Mauricio Iglesias

Hola.

Tengo 22 años de experiencia en Contact Center , 8 de ellos  en nivel dirección y gerencia a cargo de hasta 240 agentes, he sido KAM de cuentas como Jaguar Land Rover, Microsoft y Peugeot. Entre mis logros está el haber sido SME para United Airlines cuando abrimos el CC en Pune India, donde entrenamos a los nuevos agentes  tengo mucho que aportar a su empresa y me encantaría poder entrevistarme con Uds. para platicar de ello.

Saludos

Mauricio Iglesias

ZE’BRANDS. - CUSTOMER SERVICE MANAGER

Mar. 1, 2021 - Currently

Ensure NPS at 80, provide insights for every department on what needs to be improved, set up of customer service strategies for main campaigns like Hot Sale, Buen Fin. 

COMDATA GROUP - OPERATIONS MANAGER 

For the UBER Brazil campaign. Jul. 15, 2020 – Oct. 15, 2020 

ESTRATÉGICA SMARTER MARKETING 

CONTACT CENTER OPERATIONS DIRECTOR 

Apr. 6, 2016 – Jun. 1, 2020 

Maintain profitability of every campaign, healthy headcount, have a plan for DRP/BCP, information security, provide applicable tools, approve expenses, assure client’s KPIs are met. Create strategies. Set up of campaigns. Bring New Business 

RESORT CONDOMINIUMS INTERNATIONAL RCI 

TRIALS RRSS & ALL-INCLUSIVE DEPARTMENT April 2006 – Jan 2016 Trials RRSS supervisor, then moved to ALL INCLUSIVE DEPARTMENTto start this new project. 

UNITED AIRLINES 

CUSTOMER SERVICE SUPERVISOR Aug. 1999 – Jan 2006 RRSS agent, queues team leader, customer service supervisor. RSSS and Customer service SME at Pune, India 

JW MARRIOTT MEXICO CITY 

HOST CASHIER Nov. 1997 Aug. 1999 

EDUCATIONZE’BRANDS. - CUSTOMER SERVICE MANAGER

Mar. 1, 2021 - Currently

Ensure NPS at 80, provide insights for every department on what needs to be improved, set up of customer service strategies for main campaigns like Hot Sale 

COMDATA GROUP - OPERATIONS MANAGER 

For the UBER Brazil campaign. Jul. 15, 2020 – Oct. 15, 2020 

ESTRATÉGICA SMARTER MARKETING 

CONTACT CENTER OPERATIONS DIRECTOR 

Apr. 6, 2016 – Jun. 1, 2020 

Maintain profitability of every campaign, healthy headcount, have a plan for DRP/BCP, information security, provide applicable tools, approve expenses, assure client’s KPIs are met. Create strategies. Set up of campaigns. Bring New Business 

RESORT CONDOMINIUMS INTERNATIONAL RCI 

TRIALS RRSS & ALL-INCLUSIVE DEPARTMENT April 2006 – Jan 2016 Trials RRSS supervisor, then moved to ALL INCLUSIVE DEPARTMENTto start this new project. 

UNITED AIRLINES 

CUSTOMER SERVICE SUPERVISOR Aug. 1999 – Jan 2006 RRSS agent, queues team leader, customer service supervisor. RSSS and Customer service SME at Pune, India 

JW MARRIOTT MEXICO CITY 

HOST CASHIER Nov. 1997 Aug. 1999 

EDUCATION 

Bachelor in Tourism 

English level C2 

Portuguese level B1 

Marketing courses Sirius Decisions

Bachelor in Tourism 

English level C2 

Portuguese level B1 

Marketing courses Sirius Decisions