luis durand

* Coordinating and operating public consultants on topics such as genre, youth, native communities and human rights. * Monitoring and executing outreach strategies for key Federal Government programs: “Mexico Incluyente” and “Cruzada Contra el Hambre”, along with Ministry of Social Development and Office of the Presidency. * Following up on the efforts developed by the National Advisory Councils for Sustainable Development; and liaison to the 600 councils. * Organizing special events and projects: International Mother Earth Day, including the Minister of Environment as well as 500 participants. * Managing and supervising the Liaison Unit, in compliance with Transparency and Information Access policies. * Keeping close contact with NGOs and key actors in the national public and private environmental sector. * Designing, developing and putting into operation the new UNDP – SEMARNAT Project to strengthen citizen participation on Sustainable Development matters.

* Implementing and operating basic Information Technology and Communications services nationwide: 1,500 users, three facilities. * Administering a 150 million pesos budget, achieving a 300% growth in 3 years. * Developing and executing strategies to enhance connectivity and mobility within users, creating a national platform for interaction and close collaboration with the private sector, trade unions, academy, and state and federal agencies, as part of the National Agreement for Tourism. * Developing strategies for the application of green technology towards reducing costs: achieving a 50% reduction in communication services, long distance, paper and power consumption in one year. * Providing technical and logistic support in the organization of several events, such as: World Tourism Day, COP 16, COP 20, Tianguis Turistico, Annual Meeting of State Tourism Secretaries, and International Ministerial Meetings. * Running processes ISO 27000.

Designing and implementing strategies and collaboration policies with other Agencies and the Industry Tourism, such as: SCT, SEDESOL, SEGOB, CPTM y FONATUR. Development, and implementation of five public policies along with the private sector, national and international organizations as well as different agencies of Federal, State and Local Governments. Developing, executing, monitoring and evaluating seven public policies related to: cruises, border tourism, congresses, exhibits, conventions, incentive trips, social tourism, and infrastructure. Providing technical and logistic support in the organization of several events, such as: World Tourism Day, forums and public consultations.

* Performing cost-revenue analysis and of projects, achieving the incorporation of customers like American Express, Televisa, Canal 11. * Completing ten business strategies from the first month of operation, making profits from each project. * Commercializing five new contact center projects, including call center, CRM and strategic marketing with Telmex, Inbursa, ADT, as well as with VRIM labs and DEVLYN optician’s shops. * Executing 25 new advisory and consultancy projects on operation, administration, implementation of new technologies in VoIP platforms, voice servers and applications.

* Directing and administrating the Call Center, Contact Center and Direct Marketing areas. * Operating and providing technical and customer support to Telmex and Grupo Carso, Inbursa, Sanborns, Condumex, Telecorp, Sears, Telcel, Infinitum, TelBip. * Implementing and managing direct marketing, printing, inserting, enveloping, labeling, assembling, posting and distributing information projects, as part of the informative and promotional campaigns for Telmex, Inbursa Brockerage among other corporate clients. * Developing and putting into service the New Projects Area as a new business prospect with five clients 24 x 7. * Applying and monitoring benchmarking projects in four contact centers: Telvista, Atento, Teletech and Sitel. * Managing projects on operations, quality and monitoring departments.

* Directing 1500 workstations, three shifts 24x7, and unionized staff in the Technical Support and Customer Service areas. * Developing and putting in service the Operations Control and Quality Monitoring areas, within the same budget. * Administrating and supervising inbound, outbound, co-sharing, and direct marketing campaigns exceeding in more than 25% sales and operations goals. * Managing projects and performing quality audits of the processes in operation and services. * Implementing processes in operation and quality monitoring ISO 9000.

* Introducing a new line of products in national and international markets, 150,000 products. * Commercializing 15 different lines of products in the paper industry. * Developing seven new customers, including Mexico’s top retailers: Liverpool, Palacio de Hierro, Sanborns, Sears, Lumen, Office Max and Office Depot. * Organizing promotional fairs and exhibitions, such as the Paper Expo 1997.

* Organization of three nationwide consultations, five international symposiums and forums on: tourism, ecotourism, marinas, resorts and casinos for the design of new public policies. * Research, analysis and follow-up of the "Casinos in Mexico" Initiative. * Evaluation of 25 projects, initiatives and laws about public and private policies, to increase tourist arrivals and national income from tourism activities. * Providing technical and logistic support for the organization of various national and international events.

Activities and Societies: President of the Hotel Management Alumni Association. Technical Secretary of the Presidents Alumni Association Council.