Pablo Pineda

Responsible for: Patient and customer services, in the 13 group brands through 7 Contact Centers located in many cities in the Country; Of taking advantage of each interaction, in a service provided; Of the innovation in technology, processes, methodologies and payment methods; Of develop the organizational culture of the area. Leading a team of 380 FTE's, located in CdMx, MTY, Tampico and Morelos.. Achievements: Tripled the revenue sales of the C.Ctr channel. | Implemented the Self-service BOTs. | Restructured the area's salary scale. | Implemented the scalable Omnichannel platform (On-Premise & CCaaS).

Responsible for: Development of financial products and the increase the profitability of the microcredit portfolios an PLC program, through strategies, processes and the right allocation of Credit Center resources. As well of focus on simplifying operational processes, controls, and improving customer experience. Leading a team of 220 BPO cardholder advisors. Achievements: Roll Rates shrieked in 7 % points at 1st B. Through, multichannel right party contact strategy, as well as the correct credit granting policy. | Increased the frequency use in FAMSA portfolio.

• ContinuousImprovement, Quality Assurance and Certifications Deputy Director. Responsible for: Ensuring regulatory compliance policies and the evolution of processes that allow for a more efficient BPO operation. Of the innovation and digital automation of operational controls. Of the implementation of new attention, technologies with focus on improving the CX. Leading a team of 100 FTE's. Government and Private Sector in Domestic Mkt. Achievements: World Class Certification by IMT Global CIC® Model | Evolution of the operating model to CX.

ContinuousImprovement and Innovation Regional Deputy Director. Responsible for ensuring the implementation of the, newly created, Global Best Practice Methodologies. Of stabilize the operational and financial new LOB indicator's. As well as ensuring the correct training, certification and internal audits in the six sites of the TP MxD region. Achievements: 10D10 2017 Certifications | Operational and financial stabilization of Domestic Market programs

I was responsible of Guarantee the proper implementation of Teleperformance's global best practices applied in Mexico City and Durango. Recognized as the Regional Champion Certificated to verify locally the six performance methodologies (TOPS & BEST-AM; QA; WFM; T&D; R&S) and anothers certifications like CIC Model by IMT and ISO 9001 Norm. and issuing official of high-level information [operative and financial] and control of the main indicators of profitability, operational efficiency and financial efficiency in Mexican domestic market sites.

I was responsible for issuing official of high-level information [operative and financial] and control of the main indicators of profitability, operational efficiency and financial efficiency in Mexican domestic market sites and successfull implement agent performance controls by all programs and clients in the region.

I was responsible for operating and management of Cuajimalpa Site in Mexico City as Site Operations Manager in charge and management the satisfaction in all campaigns off-shore about: • Customer Service • Customer Care • Debt Collections • Acqurancy Sales • Telemarketing • Leads Generation • Market Surveys • Cross Sale • Help Desk • Back Office and BPO

I was responsible of ensure the successful operative implementation like PMO of contractually agreed performance indicators, and accelerate the stabilization of its financial and operational KPIs. I did design our Project Book and coordinated all activities schediled with all areas, for example: Recruitment and Selection, Training and developing, Telecom, Purchases, Facilities, Networking, CRM design and application development, Etc.

Responsable de desarrollar el canal Offshore/Outsourcing para la venta de servicios de TV Satelital a nivel nacional mediante la Contratación, Negociación y Coordinación de los Call Centers de Telemarketing • Diseñando e Implementando Cursos de Capacitación; Reportes de Productividad, Calidad, Eficiencia y Rentabilidad para la creación y control del área. • Optimizando los controles y reportes de resultado de los Telemarketing mediante la automatización de procesos de gestión del canal

Responsable de asegurar el cumplimiento de la prestación de servicios conforme los acuerdos comerciales mediante la coordinación de las áreas de soporte a la operación tanto para cumplir con las expectativas de negocio como las expectativas de servicio a los usuarios. • Promoviendo la Innovación en la prestación de servicios, mediante identificar oportunidades o fallas en los procesos, script’s o formación de agentes telefónicos, así como las necesidades explicitas o implícitas manifestadas por los usuarios. • Promoviendo la Automatización o Implementación de nuevas tecnologías para optimizar recursos o eficientar procesos de servicio al cliente. • Diseñando y analizando reportes de tipo Comand Center para coordinar con las operaciones el alcance a los Niveles de Servicio de las diferentes líneas de atención a cargo.

Responsable de asegurar el cumplimiento de los objetivos táctico, operativos y de negocio del personal a cargo mediante el liderazgo y una retroalimentación constante tanto de las actividades realizadas como del logro de metas individuales y del equipo respecto de los objetivos. • Coordinando y dando Mentoring al personal a cargo para el cumplimiento de los estándares de calidad y resolución de casos, para mejorar sus aptitudes y con ello la satisfacción de los usuarios. • Asegurando el cumplimiento de los códigos de conducta organizacional para mantener la Disciplina con una correcta Actitud del personal a cargo.

responsable de supervisar e instruir a los Ejecutivos de Cuenta Telefónicos en la colocación de productos bancarios preferentes a los clientes del Programa "Citi Gold" en el Call Center corporativo. • Coordinar la estrategia tácita de Telemarkering y Medir el desempeño individual del personal a cargo para lograr los objetivos del Programa anual de resultados.

Informatic Analysis, Design, Efficiency, systematized algorithms and their application.