Sales Director - Mexico, Central America and The Caribbean at Convergys
July 2012 - Present | Mexico
Convergys is a global contact center operator focused on the US market, awarded by Gartner as a leader in customer management BPO. It employs 75,000 agents all around the globe who provide the highest quality service to final customers from companies such as AT&T, Cisco, Direct TV, Apple, Microsoft, HP, Dell, Citibank, Bank of America, etc.
From its origins in the telecommunications sector more than 30 years ago, Convergys inherited a technological DNA that allowed it to build own technology to optimize its own operations and lead the market in terms of service quality not only in traditional call center operations but in multichannel intelligent interactions.
I work for a new division created to package and commercialize Convergys own technology.
Business Developer for Customer Interaction Solutions in Latin America at Convergys
March 2012 - June 2012 | Mexico
Managing Director, Mexico at elogos
January 2011 - November 2011 | Mexico
As Managing Director for elogos Mexico, I worked towards the strategic goal of bringing the country into profitable operations by 2012. This involved stabilizing work at clients, bringing financial discipline to sales management, exploring new client and partnership opportunities, and aligning team efforts along the local and corporate organizations. Unfortunately, given the tough environment in Spain and the depth of structural issues in the Mexican operations, the Board of Directors decided to downsize the structure to meet urgent financial targets by 2011, renouncing to the original growth strategy and thus making my position unnecessary. elogos is the reference e-learning consulting firm in Spain and Latin America, focused on design, implementation and operation of Corporate Universities and Learning Schools. It opened offices in Mexico in 2009.
Senior Manager C&HT, South Africa at Accenture
January 2009 - January 2011 | South Africa
I supported Accenture's growth strategy in Africa, through the development of partnership relationships with network equipment providers (such as Huawei and Ericsson), initiating new activities in African countries (i.e. Kenya) and defining joint approaches to grow in various business areas (CRM and Billing, Contact Center, HR Transition).
I also developed local accounts in South Africa (Sentech and Huawei), establishing Accenture?s presence in the Electronic & High Tech industry.
I opened relationships, identified business opportunities and sold first break-in projects.
Senior Manager C&HT, Mexico at Accenture
January 2005 - January 2009 | Mexico
Telmex (Mexico City): As account lead, I led the scope redefinition and implementation of Customer Care systems development contracts, delivering business results to the commercial areas. I renegotiated interrupted contract with the CIO, reestablished damaged relationships with the business areas, and delivered the new scope as agreed.
Telmex (Mexico City): I sold and directed the implementation of a new customer centric strategy for Telmex, aiming to transform the retail, Internet, and call center channels. I delivered measurable results in the transformation of Telmex stores and Internet portal.
Manager C&HT, Mexico at Accenture
January 2002 - January 2005 | Mexico
Telmex (Mexico City): I led the definition of a business roadmap for the introduction of triple play services (video, voice over IP, broadband access), including the definition of the to-be customer experience, processes and systems. Telefonica Moviles (Mexico City): I successfully opened Accenture relationship with Telefonica in Mexico from scratch, starting with the first introductory meetings with the CIO, until I generated the first sales. I sold and led the implementation of several projects during 2 years. Coca Cola FEMSA (Mexico City): I was responsible for the coordination of a central Program Management Office (PMO) with the COO and all the corporate C-level, managing all the activities related to the acquisition of Panamco, bringing Coca-Cola FEMSA to be the second largest bottler of Coca-Cola in the world.
Consultant in Technology / Financial Services, Spain at Accenture
January 2001 - January 2002 | Spain
BBVA (Madrid): Responsible for technical architecture and development of an Employee Portal that aggregates diverse content sources relevant to employees and their families. Caja España (Leon): Responsible for the assessment of the state of their technology, and defining the specific actions to upgrade their Internet and call center infrastructures, in line with their distribution strategy through new channels.
Consultant in Technology / C&HT, Brazil at Accenture
November 2000 - January 2001 | Brazil
Telefonica Celular (Rio de Janeiro): I worked closely with the CIO to define the development architecture for new web applications aimed to standardize development processes, execution platforms, and integration strategy with back-end systems. I also led the technical implementation of a loyalty management system for 5 Telefonica subsidiaries in Brazil.
Consultant in Technology / C&HT, Spain at Accenture
January 1999 - October 2000 | Spain
Euskaltel (Bilbao): Responsible for the definition, development and building of the architecture for an extranet access platform to extend corporate customer care and product selling services to partners, external contracts, marketers and final customers. It was the first J2EE platform deployed by Accenture in Spain.
Analyst in Technology / C&HT, Chile at Accenture
January 1998 - January 1999 | Chile
Telefonica CTC (Santiago): As a member of the architecture team, I participated on the design, development and implementation of a new multi-tier architecture for a large Customer Care and Billing platform.
Software designer for the Alcatel 1000 S12 digital switching system, Spain at Alcatel
January 1996 - January 1998 | Spain
Responsible for design and maintenance of several multi-client software modules of the Alcatel 1000 S12 digital switching system. I worked from the design center in Madrid, in continuous collaboration with the design centers in Antwerp and Stuttgart. I was also involved in the implementation of corporate policies for software quality improvement.
This BrandYourself profile is automatically optimized to show up high in Google 