Emmanuel de Jesús Mendoza Guzmán

Tlalnepantla de Baz, Estado de México

Celular: (81)17807828
Email: emmanuel.mendozaguzman@outlook.com

General Profile

 Six sigma blackbelt level strategist

 Ethical and persevering professional with extensive experience and an exceptional
and continuing education.
 Strongly directed towards business objectives, employee satisfaction and added
value towards customers.
 Extraordinary capacity for analysis and decision making (statistical models, high level
presentations and executive proposals).
 Great oral and written ability in languages; Spanish and English.
 Experience of Contact Center in industries (domestic / nearshore) of money
transfer, satellite television, cell phone, help desk, medical branch, transportation
and online school.
 Experience in multiple vertices of Contact Center: Inbound, Tech Support, Back
Office, Email, Chat, 24-7, Sales and Customer Service.
 Project management of up to 250 FTE´s.

Labor
Experience BYJU’s Futureschool (Aug 2021 – Today) – Tlalnepantla de Baz, Estado de México
Senior Vendor Operations Manager |Free Trial|80 FTE’s

 Great negotiation skills with vendors

 Experience creating Forecast, staffing and budget management.
 Operation process implementations and standardization with global operation
 Create robust change management plan to other BPO’s in order to align Uber
processes.
 Excellent developer and executor of business plans for alignment with corporate
strategies.

Outstanding Achievements

o Getting operational KPIs on target in less than a month

o Value Stream Map with the process in order to improve Business KPI’s
o Save 30% from the invoice analyzing staffing and scheduling
o Work with Marketing department to improve the leads quality (Mix Change)
o Blackbelt projects to find root cause and innovate the business
o Implement No Laptop Campaign in Mexico
o LATAM Implementation (4 Countries)

Comdata Group (Aug 2020 – Aug 2021) – Tlalnepantla de Baz, Estado de México
Senior Operations Manager |Uber Head of Quality|230 FTE’s

 Great ability to teach technical and cultural topics among leadership.

 Ample experience creating Forecast and budget management.
 Born innovator, great ability to add value to the client and taking care of corporate
and client budget at the same time.
 Create robust change management plan to other BPO’s in order to align Uber
processes.
Outstanding Achievements

o Creation of courses and implementation of workshops for staff training to

assume a new, better prepared role.
o Development of high-level presentations and standardization of this in
other call centers
o Reduce the amount of client escalation form 3 on a weekly basis to 0 (win
back client trust)
o Took to months to be the service provider leader.
o 2 new line of business were opened (Jamaica and Honduras)
o Find optimizations in Ubers processes to save time (AHT Improvement)
o Create robust change management plan to other BPO’s in order to align
Uber processes.

Sykes México (Aug 2017 – Aug 2020) – Tlalnepantla de Baz, Estado de México
Account Manager |ABBOTT CGM|250 FTE’s

 Great ability to teach technical and cultural topics for the staff in charge.
 Extensive experience in financial responsibility, with great budget management and
an accurate forecast of Gross Profit
 Excellent developer and executor of business plans for alignment with corporate
strategies.
 Facilitator of the necessary resources in order to meet client expectation in each
Line of Business.
 Extensive experience in handling a good relationship with the client and meeting the
contract and customer services key performance indicators with a high client
satisfaction.
 Key figure in communicating with customers regarding support center performance,
reporting, billing, systems, personnel, product development and complaints.
 Excellent executor and developer of measurement systems to monitor account
performance against specific contractual metrics, production objectives,
performance against goals, quality standards, employee development and
retention.
 Excellent ability to implement new accounts, including control of internal and
external resources.
 Expert in the detection of operational problems with a great capacity for trend
analysis for the implementation of corrective and preventive actions.
 Strategist with great criteria for negotiating with the client and approving changes in
the account, such as call volume, type of service, changes in databases and others.

Outstanding Achievements

o Successful Implementation on Work at Home environment (200 FTE’s

moved in one week)
o The client was provided with a definitive solution to eradicate language
complaints from end users English escalations.
o Creation of courses and implementation of workshops for staff training to
assume a new, better prepared role.
o Creation of a value stream map to optimize our tops call drivers and
generate time and money savings for the customer.
o Creation of a new business line based on our most difficult reason for calling
and exceeding the customer satisfaction goal by 5%
o Increase 8% of our net promoter score in a period of less than 6 months.
 o Creation and implementation of project to reduce detractors and obtain
product feedback in order to improve it.
o Development of high-level presentations and standardization of this in
other call centers
o Overflow was received for 3 months and a mitigation and contingency plan
was created in order to meet the desired service levels.
o Helped the client as a Kaizen Event coordinator in order to help them to
improve their forecast accuracy.

