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Information |
| Name: |
Juan |
| Location: |
US |
| Experience: |
10+ yrs |
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| Willing to Relocate: |
Yes |
| Willing to Travel: |
Yes |
| Most Recent Job Title: |
Operations Manager |
| Personal Website: |
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| Objective: |
An extremely competent senior level Operations Manager with years of successful business management, marketing, sales management, call center management, and telecommunications experience. Has the ability to make thngs work, troubleshoot problem areas and implement positive change for maximum results. Excellent team builder and leader. Possess excellent written and oral communications skills. Highly computer capable with MSOffice, Powerpoint, Frontpage and Flash experience to name a few. Excellent organizational and managerial skills. Knowledge Management and Business Process experience.
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| Resume Text: |
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.....Begin Resume Preview.....
...alifications • 15 Years experience in Call Center Management/ Administration
• Awarded Best innovative Contact Centers in Mexico
• Daily operations 7 Contact Center in Mexico and S. America procedures and utilized new Technology courses to Contact Center management and Human Resources personnel
• Green Belt Six Sigma
• Project coordination to include training needs analysis, training and implementation for new product lines
• Maintained Top Performance team 2004-2006
• Proficient in all Microsoft Office applications
• Bilingual fluent in writing, reading and speaking Spanish and some basic Portuguese
• Unique ability to adapt to changing environments
Experience 2002- Present MDY Contact Center / BPO Monterrey N.L. Mexico
Call Centers Operations Manager
• Daily operations 7 Contact Centers 3000 seat call centers 24/7
• Coordinate operation for 7 Contact Centers
• Manage Training Quality and Operation, 5 Centers in Mexico 2 in South America
• Direct transition of new clients and projects to production floor
• Manage International Sales Department
• Enact contingency plans as needed, outages, disasters, storms
• Perform all necessary supervisory functions to effectively and efficiently manage all Centers.
• Develop individuals for future advancement
2002 Computer Generated Solutions New York, NY
Corporate Trainer
• Facilitate new product training to Cingluar agents
• Oversee transition of new sales agent to production floor
• Oversee technical retraining of tenured management in new environment
• Design, facilitation and implementation of new product sales training courses
• Manage training classes to include trainer skills, new hire class forecast
• and scheduling
• Facilitate courses in leadership development and team leader coaching skills
1996-2002 MCI/ WorldCom
Technical Training Manager
• Supervise a twelve member training department, reviewed progress and coached the team through their weak points
• Developed training curriculum for new hires, tenured sales agents, and upper management
• Spearheaded introductory technical training for our sales team, through the company
• Consulted with departmental managers in order to improve departmental efficiencies
• Assisted in new product roll outs, upgrades, and testing
Education
• BA Business, Laredo State University
• BA Computer Science University of Texas Austin
• Masters Business International Management University of Texas Austin
• Associate Degree, in applied Science, MCI University
• High School Diploma, United High School
• Strong knowledge of UNIX, HTML, IP protocols
• Certification in DSL, HDSL, Xdsl, ATM, Frame Relay
• Certification Consultative Sales Trainer
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