Gerardo Morales

A dedicated professional with 12 + years of combined Call center management & Service desk delivery, specialize on meet end-user demands, solve customer problems and drive client satisfaction. Now seeking to contribute my experience, skills and expertise to the team.

A dedicated professional with 12 + years of combined Call center management & Service desk delivery, specialize on meet end-user demands, solve customer problems and drive client satisfaction. Now seeking to contribute my experience, skills and expertise to the team. Account Manager Beliveo 2021 – Current  Ownership & accountability for account SLAs & KPIs.  Effectively lead all parties involved in the account success.  Strong negotiation & Change management communication with stakeholders.  Identify customer needs and overseeing service delivery.  Manage finance & Account Budgets.  Determine ways to reduce cost without losing customer satisfaction.  Recommend methods of improvement and seeing actions are implemented on time for service delivery upgrades.  Provide accurate and regular report to the management team on performance.  Lead people management, including staff recruitment, performance assessment, training and mentoring. Tech Lead Cognizant 2019 – 2020  Accountability for service delivery performance, meeting customer expectations and driving future demand.  Ownership of critical incidents, coordinate with resolution parties & stablish effective communication between stakeholders.  Entire Project Staffing Management.  SLA & KPI Ownerships.  Invited to be part of a call center ramp up in the company, 1 Week us Trip to bring and deliver all the training material.  Monitor & Manage desktop support, It services, VIP support functions to ensure optimal service.  Analyze third party as well as internal processes, create strategies for service delivery optimization.  Agent & Supervisor development.  Maintain high performance levels for service-related processes, implement improvement activities wherever necessary. Passport: Available US Visa: Available Training Manager Wipro Limited 2017 – 2019 I was invited to become the Lead trainer for a new project, Project started in May 2017 ,I was in charge of leveraging the potential of the agents coming into the company and training the new staff members.  Develop team members; deliver the full training agenda for the new hires.  I keep a weekly meeting with our client in which I answer their questions and present the results for last week.  Weekly dashboard on team performance.  Provide feedback to the agenda content and continually upgrading the material. TCS 2015 – 2017 I was hired as a Team Lead for a Solar Panel Project; I had a Team of 15 people with 3 different activities.  Troubleshoot applications through Citrix.  Verify correct connectivity from the sales teams  Reset User ids and passwords  Create tickets through Remedy depending on the severity of the incident.  Weekly and Monthly performance review for my team members. Trainer- Sales Manager Beliveo Mexico 2013 – 2015 Previous to this job I was working in Telperformance as a Supervisor, I was contacted by Beliveo Company owners to become part of the startup of the company. I trained the first waves of agents and managers and then became the sales lead for the company.  Main Responsibilities: -Ownership of weekly client meetings regarding sales results, current status and future strategies to increase the site sales KPI. -Create sales related training material to develop sales skills for current employees and new hires. -Maintain quality controls on sales related calls and ensure policies and procedures were followed on sales completed by the team. -Keep track of each sale completed by the project by delivering daily, weekly and monthly visibility on sales completed vs regular calls. -Create an incentive plan to promote sales during phone calls and reward improving pitch rates and high performing sellers. -Forecast account sales rate by conducting analysis on average calls per day, attrition and previous day results. During my time in Beliveo I was certified as a Master Trainer for the project

Finance Degree at Universidad Tec Milenio. Zapopan, Jalisco. Mexico.