ATOS (Jan 2017 – Aug 2017) – San Nicolas de los Garza, NL

Help Desk Manager |Volkswagen Mexico-Argentina |40 FTE’s
 Great ability to develop a comprehensive approach to IT service operations to
improve the customer service experience for Latin American customers
(Volkswagen Puebla, Volkswagen Silao and Volkswagen Argentina)
 Extensive experience in management, training, development and motivation of a
group of highly qualified and technical workers.
 Expert in analysis of business objectives and initiatives in order to make
recommendations to improve infrastructure and business systems.
 Ability to communicate with Directors, managers and department coordinators
about business initiatives.
 Expert in alignment and management of strategic, business and technology
requirements

Outstanding Achievement

o Improvement of service level for ticket service

o Strengthen the relationship with the Volkswagen area directors.
o Considerable improvement in satisfaction surveys for help desk technicians
(Mexico and Argentina)
o Creation of a template for the detection of badly elaborated tickets and
training to end users

Teleperformance (Oct 2007 – Jan 2017) – Monterrey, NL

Operations Floor Manger (Mar 2015 – Jan 2017) |Western Union |180 FTE’s
 Extensive experience in accounts of the domestic market and nearshore market as
the leading figure of operations.
 Responsible for compliance with KPIs of all types of business vertices: Customer
Service, Back Office, Agent services.
 Staffing optimization and planning
 Internal negotiations to ensure compliance with client objectives and expectations.
 Implementation and execution of internal processes of continuous improvement
(TOPS).
 Responsible for compliance with operational indicators by 9 Supervisors in 3
different shifts.
 Implementation of action plans and development of supervisors.
 Responsible for customer and employee satisfaction, as well as the handling of
suggestions to improve the work environment and the provision of services.
 Root cause analysis and decision making
 Project management:
o Successful migration of Operations from one site to another one (TP
University to TP Cuauhtémoc).

Outstanding Achievement
 o Best Operations floor manager for 7 consecutive months.
o Historical increase in satisfaction indicators (Night shift).
o Learning Lab project implementation and consolidation.
o Creation of a CSAT calculator

Operations Supervisor (Mar 2014 – May 2015) |Western Union & Sprint | 20 FTE’s

 Bilingual Projects: Sprint, Western Union

 Agent development and Key performance indicators achievement
 Payroll management, productivity and motivation.

Outstanding Achievement

o New Line of business implementation (International Agent Support)

o First place in JUMP supervisor workshop
o Attrition was reduced by 5%
o Steady and good results made the LOB increase from 15 to 30.

QA analyst (Mar 2013 – Mar 2014) | Sprint |50 FTE’s

 Developer and QA in charge of the learning lab area.

Outstanding Achievement

o First Place in JUMP workshop for Quality Analyst

o Leading figure in charge of the development of new agents
o Opinions considered by the client for the modification of the Quality
monitoring form.

Educación Universidad Ciudadana de Nuevo León – (2016-2019)

LIA – Degree in informatics administration.

CNCI – (2015)
LIA – Degree in informatics administration.

Universidad Nacional Autónoma de Nuevo León – (2007)

LIA – Degree in informatics administration.

Universidad Nacional Autónoma de Nuevo León – (2007)

Certification in English language.

Idiomas Ingles 90% , Español Nativo, Portugués 20%

Cursos  JUMP Workshop (QA) – Teleperformance Monterrey

 JUMP Workshop (Team Leader) – Teleperformance Monterrey
 Business coaching WBLT – Teleperformance Monterrey
 Getting Results without Direct Authority WBLT – Teleperformance Monterrey
 Manage Essentials WBLT – Teleperformance Monterrey
 Root Cause Analysis eLearning Course – Teleperformance Monterrey
 Protection of confidential information – Teleperformance Monterrey
 GESP Online Course WBLT – Teleperformance Monterrey
 SS16 Effectively Managing Top Performers WBLT – Teleperformance Monterrey
 SS16 Managing during Difficult Times WBLT– Teleperformance Monterrey
 SS1 Project Management WBLT– Teleperformance Monterrey
 Anti-money Laundry course– Teleperformance Monterrey
 Teamwork – Universidad Tec. Milenio
 Body Language – Universidad Tec. Milenio
 Assertive Communication – Universidad Tec. Milenio
 IT Benefits and Costs – Atos Monterrey
 Powering a New Era – Atos Monterrey
 Internet of Things – Atos Monterrey
 Quality Management System ISO 9001 – Sykes Mexico
 Change Management Certification – Prosci
 Yellow Belt Certification – Lean Six Sigma Institute
 Green Belt Certification – Lean Six Sigma Institute
 Black Belt Certification – Lean Six Sigma Institute