David Delgado
Summary
Dynamic Global Account Director with a proven track record at Teleperformance, excelling in client relationship management and strategic growth initiatives. Expert in leveraging data analytics to enhance operational efficiency and drive customer satisfaction. Adept at leading cross-functional teams, fostering collaboration, and mentoring talent to achieve exceptional results.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Global Account Director
Teleperformance
06.2021 - 04.2024
- Contract management
- Developed and maintained relationships with key social media global client, ensuring alignment with strategic and operational objectives
- Led Directors from cross-functional teams to deliver goals leveraging client satisfaction and retention
- Analyzed market trends and competitive landscape to strategize around account planning and growth initiatives
- Collaborated with internal sites across Europe, Latin America and Africa to streamline processes and improving service delivery efficiency
- Worked along with Project Management on RFP submissions as well as implementations, ramp-ups and organic business strategies
- Mentored junior account Directors, fostering professional development and enhancing team capabilities in client engagement
Senior Director of Operations
Teleperformance
05.2018 - 05.2021
- Led operational strategy to enhance efficiency across multiple clients and service lines such as customer service, sales, tech support, collections, amongst others
- Streamlined processes, resulting in improved service delivery and client satisfaction
- Implemented data-driven decision-making frameworks to optimize resource allocation and performance metrics
- Oversaw vendor management processes, negotiating contracts that reduced costs while maintaining service quality
- Established key performance indicators, driving accountability among teams and ensuring alignment with business objectives
- Led cross-functional teams, fostering a culture of continuous improvement and accountability
- Developed strategies for employee engagement promoting a positive work environment that valued communication, teamwork, recognition of achievements and accountability
Director of Site Operations
Sitel / Acticall / Foudever
08.2017 - 05.2018
- Responsible for operational strategy to enhance efficiency across multiple site clients/programs
- Directed Account Managers and cross-functional teams to ensure alignment with organizational goals and client expectations
- Developed and implemented process improvements to optimize resource allocation and reduce costs
- Collaborated effectively with peers across departments to align objectives, share best practices, and achieve unified company goals
- Enhanced employee performance with continuous training programs and performance evaluations
- Directed training programs that enhanced staff performance and improved service delivery standards.
- Built and maintained strong relationships with clients and internal stakeholders
- Conducted monthly/quarterly and yearly site audits to identify successes and failures and formulate improvement plans
- Supervised operations staff and support areas to kept employees compliant with company and client policies and procedures
Senior Business Manager
Convergys / Concentrix
06.2013 - 08.2017
- Directly responsible for developing and implementing strategic initiatives that improved customer satisfaction and retention rates
- Implemented data-driven decision-making frameworks to optimize business performance
- Responsible for the selection and development of junior staff, fostering team capabilities enhancement
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning - sales program
- Designed modern employee recognition program which boosted sales productivity and improved morale and retention
- Leveraged data analytics to inform decision-making processes that led to more informed choices in strategy development and execution
Client Services Manager
Convergys / Concentrix
03.2011 - 06.2013
- Responsible for relationship with client
- Project Management lead for implementation of new lines of business
- Captured and analyzed client feedback to identify trends, driving continuous service enhancements and client satisfaction indicators
- Managed escalated client issues, ensuring timely resolution and maintaining strong relationships
- Communication and coordination between the company and the multiple clients as well as alignment of expectations and business recommendations
- Responsible for business reviews
Education
Bachelor of Science - Communications And Media
Pontifical Xaverian University
Bogota, Colombia07-2004
Skills
- Client relationship management
- Financial acumen
- Customer focus
- Team management
- Sales leadership
- Relationship management
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
Certification
Lean Six Sigma
Leadership and Development Seminar
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Italian
Professional Working
Timeline
Global Account Director
Teleperformance
06.2021 - 04.2024
Senior Director of Operations
Teleperformance
05.2018 - 05.2021
Director of Site Operations
Sitel / Acticall / Foudever
08.2017 - 05.2018
Senior Business Manager
Convergys / Concentrix
06.2013 - 08.2017
Client Services Manager
Convergys / Concentrix
03.2011 - 06.2013
Bachelor of Science - Communications And Media
Pontifical Xaverian University