Francisco Muñoz

Main Responsabilities Improve customer service experience, create engaged customers, and facilitate organic growth Take ownership of customer's issues and follow problems through to resolution Set a clear mission and deploy strategies focused toward that mission Develop service procedures, policies, and standards Keep accurate records and document customer service actions and discussions Analyse statistics and compile accurate reports Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment Keep ahead of the industry’s developments and apply best practices to areas of improvement Control resources and utilize assets to achieve qualitative and quantitative targets Adhere to and manage the approved budget Maintain an orderly workflow according to priorities

Responsible of motivate, and develop high performing teams within a time-sensitive and demanding environment in order to deliver on meeting the team's KPIs Build a culture by example and be accountable for the delivery of results to my teams. highly engaged people managers and passionate about coaching and mentoring Drives creation of staffing plans, schedules, quality initiatives, process change initiatives, and other Change/Six Sigma initiatives to enable the Functional Areas to meet and exceed Business Plan.