Pablo Santana

About

I’m an Interactive Operation manager pursuing a career as Consultant or Director of a call center, IT, Projects, logistics or Operations Areas of a Multinational or National Company. I’m skilled at building strong team environments, fostering open communications and process analysis.

Experience

Teleperformance

Sep 2015 – Present

El Salvador

Manager Client Operations

My main responsibility is to ensure compliance with business objectives, ensuring the continued achievement of all financial and operational KPIs. Manage, inspire and motivate a team of account managers to ensure operational excellence, high employee commitment, business process improvement and excellent customer experience. Responsibilities: Responsible for managing a team of account managers that are in charge of ensuring compliance with the operational metrics, sales targets and gross margins according to an original budget and quarterly forecasts. Maintain a proactive commitment with the client's vendor managers in order to guarantee their service expectations and growth in other lines of business. Ensure delivery of customer KPIs, including daily service levels, customer experience, quality and resolution metrics. Make sure every program establishes at least one innovation program to the Client in order to provide Value Added and constantly improve our internal processes. Ensure financial efficiency through effective sales planning as well as ensure an effective and predictable gross margin forecast.

Acavisa

Jun 2013 – Mar 2015

El Salvador

IT Manager

I managed the IT Strategy and operations for Central American Branches thru the implementation of SAP BO as well as IT and Communication Infrastructure. Project Manager in charge of implementing Sap Business One Ver. 9.0 as well as the Business process Improvement for the whole company. Project Manager in charge of The Audit Process and Recommendations to improve the utilization and implementation of SAP Business One. Project Manager in charge of integrating the whole IT services and Platform under the concept of a shared services company. Implementation of a Business Intelligence Scorecard including the analysis, measurement and improvement of the Business’s Key process Indicators. Implementation of a hybrid cloud utilizing Microsoft hyper-v technology as core business data base and applications, remote desktop services for remote access and Google Apps Business for mail, share documents and sites as well as messaging and communications. Implementation of Office 365 corporate solution.

FISDL (Government)

Sep 2009 – Jun 2013

El Salvador

IT and BPI Manager

I was in charge of managing the support procedures in order to accomplish the organization’s strategic objectives through the documentation and Business Processes Improvement, information systems, IT Infrastructure and communications. I have under my direct responsibility two second level managers in charge of core Applications and Infrastructure. My position reports directly to the general manager. Responsibilities. I was a member of the steering committee formed by top level managers and the organization’s CEO, this committee is in charge of pre-approving Investment projects, strategic plans, policies and procedures which are finally approved by the board of directors. I was a member of the Quality Committee who is in charge of approving every process improvement in the organization. I managed the requirements and changes of the organization’s applications and infrastructure through a team of developers as well as tech support personal. These employees are managed by two second level managers. Outcomes: Project Implementation of a virtualization platform for 22 servers, using Vmware and HyperVtechnology. Project Implementation of a Knowledge Database system by designing and implement an organization’s portal and business intelligence, using SharePoint 2010, sql server 2008 and Microsoft Project Central server. Project Implementation of a business process improvement System, based on ISO 9001:2008. Project Implementation of precision air conditioning facility at the organization’s data center. Project Implementation of a Gap Analysis of the Internal Control System based on COSO. Project Implementation of a Gap Analysis of the Organization’s IT Management based on Cobit and ITIL.

DELL

Feb 2005 – Oct 2007

El Salvador

Operations Manager

I was in charge of managing 19 Resolution Specialist that provided resolution to customer service problems that the L1 agents face in every call, they also provide mentoring, training and coaching to these agents in addition of being accountable for positive resolution and effective dispatching of any part and/or systems. I obtained a green belt certification by developing a project based on the analysis of resolution, dispatches and customer experience (Voice of the customer/Voice of the Agent); the purpose of this Project was to create hands on training certification programs for agents and resolution specialists including assessments that will measure their performance thru the whole program. This process has been developed under the BPI methodology (Six Sigma); and saved for Q3 FY2007 4n1 queue an amount over of $400,000. In addition, it was upgraded to Dimension and XPS queues for San Salvador CTS site, generating savings over of $200,000 for Q2 FY2008. In my last three tell dell evaluations, I achieved to be always in the champions area which is the highest grade obtain for a manager within DELL, in addition, all my start, stop continue sessions performed by HR deployed excellent results focusing in the developmental area as well as the participative methodology implemented in my team, I personally promoted nine of my direct reports to a supervisor and manager positions including one of them transferred to DELL Glasgow at Scotland. I successfully developed a project based on rewarding those agents that provide effective feedback to our main troubleshooting tool which is based on decision trees, in this way, I achieved my main two goals: first, promote constant technical development to our agents and improve their retention, second, create a constant improvement process around our main troubleshooting tool that will benefit not only our site but DELL worldwide.

Education

Universitat de Barcelona

Jan 2005 – Jul 2006

Master in strategic management , Management

Universidad Matias Delgado

Aug 1988 – Apr 1997

IT Professional , IT

Skills

Languages