• Migrated off-shore operations under the zero defect policy ( full outsourcing ) in a complex project management plan.
• Increased the operational revenue in 15 % by deep diving in non-mandatory costs.
• Increased “Employee Satisfaction” from 29.14 % Top Box to 42.54 % Top Box in one year.
• Increased “First Contact Resolution” from 84.90 % to 96.29 % in less than 6 month.
• Reduced attrition from 16,70 % monthly to less than the 6.00 % in less than 6 months.
• Up-scale the whole operation from 22,000 calls / month to 60,000 calls / months in 1 year.
• Lead the C.O.P.C. ( Customer Operation Performance Center – global standard for Call Center ) certification efforts in Argentina for the actual operation I’m running. This certification is the first that E.D.S. will achieve in Latin America and the second globally. The C.O.P.C. certification guarantees that the operation runs with the lowest cost, highest quality and highest customer satisfaction, compared with global benchmarks.

M.B.A.