Manage Pricing Department and spearhead automation efforts. Manage Customer Service department, to close post-sale and pre-sales cycle, and improve client relationships. Responsible for the presentation of executive dashboards, and ensure adherence to target KPIs for Pricing and Customer Service department, as well as inter area KPIs. As of 2020 I also coordinate efforts for Service and Network Cost Reduction initiatives. In the 6 months since taking on this responsibility, we have improved saving on +600% compared with the previous 12 months.

Manage Sales & Services team. Develop all automation processes; mainly by utilization of polygon related price lists and application of APIs. Coordinate price refresh and market pricing strategy for telecommunication products. Ensure timely response for quotes and RPFs. Control queue volume, closure rate and general OKRs for the department. Oversee pricing negotiations of customers’ proposals. Creation and implementation of SOP and best practices.

Dedicated to ~12 accounts. Main tasks consist in pricing support providing quotes in a professional and timely manner utilizing company pricing tools, guidelines, and other resources made available. Participate/oversee timely and complete response of customer RFPs with the support of various team members. Professional communication with customers on general pre & post related sales matters. Be the main POC for any customer request and maintain a constant communication to all internal teams to provide the best possible support. Systems documentation using QuickBase, Trouble Ticket tools, etc.. General misc sales activity. General sales related reports.

Oversee secondary control for Security and Risk Management both for Public and Distribution Sector for 4 to 6 accounts. Represent Command and Control by participating in client meetings and involving others teams as necessary Gather and control service level and compliance metrics. Administration of control tickets to document any exposures and the corresponding action plan and completion. Audit responsible, receive, process and respond to audit requests to ensure compliance and audit readiness. Responsible for maintaining all documentation related to each account and process

In charge of 20 to 25 supervisors, back office, and other support area members. Control of performance of supervisors and their teams. Coordinate work plans between areas and help identify main coaching areas and opportunities. Develop and apply staffing plans and shift bids together with Workforce management. Financial control of margin and revenue in regards to budget and projections for the campaign. Other duties as assigned by the Director.

Supervisor for Office Depot, Ativa and Best Buy. In charge of an 18 to 22 people team. Train and coach employees. Conduct employee performance reviews. Responsible for shift schedule. Conduct shift meetings. Responsible for meeting production goals. Communicate with other Supervisors and Service Delivery Manager. Assist in production as necessary.