Senior Operations Manager
Resume:
Luis Victor Partida Godínez
**********@*****.***, ******@*****.***
PROFILE:
• 7.5 years of experience as Call Center Operation Senior Manager implementing and managing different kind of campaigns in USA & Mexico. Process development, direct negotiation with clients. Winner of the National Excellence Award for the Best Call Center Operation.
• 0.5 years working as TCO Case Manager for HP products attending the USA market managing the 2nd and 3rd level of support escalation. High level on decision making. Training at USA.
• 1 year working as Team Leader Prepaid Network Rollout and Integration, Responsible for the Ericsson TDMA prepaid implementations in all the world. Leading a team of 13 people. Coordinating and negotiating all the prepaid projects (Project Management). Attending markets like Mexico, Brazil, Argentina, Rusia, Venezuela, etc.
• 1 year working as Outage Manager, attending and coordinating high level support teams for prepay service emergencies in Latin America and Canada.
• 2.5 years working as software implementation engineer for Ericsson telephony switchs working on site in Centro America and south America, being the first level of support and coordinating the 2nd and 3rd level of support.
• 3 years of experience working as Service Manager providing consulting services, leading and coordinating a team of 20 people including technical and administrative personnel. Developing and implementing operation processes. Direct customer attendance and negotiation. Implementation and support for OS, LAN’s, PC’s SW & HW.
PROFESSIONAL EXPERIENCE:
HSBC Mexico City Call Center Subdirector From: 09/10 To: 03/11
• Management of Inbound and Outbound Campaigns.
• KPI fulfillment.
• Increase in the skill and efficiency of campaigns.
• Process development and audit.
• Account development, SLA's assessment and business development.
• Deployment of Best Practices of HSBC worldwide.
Functional Experience: Call Center Subdirector taking care of quality and KPI fulfillment, improving customer experience, working with all the areas inside the company (HR, Finances, IT, Training, etc).
Tools: MS Project, Mind Manager, Datawarehouse, ACD tools, Microsoft Office, conference calls, etc.
PROFESSIONAL EXPERIENCE:
GRUPO ELEKTRA / BANCO AZTECA Mexico City Call Center Senior Manager From: 01/07 To: 09/10
• Management of Inbound and Outbound Campaigns.
• KPI fulfillment.
• Increase in the skill and efficiency of campaigns.
• Process development and audit.
• Account development, financial planning, cost reducing, SLA's assessment and business development.
• Direct negotiation with the service providers.
Functional Experience: Call Center Manager acting as a customer of the call center provider, taking care of the cost efficiency, quality and KPI fulfillment, working with all the areas inside the company (HR, Finances, IT, Training, etc).
Tools: MS Project, Mind Manager, Datawarehouse, ACD tools, Microsoft Office, conference calls, etc.
PROFESSIONAL EXPERIENCE:
SITEL Mexico City Operations Manager From: 02/05 To: 01/07
• Implementation and managing of Inbound and Outbound Campaigns.
• KPI fulfillment.
• Increase in the skill and efficiency of campaigns.
• Process development.
• Direct negotiation with clients.
• Winner of the National Excellence Award for the Best Call Center Operation.
Functional Experience: Operations Manager, working with all the areas inside the company (HR, Finances, IT, Training, etc).
Tools: MS Project, ACD tools, Microsoft Office, conference calls, etc.
TELETECH Mexico City Launch and Assessment Manager From: 06/04 To: 02/05
• Assessment compilations for potential clients.
• Metrics analysis and definition.
• Responsible of implementing new campaigns for the TeleTech call centers in Mexico.
• Direct negotiation with customers.
• Root Cause Analysis.
Functional Experience: Launch and Assessment Manager coordinating all the areas to implement new campaigns.
Tools: MS Project, ACD tools, Microsoft Office, conference calls, etc.
TELETECH Mexico City Operations Manager Jr From: 04/04 To: 06/04
• Coordinated a team of 15 supervisors leading a group of 400 agents.
• Developed the action plan to improve the metrics results.
• Direct communication with the client, both in site and through conference calls.
• High level on decision making.
• Development of the operation processes.
Functional Experience: Operations Manager, working with all the areas inside the company (HR, Finances, IT, Training, etc).
Tools: MS Project, ACD tools, Microsoft Office, conference calls, etc.
TELETECH Leon, Mexico TCO Case Manager From: 09/03 To: 04/04
• I spent 6 weeks at Hewlett Packard in Boise, Idaho, USA in training for all the consumer line.
• Specialist on the HP products at troubleshooting level.
• Training 100 agents for the First and the Second support levels for the call center that supports the Spanish speaking customers in USA.
• Leading a team with 20 agents inside the call center operation.
• Follow up and solution for customer issues escalations.
• Direct Negotiation with customers (English and Spanish speaking).
• Reporting directly to HP USA.
• High level on decision making.
• Training for the new product in Fort Collins, Colorado.
• In charge of the 2nd and 3rd Level Escalation teams, we were awarded as the best team among all the HP partners on the Q1 2004.
Functional Experience: TCO (Total Customer Ownership) Case Manager coordinating support escalation teams attending the USA Market (English and Spanish speaking).
Tools: MS Project, Microsoft Office, conference calls, SAP, Reporting Tools, etc.
