean Region (1999): Increased Revenue by 60%, Increased TX’s by 71%, Increased Network by 183%

• Andean Region (1998): Increased Revenue by 38%, Increased TX’s by 48%, Increased Network by 186%

• Caribbean Region (1997): Increased Revenue by 41%, Increased TX’s by 41%, Increased Network by 32%

• W.U. International – Leader of the Pack award winner

US Surgical Corporation – (Medical/Surgical Device Sales) - Norwalk, CT 1990-1997

Multiple Roles of Increasing Responsibility and Scope:

• Senior Territory Sales Manager - Miami, FL

• Senior Regional Sales Director – Venezuela

• Regional Sales Director – Mexico

• Regional Sales Director –Puerto Rico

• Field Marketing Manager – ARK & NW LA

• Territory Sales Manager – Knoxville, TN

Managed all activities related to Medical/Surgical Device sales, service, marketing, and technical assistance to Surgical Chiefs-of-Staff, Surgeons, Residents, Nurses, and related hospital personnel. Responsibilities included core and new product introductions, personnel training and development, and P&L Management of Territories, Regions, and Countries of responsibility.

• Increased level and scope of responsibility year over year

• Managed multiple Direct Report Sales Teams in Arkansas, Venezuela, Mexico, Puerto Rico

• Finished in the top 15 for yearly New Product sales

• 4 for 4 Quota Achievement Award – Multiple Awards

• Winners Circle Achievement Award – Multiple Awards

Education

Master of Business Administration (MBA), International Business Management

University of Miami, School of Business, Miami, FL

Class Valedictorian (GPA = 4.0)

Bachelor of Arts (BA), International Relations and Spanish

Colgate University, Hamilton, NY

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