Director de operaciones

As a member of the Chief Executive Committee reporting to the General Manager, the main missions of the position consisted on defining and implementing the operational and technological strategies of the subsidiary and, on the other hand, providing accurate and timely information to the General Manager and the Chief Executive Committee for Decision-making, monitoring of management and evaluation of results. Departments: IT, Customer Service, Production, General Services (purchasing and maintenance of facilities), Conciliation of payments to third parties, Quality Control; a team of 57 collaborators.
	Main responsibilities:
	IT: Project management; Control and monitoring of developments (products, CRM, WEB); Monitoring, evolution and integration of the different tools and management platforms; Hardware and Communications.
	Operational Management: 4 voucher products, 8 card products and 2 on-line products; Inventory control; Optimization of processes; Cost reduction; Supplier development.
	Quality of Service: Responsible of service to customers, users and affiliates "Customer Experience"; Analysis of the annual customer service survey; Definition of KPI’s and strategy of continuous improvement in the service. Follow-up audits: subsidiary, headquarters and external (ISO 9000, EFR, affiliate network).
	Control of Expenses and Investments:  Preparing, follow-up and analysis of the expense and investing budgets for all the departments.
	External relations:  Interlocutor with suppliers of both supplies and services; financial entities; Tax and legal consultants; Associations and Public Administrations related to the sector; etc.
	 Most Important Achievements
	I participated in the working groups for the launch of 5 new products in card support; development of CRM and a web platform for Flexible Compensation Plans.
	I created a new structure in the Customer Service Department (Clients, Users and Affiliates), considering the size and operational complexity of customers, improving telephone service KPI’s (94% in service level and 3% in abandon rate) and incident management (0.32% incidents vs. orders), increasing customer satisfaction in annual service surveys.
	I implemented a CTI platform for control and monitoring the telephone service in different departments (Customer Service, Collection, Affiliation, Telesales), obtaining the award as "Best IT Service Solution 2014" granted by the renowned magazine Contact Center.
	I implemented the Document Management System (DMS) for the digitization and contract management of clients (32,000) and affiliates (103,000).
	I reduced the expenses of the Operations & IT departments by -4% (annual average), increasing EBIT by + 6% (annual average).

Member of the Chief Executive Committee reporting to the General Manager. Responsible for the departments of: Production, Customer Service, Fuel-Card Service, General Services, Quality Control, Distribution, Security and the operation of 15 offices in the country; with a team of 430 collaborators.
	Operational Management: 4 voucher products and 3 card products; Production control; Control of inventories; Quality Control.
	Telephone service support: to clients and affiliates; implementation of 24/7 service for Ticket Card.
	Security and Surveillance: Fraud control; Custody of Securities; Distribution and delivery of voucher orders in Mexico City and to the company branches with own armored vehicles; Management of external security personnel (36 armed policemen). 
	Purchasing and Maintenance of facilities: Negotiation, Development and Supervision of suppliers of services and materials for all the requirements and needs of the company.