| Consultant |  | | Ref. Number: | CRM11316 | | |
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| Personal Information |
| Personal Profile: |
Senior Executive with a passion for quality with a focus on CRM, Customer Service delivery through all customer interactions, maximization of customer service operations, and a focus on customer satisfaction and retention
Multi-lingual, with a record of success in high-pressure, time sensitive turnaround environments.
Demonstrated ability to build teams that strive to live up to what they promise focusing on results whilst becoming customer centric. Responsible for building successful marketing strategies in a CRM framework executed across company’s channels.
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| Current Position |
| Current Job Title: | Consultant |
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| Preferred Position |
| Preferred Job: | Senior Executive or Senior Manager in Telecom or Consulting |
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| Preferred Location: | United States or Europe |
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| Education |
Six Sigma Methodology certified as Black Belt. 2001
University of Kalmar, Sweden, CRM Post Graduate Diploma sponsored by S.I.D.A. Swedish International Development Program.) 2000
Tecnológico de Monterrey. Degree in Customer Operations Management.1997
La Asunción, High School. Mathematics. |
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| Working Experience |
Executive Vice President July 2004 April 2007 Broadnet S.A. Broadnet specializes in the electronic distribution of prepaid wireless airtime and other prepaid products.
As Executive VP I developed business plan and projections, presented plan to bankers, potential partners and customers; obtained company board approval to launch the business; Obtained distribution agreements with wireless carriers.Today after 18 months Broadnet is the leading provider of prepaid top-up and electronic pin distribution of mobile phone airtime.
BellSouth, Ecuador and Peru. Dec 1994 Dec 2003.
•Develop the Strategy and Direct the establishment of one operating company requirements for the Customer Operations Organization. Number of employees and functional groups of 700 employees. (Ecuador & Peru)
•Implementation of CRM systems, change management, adopting CRM as a lifestyle in BellSouth Ecuador. Replicate Ecuador’s results in BellSouth Peru. Consolidating both countries strategies for CRM management. Launching Loyalty programs. Implement Credit Scoring in a country where credit bureau information is not available for private firms (Ecuador). Improvement of collection results attaining 99% efficiency. Responsible for Corporate and Vip Accounts administration where churn was less than 1%. Implement Customer Value Scoring for retention processes andd customer handling priorities. Strategies kept Customer attrition rates below industry standards.
•Introduced web site as an alternate contact channel.
•Collaboration among Ecuador & Peru’s Directors and Managers, having weekly cross-country meetings. Identifying trends and making strategic recommendations.
-Opening of Company's Points of Sales and Service Stores nation wide.
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| Other Skills |
– Excellent executive and communication skills. Likes to get involved with all team members and go together to the bottom line. Senior Executive and Hands On Manager.
-Ability to develop and articulate solutions clearly
_ Excellent ability to adapt and lead clients and team members to results.
Excellent knowledge of both Functional and Technical foundations for CRM and CRM project implementations.
– Excellent knowledge of Telecom and related systems
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