Mauricio Iglesias
Director de Contact Center Servicios B2B y B2C
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Sobre mí
Hola.
Tengo 22 años de experiencia en Contact Center , 8 de ellos en nivel dirección y gerencia a cargo de hasta 240 agentes, he sido KAM de cuentas como Jaguar Land Rover, Microsoft y Peugeot. Entre mis logros está el haber sido SME para United Airlines cuando abrimos el CC en Pune India, donde entrenamos a los nuevos agentes tengo mucho que aportar a su empresa y me encantaría poder entrevistarme con Uds. para platicar de ello.
Saludos
Mauricio Iglesias
Experiencia
ZE’BRANDS. - CUSTOMER SERVICE MANAGER
Mar. 1, 2021 - Currently
Ensure NPS at 80, provide insights for every department on what needs to be improved, set up of customer service strategies for main campaigns like Hot Sale, Buen Fin.
COMDATA GROUP - OPERATIONS MANAGER For the UBER Brazil campaign. Jul. 15, 2020 – Oct. 15, 2020
ESTRATÉGICA SMARTER MARKETING
CONTACT CENTER OPERATIONS DIRECTOR
Apr. 6, 2016 – Jun. 1, 2020
Maintain profitability of every campaign, healthy headcount, have a plan for DRP/BCP, information security, provide applicable tools, approve expenses, assure client’s KPIs are met. Create strategies. Set up of campaigns. Bring New Business
RESORT CONDOMINIUMS INTERNATIONAL RCI
TRIALS RRSS & ALL-INCLUSIVE DEPARTMENT April 2006 – Jan 2016 Trials RRSS supervisor, then moved to ALL INCLUSIVE DEPARTMENTto start this new project.
UNITED AIRLINES
CUSTOMER SERVICE SUPERVISOR Aug. 1999 – Jan 2006 RRSS agent, queues team leader, customer service supervisor. RSSS and Customer service SME at Pune, India
JW MARRIOTT MEXICO CITY
HOST CASHIER Nov. 1997 Aug. 1999
EDUCATIONZE’BRANDS. - CUSTOMER SERVICE MANAGER
Mar. 1, 2021 - Currently
Ensure NPS at 80, provide insights for every department on what needs to be improved, set up of customer service strategies for main campaigns like Hot Sale
COMDATA GROUP - OPERATIONS MANAGER For the UBER Brazil campaign. Jul. 15, 2020 – Oct. 15, 2020
ESTRATÉGICA SMARTER MARKETING
CONTACT CENTER OPERATIONS DIRECTOR
Apr. 6, 2016 – Jun. 1, 2020
Maintain profitability of every campaign, healthy headcount, have a plan for DRP/BCP, information security, provide applicable tools, approve expenses, assure client’s KPIs are met. Create strategies. Set up of campaigns. Bring New Business
RESORT CONDOMINIUMS INTERNATIONAL RCI
TRIALS RRSS & ALL-INCLUSIVE DEPARTMENT April 2006 – Jan 2016 Trials RRSS supervisor, then moved to ALL INCLUSIVE DEPARTMENTto start this new project.
UNITED AIRLINES
CUSTOMER SERVICE SUPERVISOR Aug. 1999 – Jan 2006 RRSS agent, queues team leader, customer service supervisor. RSSS and Customer service SME at Pune, India
JW MARRIOTT MEXICO CITY
HOST CASHIER Nov. 1997 Aug. 1999