MASTER PLUS Mexico City Service Manager From: 08/02 To: 02/03
• Leading and coordinating a team of 20 people including technical and administrative personnel.
• Developing and implementing operation processes.
• Direct customer attendance and negotiation.
• Implementation and support for OS, LAN’s, PC’s SW & HW.
Functional Experience: • This was a self-owned company focused on network and systems consultancy services.
Tools: MS Project, Microsoft Office, Windows, Ethernet, etc.
ERICSSON TELECOM Mexico City Team Leader Prepaid Network Rollout and Integration From: 07/01 To: 07/02
• Responsible for the Ericsson TDMA prepaid implementations in all the world.
• Leading a team of 13 people.
• Coordinating and negotiating all the prepaid projects (Project Management).
• Attending markets like Mexico, Brazil, Argentina, Rusia, Venezuela, etc.
• Performing technical presentation with customers.
• Outage Manager, attending and coordinating support teams for prepay service emergencies in Latin America and Canada.
• Acting Manager for the Regional Integration Center for Latin America (2 months).
Functional Experience: • Prepay Team Leader and Outage Manager coordinating support teams in Mexico and Canada attending emergencies in Mexico and Latino America America working under high stress situations.
Tools: MS Project, Microsoft Office, SS7, Unix tools, Oracle, Conference calls, Reporting Tools, etc.
ERICSSON TELECOM Mexico City Prepay Specialist Implementation Engineer From: 08/00 To: 06/01
• Operation & Maintenance of UNIX Test Plant Servers.
• Testing & Implementation of Prepay V6.0 & 7.0 API s.
• Working in Ericsson Canada for 6 months in the FOA of the new Prepay System (PPCS 7.0), participating during the implementation in TELCEL Guadalajara (PPAS R5).
• Prepay V7 Implementation in all the TELCEL Network (PPAS R4, PPAS R1-3, PPAS R9, PPAS R6-8).
• Integration services (PPCS 7.0).
• Consultancy services.
• Outage Manager, attending and coordinating support teams for AXE emergencies in Latin America.
Functional Experience: • Prepay Implementation Engineer and Outage Manager coordinating support teams in Mexico and Canada attending emergencies in Mexico and Latino America working under high stress situations.
Tools: MS Project, Microsoft Office, SS7, Unix tools, Oracle, Conference calls, Reporting Tools, etc.
ERICSSON TELECOM Mexico City TDMA Rollout Implementation Engineer From: 02/98 To: 07/00
• Testing & Upgrade of Aplication System on site in Ecuador (Quito & Guayaquil switches) from V4 to V5.
• Software Provisioning Support Engineer.
• Test, Update & Release of APT/APZ, RBS s and IOG ACA SW for Latin America.
• Assisting the Latin American Market inquiries regarding ACA s.
• Responsible of organizing and handling FOA for ACA Packages for V4 on site in Brazil & Bolivia.
• Successfully Implemented FOA on site at:
• • TESS (Campinas, Brazil), 2 implementations.
• • CRT Telefonica (Porto Alegre, Brazil), 1 implementation.
• • ENTEL-MOVIL (Cochabamba, Bolivia), 1 implementation.
• Responsible for the successful Switch Updating on site in El Salvador (TELEMOVIL).
• STE (Simulated Test Environment, UNIX Platform) Administrator.
• Server administrator & STE support for Configuration & Support groups.
Functional Experience: • TDMA Implementation Engineer working onsite and remotely.
Tools: MS Project, Microsoft Office, Oracle, Conference calls, etc.
EDUCATION:
Facultad de Estudios Superiores Cuautitlan UNAM Edo Mex, Mexico 1990- 1995
Telecommunications and Electronic Engineer (Telecommunications Specialty)
Centro Universitario México A.C. Mexico City 1987 -1989
Studies (Physics & Mathematics Program)
PROFESIONAL DEVELOPMENT: : (Technical Courses)
UNIX Operative System Mexico City.
AP Introduction Mexico City.
AP Operation & Maintenance Mexico City.
Hardware Modification BYB 501 Mexico City.
Home Location Register Mexico City.
Remote Upgrades/Updates Montreal Canada.
SA-235 Solaris 2.6 System Administration I Mexico City.
APZ 21230 Overview Mexico City.
Call Path Mexico City.
IT Certificate Mexico City.
Introduction to Oracle: SQL & PL/SQL Mexico City.
Advanced SQL & SQL Plus Mexico City.
SA-287 Solaris 7 System Administration II Mexico City.
Training for all the Hewlett Packard consumer line products at troubleshooting level. Boise, Idaho, USA
Training for all the Hewlett Packard new products at troubleshooting level. Fort Collins, Colorado, USA
PROFESIONAL DEVELOPMENT: : (Soft Skill Courses)
Compromiso Servicio al Cliente. Mexico City.
Excellence in Service. Mexico City.
Effective Presentations Shop. Mexico City.
Quality Concepts and Documentation Rules. Mexico City.
Emergency Handling. Mexico City.
Team Formation & Leading. Mexico City.
Mind Creativity & Proactivity. Mexico City.
Shift Competence. Mexico City.
High Performance Teams. Mexico City.
Excellence in Service. Mexico City.
Global Teams (Advance Level). Mexico City.
Situational Leadership (Leadership Core Curriculum. Mexico City.
LANGUAGES:
Spanish native, English Fluent 95%, Portuguese 30%
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