Josue Ceron

In this role, I am responsible for the entire operation of the company in Mexico, here are some specifics: • Maintain clear and efficient communication with our clients through weekly, monthly, and quarterly meetings to listen to our clients’ needs, plans, business targets and growth and revenue targets. • I held meetings with our internal Operations Leaders to discuss strategies for our three locations in Mexico to achieve our KPI commitments, including Sales goals, New Activations, Service Level, CSAT, iOCR, AHT, and Acquisition targets among others. • Daily reviews with the WFM team to review dialing strategies, campaigns to be dialed based on client needs and goals, review lead availability and penetration of the lead files to ensure our teams in operations have higher opportunities to maintain performance. • Build strategies with our internal departments to achieve the following: o Marketing & Recruiting: Meet monthly headcount needs to service client hours commitments, review social media strategies & results, monthly expenses, ROI, employee referrals, and event participation. o Training and development: Collaborate with the Training Manager to ensure our training material is up to date for all our clients, calibrate the evaluation and graduation process to ensure all new hires reach the level of knowledge required by each client. o Maintain constant communication with the training manager to ensure we are constantly coaching and developing our trainers. • I work under the guidance of the CEO and COO; every year, we set up the road map to establish the financial commitments and growth strategies to present to the board members. We meet on a weekly basis to talk about challenges that could arise, how to prevent those and the solutions in place. We establish quarterly milestones for our branch in Mexico and future potential locations in the country and other places in LATAM.

As a Director of Operations, I have developed all the processes for the company, from: • Recruiting, employee selection, training, operations, and Management. I successfully build a strong team, by selecting and developing the heads of each department, to mention a few: • HR Director, Ops Director, Operations Managers, Recruiting Manager and a few others. The end result in mind was to achieve the number one spot amongst all the vendors of all our clients. And we did it, our clients have recognized Avantive Solutions as their number one partner for a few years in the row.

Responsible for developing processes to help operations improve and increase headcount while helping strengthen team relationships and engagement.

• Responsible for developing strategies and collaborative action planning to ensure execution and to achieve our goals on every KPI requested by our client. T-Mobile account. • Accountable to present the quarterly business result to high-level executives for T-Mobile (QBR) for the operation of 180+ employees. • Manage the day to day program operations and develop a positive relationship with the client contacts for all the LOB’s of the program. • Responsible for working with all facets of the respective business including sales, marketing, operations, finance, TA, and analytics. • Maintain a direct line of communication with the Sales Program Director and other managers in order to maintain a consistent work effort across all program sales teams. • I very much like to work on the development of our employees and build their sales knowledge by implementing the “Straight Line Sales Method” (Created by Jordan Belfort), to maintain a consistent success rate on the requested goals, along with that to generate a solid number of candidates that can take advantage on the upcoming opportunities for growth in the company. • The primary purpose of the job is to grow sales and the overall value and longevity of the client relationship and drive profitable sales. Outstanding Achievements: ✓ I received an award of “Best Senior Sales Manager of 2018” in the TTEC Sales Organization.

➢ Remarkable strategist capable of building a strong, efficient, trustable & resilient teams that can ensure excellent performance, flawless day to day operation & comfortable operations environment. ➢ A strong believer in employee development and career growth as two of the most important pillars of any successful company. ➢ Tireless leader and a strong believer of “Lead by Example” as one of the most important values of a leadership group. ➢ Exceptional ability to develop a great relationship with Senior-level executives by ensuring results, company culture adoption into the operation and employee engagement. ➢ Fully bilingual skills in English and Spanish.

• Responsible for a business unit that represented 200 employees under my hierarchy. • Led every business division that I have managed to first place globally reaching unprecedented results. • The launch of a new line of business (SCNC) as the main operational owner. • Development of action plans to position our business unit as #1 in CSAT compared to other service providers. • Creating strategies to achieve goals 100% in all KPI’s requested by T-Mobile. • Development of integrative action plans that focus attention on finding the balance in between people and results (Become a bankable company). • Facilitating courses to improve supervisory skills. • Prepare and conduct a business presentation for clients. • Improved the effectiveness of the operation by performing monthly operational reviews, inspecting action plan execution for LOBs, as well as follow through weekly checkpoints with each Supervisor through Change Management style. • I made Guadalajara rank as number one service provider by reaching 100% + of the performance requested by the client. Outstanding Achievements: ✓ I received a “Global Bankable Leadership Award” From T-Mobile as recognition for operating the unit with the highs performance for 2016 within all the Services Partners worldwide. Dr. Tasha Eurich.

Responsible for launching the first sales campaign in TTEC Guadalajara, building a strong, reliable, and dynamic team to achieve client goals and company revenue targets.

APPLEBEE'S INTERNATIONAL, INC. Victorville, CA & Guadalajara, Mexico Sep/2003 – Dec/2010 The company operates the largest casual-dining chain with about 2,000 of its signature Applebee's Neighborhood Grill & Bar locations across the US (with a few outposts in about 15 other countries). Its eateries are primarily freestanding units and sport interiors festooned with local memorabilia to give each location an indigenous feel. The menu features beef, chicken, and pork items, as well as burgers, pasta, and seafood. The chain is known for its selection of appetizers. About 99% of Applebee's locations are franchised. General Manager Dec/2009 – Dec/2010 • Relocated to Guadalajara, Mexico to a franchise owned restaurant as General Manager. • Service Manager Nov/2007 – Dec/2009 • Based in Victorville, California, USA. • Achieving our daily sales goals. • Achieving our weekly and monthly sales and promotion goals. • Keeping employees engaged and motivated to help them reach their daily sales targets. • Develop and deliver daily sales strategies to bust our quotes according to our clientele and the date of the month. Accomplishments: ✓ Increased and overpassed our daily sales ticket average. ✓ I was able to rank the store in the top 5 best House Margarita seller in South California. ✓ Increased our table turn average to increase the number of customers visiting our store. ✓ Integrated a solid and strong team that believed that challenges are to be defeated and goals to be accomplished; nevertheless, it requires a willingness, passion, and consistency with the execution. Corporate Trainer Sep/2003 – Nov/2007 Based in Victorville, California, USA.