Edgardo Urrutia
MBP - Bachelor of Business Administration
San Salvador,San Salvador
Summary
Proven leader in business process optimization at Teleperformance, 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
20
20
years of professional experience
7
7
Certifications
Work History
Business Process Optimization Sr. Manager
Teleperformance
San Salvador, El Salvador, Departamento De San Salvador
06.2017 - 07.2024
- 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 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. 100% compliant.
- Promoted culture of continuous learning through regular workshops, seminars, and training sessions for staff.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
- Improved team performance by providing comprehensive training and fostering collaborative work environment.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Improved team performance by providing comprehensive training and fostering collaborative work environment.
- Mentored junior staff members for skill development and career progression within organization.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Achieved operational excellence by streamlining processes and implementing best practices.
Sr. Account Manager
Teleperformance
San Salvador, El Salvador, Departamento De San Salvador
04.2004 - 05.2017
- Increased revenue for company through strategic upselling and cross-selling initiatives.
- Mentored junior account managers, fostering their professional growth and skills development within 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 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.
- Met or exceeded sales goals for 50% in GM.
- Closed business deals with partner businesses to increase company profits 25%.
Education
Master of Business Psychology - Business Psychology
ESI School of Management
06.2020
Bachelor of Business Administration - Business Administration
ESI School of Management
10.2019
No Degree - Marketing
Technological University
2004
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.
Languages
Spanish
Native or Bilingual
English
Full Professional
Certification
CM - Certified Manager Certification
Certified in YBSS @ Teleperformance
CPM - Certified Professional Manager
Operations, Teleperformance, Coaching Master
Corporate Standards Office, Teleperformance, Regional Auditor
Operations, Teleperformance, Customer Service Success
Management, Teleperformance, Account Manager Academy
Timeline
Business Process Optimization Sr. Manager
Teleperformance
06.2017 - 07.2024
Sr. Account Manager
Teleperformance
04.2004 - 05.2017
Master of Business Psychology - Business Psychology
ESI School of Management
Bachelor of Business Administration - Business Administration
ESI School of Management
No Degree - Marketing
Technological University
Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteHybridOn-SiteImportant To Me
Work-life balanceFlexible work hoursPersonal development programsHealthcare benefitsCareer advancementTeam Building / Company RetreatsQuote
“Talent is a gift, but character is a choice.”
John Maxwell
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
- Project Management
- Contract Development and Management
- Staff Management
- Team Leadership
- Customer Relationship Management
- Business Planning
- Coaching and Mentoring
- Time Management
- Managing Employee Relations
- Key Performance Indicators (KPI)
- Employee Training
- Budgeting and Cost Control
- Strategic Planning
- Complex Problem-Solving
- Income and Expense Management
- Timelines and Milestones
- Managing Operations and Efficiency
- Administration and Reporting
- Negotiation
Reading & Play BKB
I love to read John Maxwell books about Leadership. I try to apply those principles not only at work but in my family, personal life.
I enjoy playing BKB, it is my favorite sport, I'm really good at it.
Software
Windows 11
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