Customer Support Project Management
Resume:
VLADIMIR MATOS
***************@*****.***
Adaptable and versatile business leader with 30 years expertise in multiple facets of the customer support industry, such as product management, project management, training, and leading customer support teams, focused on excellence, team building, and versatility. Experienced working in multi- national environments, not only to gather and analyze requirements, but also working and managing global resources during the development and implementation of new teams. Tasked with multiple layers of responsibilities, while always displaying quality in deliverables, organization to prioritize business demands with a problem solving approach.
Problem Solving Analytical Processes Flexibility
Communication Versatility Prioritization Presentation Organization Relationships Innovative Timely
PROFESSIONAL EXPERIENCE
Porsche Latin America (PLA)
Team Supervisor, April 4, 2022 - January 21, 2025
● Established a new Porsche Latin America Customer Interaction Center operation in Volkswagen of America offices in Auburn Hills, Michigan.
● Trained 12 agents in all operations of processing inbound and outbound calls supporting of 10 markets in Latin America.
● The CIC operation was focused on outbound marketing campaigns which aimed at increasing leads and customer satisfaction:
o XX Sales Interest (Leads) processed per day
o Special Offers
o Anniversaries
o Data Quality
o Confirmation of Events
o 25 incoming calls per day
Incoming calls centered around sales or product complaints
● 2024 Team averages per contractual agreement
KPI Contractual Target 2024 Team Average
Service Level 80% 92%
Quality Assurance 80% 91%
Average Handle Time 10 Minutes 11.4 Minutes
Interactions per Day 42 31 interactions per agent per day Vladimir Matos ***************@*****.*** Page Two
TTEC
Regional Specialist, September 2020 – April 2022
● TTEC is a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world’s most prestigious and disruptive brands.
● As part of a client support team, we provided customer services to one of the world’s leading sports car manufactures, Porsche, and our team focused on the LATAM market.
● As a Regional Specialist, I processed all client complaints and claims, focusing on ensuring major issues with the service of client cars were professionally corrected to provide the best customer service and when necessary, providing goodwill gifts and/or additional services to ensure customer loyalty.
FIRST DATA (now Fiserv), Atlanta, GA
Training Manager, March 2019 – December 2019
Spearheaded development and execution of VisionPLUS training business plan for LATAM region, including setting departmental business goals, recruitment and hiring of new trainers, product and process training of new and existing employees, oversee translation of materials, and conduct external client product training. Fostered client relationships and offered training solutions, which entails formulating customized training programs, negotiating pricing and scheduling, and formulating statements of work.
● Developed and implemented business plan to expand LATAM training organization which would result in revenue generating opportunities, resulting in three new Statement of work from clients worth in excess of $200k in new business.
● Led team in the selection of a translation service to translate training materials into Spanish, selecting an internal solution which resulted in savings of ~$1M, and greatly improved client satisfaction.
● Conducted on site external and internal training sessions, routinely tailoring the training courses and presentation to the needs of the participants, resulting in 10% increase in customer satisfaction when compared to training programs already in place.
Customer Service Manager, January 2015 – February 2019 Managed LATAM VisionPLUS customer support team which was made up of 15 reps in 3 different countries, supporting 23 processing clients. Additionally, managed global support team focused on 36 global license clients, having reps in 3 different countries. When required, provided assistance to training department tutoring internal and/or external personnel and clients on VisionPLUS functionality.
● Reorganized localized in-country teams into multi-national pool of reps to better cross-train and serve our clients, resulting in 11% improved customer satisfaction.
● Led team in the implementation of a new ticketing system, which resulted in improved operations and contributed to an increase in customer satisfaction.
● Scheduled and executed quarterly onsite team and client visits in which operational improvements were identified, as well as client business and operational needs were uncovered, which contributed in the observed increase in customer satisfaction. Vladimir Matos ***************@*****.*** Page Three Product Manager, January 2011 – December 2014
Developed and executed product plan for VisionPLUS bi-yearly product releases, including researching global market trends to determine which enhancements to include. Duties included working with technicians and business analysts to formulate requirements, estimates, oversee the development and testing plans and ensure delivery of new products and enhancements within scope, schedule and budget. Additionally, when required, provided assistance to training department instructing internal and/or external personnel and clients on VisionPLUS functionality.
● Formulated yearly product plan, including development, testing and delivery dates as well as enhancements and new products to be included.
● Led multi-national teams in the requirements gathering, estimation, approval, development, oversight, testing and delivery of two new products, which since their introduction have resulted in >
~$5M in sales.
● Led multi-national teams in the requirements gathering, estimation, approval, development, oversight, testing and delivery of two product releases a year, which included new functional enhancements.
Customer Support Relationship Manager
● Led a team of 4 professionals who provided second level support to regional offices of VisionPLUS global license clients
● Researched, analyzed, tested and completed all required steps to assist team with the resolution of client issues.
EDUCATION
PRS Academy
Certificate of Computer Applications (1992)
Longwood, FL
PROFESSIONAL DEVELOPMENT
• Project Management Professional – certified 2010
• Communication and Presentation skills – continues classes Languages
Fluent in both English and Spanish
References available upon request
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