Arce Valencia

Providing consultative services in the customer satisfaction arena, by leveraging over 15 years of leadership experience in the BPO industry and focused delivering results. We utilize metric driven methodologies, Voice of the Customer analytics and industry standard processes to maximize client and product retention. Our strategy is to reduce operational inefficiencies and open channels for sales and profit. Our experience is within multiple lines of business to include hospitality, travel, the IT industry, retail, finance, telecommunications, and B2B. Led strategic customer satisfaction programs across Latin America, driving service excellence and operational efficiency for BPO clients. Implemented Voice of Customer analytics and process redesigns that increased client retention by 11% and reduced operating costs by 7%.

Responsible for managing teams across the globe that ensured quality for the membership and operational effectiveness. Partnerships and workshops with country managers was part of the role in order to create efficient alignments throughout the Herbalife global network. The role included world travel and managing to different cultures and processes.

Provider of National Financial Services and Regional Retailer Responsible for creating an efficient operations network by deploying a new telephony infrastructure with CRM integration. Enhancing Quality Assurance through technology and process improvement methodologies. Driving the overall Customer Service and Telesales transformation while responsible for all Customer billing and office operations. Process owner and negotiator for third party contact centers(BPOs). Realize outstanding leadership of operations including telephony infrastructure, IT, database management, and SaaS. Creating a model that enhanced and improved the e-commerce process. Providing corporate knowledge as to Service Excellence to to board members, as the company reaches transformational brand change.

Provider of membership services to National automobile drivers and travelers. Vice President, Member Service Center: Demonstrated exceptional leadership of contact center operations in largest AAA club in U.S., servicing more than 12 million members and delivering annual revenue of $180M. Headed integration of contact center technologies, deployed centralized workforce management and retention teams for service of U.S. contact centers. Responsible for all Member Service operations. Directing back-office operations as it relates to member services. In charge of the travel and hospitality division, which was responsible for guiding members to the right travel destinations, airline and hotel bookings. This division was also responsible for member retention, and providing members with the ultimate travel experience.

Major retail conglomerate National Director, Sales & Service Operations, Customer Care Network: Provided excellent control of 8 operation centers in U.S. and Caribbean to include 1600 associates, annual budget of $67M, and annual revenue of $500M. Developed training programs for Customer Service Representatives, participated in product launches, and improved systems for sales of after-market products. Responsible for all customer back office operations, and contact center BPO contracts. • Manage vendor relations and negotiations. • Consolidated operation centers from 22 to 8, and realized savings of $60M. • Outperformed annual plan by as much as 12%. • Earned Chairman's Award and Great Performance Award.

Manage operations of international contact centers to include infrastructure, telemarketing, billing-remittances, credit card embossing, customer service, and product cross-sales, as well as 8 Directors with 5500 associates. Served on global strategy committees, developed Command Centers, guided Six Sigma and process improvement initiatives in international operations, and incorporated cross-selling strategies into customer service structure.