Moisés Roberto Navas Montoya
Sr. Client Services Manager
San Salvador
Summary
In BPO industry since 2010, the experience I have gathered includes Customer Service and Technical support, managing operational, workforce, Quality and Training teams, as well as implementing successfully several continuous improvement projects for the US, LATAM, and CA markets. I am also proficient at analyzing cost efficiency as one of my major assets.
Overview
11
11
years of professional experience
Work History
Client Services Manager
Atento El Salvador
10.2018 - Current
- To build and manage the annual budget.
- Strategy establishment towards Key Performance Indicators agreements.
- Performance KPIs Review and Assurance.
- To comply, review and adjust to forecast agreements, as well as other business related SLAs.
Operations Manager
Atento El Salvador
06.2014 - 10.2018
- Call Center daily operation for an operation based on North and Latin America.
- Management over 125 staff headcount and 120 work stations.
- KPIs target compliance such as CSAT, Quality, FCR, IR, AHT, CPC, SLA, Occupancy and Productivity.
- Building Action plans to maintain and improve KPIs.
Education
Bachelor of Marketing -
Universidad Evangélica de El Salvador
01.2014 - 01.2020
High School - undefined
Colegio García Flamenco
01.2008 - 01.2009
MBA -
EUDE BUSINESS SCHOOL
ESPAÑA 05.2001 -
Skills
- Spanish
- English
- French
- MS OFFICE WORD
- WEB DESIGN
- MS Excel
Degree
Bachelor of Marketing
Additional Information - Training
Alliance Française San Salvador, 2020
Timeline
Client Services Manager
Atento El Salvador
10.2018 - Current
Operations Manager
Atento El Salvador
06.2014 - 10.2018
Bachelor of Marketing -
Universidad Evangélica de El Salvador
01.2014 - 01.2020
High School - undefined
Colegio García Flamenco
01.2008 - 01.2009
MBA -
EUDE BUSINESS SCHOOL
05.2001 -
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