Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Work Availability
Personal References
Quote
Software
Languages
Interests
Websites
Timeline
BusinessAnalyst
Edgardo Urrutia

Edgardo Urrutia

MBP Master Of Business Psychology - Bachelor Of Business Administration
San Salvador,SS

Summary

Proven leader in business process optimization, Operations Manager adept in strategic planning and team development. Excelled in fostering client relationships, enhancing team productivity, and implementing operational improvements. Achieved significant performance targets through analytical thinking and effective problem-solving. Skilled in negotiations, consistently boosting client satisfaction and retention. Experienced in Swat and Tiger Teams reaching the KPIs expected for the clients perspective.

Overview

25
25
years of professional experience
5
5
Certifications
2
2
Languages
3
3
years of post-secondary education

Work History

Business Process Optimization & QMS Sr. Manager

Teleperformance
San Salvador, Departamento De San Salvador
06.2017 - 09.2024
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
  • Implemented and developed operational standards, policies and procedures.
  • Held monthly meetings to create business plans and workshops to drive successful business.
  • Provided strong leadership to enhance team productivity and morale.
  • Consistently met or exceeded annual performance targets set by senior leadership.
  • Improved team performance by providing comprehensive training and fostering a collaborative work environment.
  • Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.

Sr. Account & Operations Manager

Teleperformance
San Salvador, Departamento De San Salvador
04.2004 - 05.2017
  • Increased revenue for the company through strategic upselling and cross-selling initiatives.
  • Mentored junior account managers, fostering their professional growth and skills development within the company.
  • Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.
  • Contributed to annual revenue goals by selling new services and developing new accounts.
  • Developed deep knowledge of customer businesses and relationship to company objectives.
  • Boosted client satisfaction by effectively managing and resolving account issues.
  • Streamlined account management processes, improving overall efficiency and productivity.
  • Analyzed data on client behavior patterns to inform future account management strategies, resulting in higher retention rates.
  • Negotiated favorable contract terms with suppliers/vendors on behalf of clients while maintaining strong relationships with them at the same time.
  • Organized client feedback and introduced streamlined process of replying to and rectifying complaints.
  • Leveraged industry knowledge to provide expert guidance on pricing, promotions, and product offerings for clients'' specific needs.
  • Worked with customers to develop strategic business and account plans.
  • Created training program for lower-level employees to increase sales and customer satisfaction.
  • Developed and implemented strategies to increase client retention.
  • Facilitated client satisfaction and renewed customer relations to drive growth.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.

Education

MBP Master of Business Psychology - Business Psychology

ESI School of Management
San Salvador, El Salvador
02.2019 - 08.2021

Bachelor of Business Administration - Business Administration

ESI School of Management
San Salvador, El Salvador
01.2018 - 01.2019

Skills

Strategic Planning

undefined

Accomplishments

  • Achieved Global Corporate Standards Certifications by completing with accuracy and efficiency all the Processes required by the Company. (It was done for all the region which includes Dominican Republic, Costa Rica, El Salvador and Guatemala.
  • Create and develop the Account Manager Academy to form a new generation of leaders in that field.
  • Lead a Swat Team to resolve KPIs issues with some accounts in a 2 months period.

Certification

CM - Certified Manager Certification

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Personal References

  • Lic. Alejandra Colorado, Human Resources Director, Teleperformance El Salvador – Guatemala Tel. 7850-8801
  • Ing. Fabian Salinas, COO Teleperformance México - El Salvador – Guatemala, Tel: 7855-6998
  • Lic. Ana Vergara, VP of Client Solutions Travel & Hospitality, Teleperformance México, El Salvador, Guatemala. Tel.7862-0643
  • Ing. Héctor Cuchilla, Physical Security Sr.Manager, Teleperformance El Salvador – Guatemala. Tel. 7619-5028

Quote

“A successful person finds the right place for himself. But a successful leader finds the right place for others.”
John Maxwell

Software

Windows 11

Languages

English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)

Interests

Reading, Innovation

Timeline

MBP Master of Business Psychology - Business Psychology

ESI School of Management
02.2019 - 08.2021

Bachelor of Business Administration - Business Administration

ESI School of Management
01.2018 - 01.2019

Business Process Optimization & QMS Sr. Manager

Teleperformance
06.2017 - 09.2024

Sr. Account & Operations Manager

Teleperformance
04.2004 - 05.2017

Similar Profiles

CREATE PROFILE
Edgardo UrrutiaMBP Master Of Business Psychology - Bachelor Of Business Administration