Profile
Results oriented and bilingual General Manager with more than 10 years of experience in the contact center industry and Argentine business arena.
Leadership skills, managing multidisciplinary teams. Excellent interpersonal skills, negotiation abilities and a knack for understanding customer’s needs and expectations, team building and focus on results delivery.
I would like to join a company where I can actively participate on the strategic management and development of a continuous improvement plan for a business operation.
Qualifications
COLUMBIA UNIVERSITY (distance learning) New York, USA
Financial Engineering and Risk Management March 2015 to Present
UNIVERSITY OF CALIFORNIA, IRVINE (distance learning) California, USA
The Power of Macroeconomics March 2015 to Present
UNIVERSIDAD DE BUENOS AIRES Buenos Aires, Argentina
Small Business Administrration May 2012 to November 2012
SOUTHERN CALIFORNIA SCHOOL OF INTERPRETING California, USA
Legal and Medical Interpreter April 2002 to October 2003
UNITED EDUCATION INCORPORATED California, USA
Intra-aortic balloon pumping and managing, intra operative cell recovery. May 2003 to November 2004
MOUNT SAN ANTONIO COLLEGE California, USA
Emergency Medical Technician (L.A co. license A26909) and Fire Technology Program. May 1997 to June 1999
West Covina High School California, USA
High School Diploma February 1992 to November 1995
Languages
ENGLISH: Bilingual (I lived and worked in the US for 13 years)
SPANISH: Native speaker
Career Summary
5CA INC (www.5ca.com) – Buenos Aires, Argentina
GENERAL MANAGER
July 2011 – to present
• Management of a team of 200 employees (6 Managers)
• Legal representative for the Argentine subsidiary of 5CAlliance, President of local Management Team and member of Global Management Team.
• Responsible and involved in all departments, predominantly in Operations, IT, Finance and Administration, HR, Business Analysis and Sales.
• Management of Argentine entity’s budget and collaborator on global budget.
• Responsible for strategy during major contract negotiations
• General auditor with the main objective of having the Operation achieve the most revenue with the least cost, while delivering on clients’ Service Level Agreements (SLAs) and internal quality standards.
• Auditor to the Operations Manager and the Service Delivery Manager
• Client facing for escalations with 5CA’s most important clients
OPERATIONAL MANAGER
July 2007 to July 2011
• Responsible for a 100+ technical support agent operation.
• Coordination of training, quality control and operations teams for 20 small / medium projects.
• Successfully conducted multiple campaigns in 20 languages, 24 hours, 7 days a week.
• Negotiated and managed department’s budget.
• Counterpart to Labor Union during collective negotiations
• Client facing for all of 5CA’s clients
• Member of local Management Team
• Substantial influencer of global Management Team
• Active member of global recruitment strategy team
QUALITY AND TRAINING COORDINATOR
December 2005 to July 2007
• Planning for low incident volume / shared resource project training programs
• Responsible for maintaining service level agreements with all clients
• Design and structuring of rewards systems
• Design of training programs for startup projects
• Optimizing revenue by reaching projects quality targets (bonus /malus invoicing)
TEAM LEADER
February 2005 to December 2005
• Management one of the teams for the Swisscom Hospitality Services project.
• Solving technical and commercial issues with internet access for hotel guest.
• Conducted technical training for teams of up to 15 candidates on how to solve internet-related connectivity issues
• Responsible for writing technical manuals for the various solutions (products) offered online to both hotel guests and new potential clients, such as conference packages and long-term stays at hotels
• Monitored quality standards for my team and gave feedback / coaching for improvement
• Organized periodic trainings to keep the entire updated on new products and new company policies
• Received training in Geneva concerning networking (WANs, LANs, VPNs, etc.)
• Negotiated aggressive team rewards linked to performance with the Management Team
UNITED BLOOD MANAGEMENT – (California, USA) [Primarily Kaiser Permanente]
June 2003 to December 2004
TECHNICIAN
• Balloon pumping and management for patients with significant myocardial infarctions or cardiac failure
• Intra operative cell (erythrocytes) recovery during surgical procedures
• Platelet rich / poor plasma treatments
ACCOUNT MANAGER
• Continuous pitch of services to new hospitals and doctors for the use of our services
• Responsible for stock and equipment availability for the So. Cal. region
LOS ANGELES COUNTY COURT SYSTEM (California, USA)
May 2002 to December 2004
• Interpreter and Translator (English – Spanish)
• Free-lance work for different attorneys and investigators
AMERICAN MEDICAL RESPONSE ( California, USA)
December 1999 to December 2004
Emergency Medical Technician (California State Li. # 26909A)
• Acting as emergency technician in advance life support transports and 911 dispatched calls
• Responsible for responding, rescuing, attending and transporting patients to a hospital or specialized facility
MED EVENTS (Devore, California, USA)
September 1999 to December 1999
Emergency medical technician
• Acted as emergency technician as part of a crew attending to special events (football games, races, concerts, etc…) Providing medical care to participants, patrons and staff.
Freelance Experience
Freelance Interpreter and Translator. English/ Spanish 2002 to present
Field of Expertise: Medicine, Legal, IT, Art
Mainly servicing Gallery Yoram Gil and artist Gustavo Lopez de Armentia
Skills Summary
• Microsoft Windows applications and user environment
• Microsoft Office
• Broad understanding of Argentine business stage and its complexities
• Broad understanding of telephony technologies
• Strong analytical skills
Results oriented and bilingual General Manager with more than 10 years of experience in the contact center industry and Argentine business arena.
Leadership skills, managing multidisciplinary teams. Excellent interpersonal skills, negotiation abilities and a knack for understanding customer’s needs and expectations, team building and focus on results delivery.
I would like to join a company where I can actively participate on the strategic management and development of a continuous improvement plan for a business operation.
