Pablo Pazzi

About

I am a creative and enthusiastic 37-year-old man, happily married with two kids. With 16 years’ experience in the BPO industry, troubleshooting general issues, creating revenue opportunities and developing appropriate solutions for Hewlett Packard, Ford, Percepta, among others via TTEC. Using collaborative relationships to facilitate the accomplishment of KPIs and generating content marketing strategies, I am ready for new challenges. I love to travel with my family so the remote job is always my priority. At this point in my life I focus on having fun and making an impact on the world that I am going to leave for my kids.

Experience

TTEC

Sep 2014 – Present

Leon

Service Delivery Manager Ford

Quarterly Business Review Owner: Client reviews to present QBR reports and negotiate statement of work (SOW) renewals. CRM: Customer relationship management implementation (complaints, legal, parts stock, sales, marketing, customer service). Performance Evaluation Criteria & Quality Assurance & Operations Business Process Documentation. Agent Incentives (Pay for Performance) & Staffing / Resource Requirements. Training Design and Development.

TTEC

Jan 2007 – Sep 2014

Leon

Service Delivery Manager Hewlett Packard LAR

CRM: Customer relationship management implementation (technical support, sales, back office customer service). Manage and negotiate with the business partner KPIs goals such as quality, AHT, Net promoter score, revenue productivity, among others. Driving of Contact Center workforce administration & performance with the HP client for 46 countries in LAR. Review of Coaching Processes for Team Leads and Tier1 agents

Education

Universidad de Leon (UDL)

Aug 2004 – Jul 2008

Licenciatura, Ciencias de la Comunicación

Skills

Languages