Jeffrey Paul Rosales Molina
Houston,TX
Summary
Dynamic and results-driven Global Senior Manager specializing in Business Analytics and Quality Management, with 20 years of progressive experience in driving strategic direction and operational excellence across international BPO and digital environments. Expertise in Quality Assurance and Customer Experience (CX) includes a proven track record of leading global CX teams and directing comprehensive analyses of CSAT and Voice of the Customer (VOC) to achieve significant operational improvements. Successful in deploying advanced analytical and Business Intelligence tools, such as Power BI, Looker, Tableau, and AI/ML (Speech/Text Analytics), to maximize ROI and deliver actionable insights that enhance business performance. Committed to fostering a culture of continuous improvement and innovation within organizations.
Overview
20
20
years of professional experience
Work History
Global Sr. Manager Business Analytics
TELUS Digital
07.2021 - Current
- Serves as the Global Prime and strategic liaison for Business Analytics, driving collaboration between Technology, PMO, internal clients, and external stakeholders to ensure the seamless implementation and adoption of Quality, Performance, and Analytics tools.
- Converts technical requirements to easily understood language for end-users in the deployment and/or usage of Quality Management, Performance Management, and Analytics Tools (Speech, Text, DPA,etc).
- Conduct regular strategy meetings that bring together technology teams, PMO, and end-users to ensure seamless communication and execution of analytic deployments
- Lead a dedicated global team focused on reporting, insights, and analytics delivery, ensuring high-quality support to operations and client teams.
- Oversee the entire project lifecycle, from initial requirement gathering to successful deployment, ensuring projects are completed on time and deliver the planned benefits.
- Puts forward potential projects where the deployment of analytics tools can be leveraged to produce potential cost savings or revenue assurance.
- Creates use cases based on deployed analytic solutions to showcase to current and potential clients the ROI created by using analytic tools.
- Ensures projects are completed on time, drives innovation by leading tool optimization initiatives, identifying solutions to internal and external clients’ needs. Assigns a team to deploy solutions.
Senior Quality Manager
TELUS
01.2016 - 07.2021
- Supports Quality Managers, through regular and consistent coaching, reinforces team strengths and creates customized action plans to develop areas of opportunities within team members;
- Oversaw and directed teams and managers responsible for the analysis and trends of CSAT and Voice of the Customer (VOC), ensuring actionable findings were provided to the client and operations to improve customer satisfaction.
- Complete recurrent shadowing sessions to the team members to ensure adherence to the coaching methodology and efficiency of each one of the tasks.
- Encourage collaboration among other departments to contribute to the company's and business strategies
- Actively participate within internal and external meetings (WBR, MBR, QBR, YBR, etc) to discuss trends, action plans and reinforce strengths to progress within the accounts
- Ensures tool's usage, as well as self-train for all available versions, practices and maintain open communication with IT, and TI POC to report any outages, etc.
- Manage client communication and is the point of contact to align Quality Assurance, business strategies, and contribute as partners to develop process improvement between TELUS International & the client's
- Oversees Customer Experience teams over multiple regions. Responsible for the strategic direction of the programs at a global scale, main point of contact for all regions in TI for the client, pertaining to Customer Experience matters.
- Manage Quality Assurance in the following Accounts such as GOOGLE, COMWAVE, LIME, UMB, Hudson Bay Company (HBC), MASTERCARD, First American Home Warranty, FA-DBS, HERTZ, HCL, Direct Energy, MoneyGram, etc.
Quality Manager
TELUS
10.2014 - 01.2016
- Oversees Team Leads and Coaches under the Quality Department to ensure tasks/responsibilities are carried out effectively and efficiently.
- Designs & implements career development plans for each role to ensure maximum client, operational, and personal effectiveness.
- Responsible for final analysis, review & approval of recommendations for improving the quality of service of Operations and maintaining high Customer Experience standards.
- Responsible for the analysis and trends of CSAT and Voice of the Customer (VOC), providing actionable findings to the client and operations on how to improve customer satisfaction.
Sales Manager
Integrated Links Claro
02.2013 - 05.2014
- Company Overview: Claro: Telecommunication company in El Salvador.
- In charge of sales executives & Back Office personal
- Prepare sales forecasts
- Prepare forecasts of expenses
- Analyze and organize times and movements of routes and sales areas
- Create training and indoctrination programs for the entire Salesforce
- Personnel recruitment manager
- Create an ingenious remuneration formula
- Develop promotional campaigns, choosing prizes and weekly or monthly contests
- Supervise the fulfillment of the daily tasks of the salesmen, verifying the documents used.
- Write weekly or monthly sales reports on the various activities carried out
Operations Supervisor (Clear-wire)
STREAM Global Services
03.2011 - 01.2013
- DISH Satellite TV: U.S Television Provider.
- Supervise and coordinate the daily activities of sales representatives engaged in promoting and selling a product by phone.
- Recommend changes to current sales techniques or procedures based on team performance and new selling techniques.
- Performed continuous audits to discover areas of opportunity and provide constructive feedback that helps sales executives in their daily calls.
- Responsible for metrics such as Conversion Rate, Average Revenue per Sale, Quality, etc.
Quality Agent
STREAM Global Services
08.2007 - 05.2010
- Record, listen and evaluate technical calls for customer service skills, technical skills, and policy and procedural compliance.
- Provide timely and constructive feedback to support service agents.
- Provide comments and ideas for analysts and quality managers, ensuring continuous improvement.
- Provide training, feedback sessions and calibration with the Operations Managers.
- Provide quality training for new employees (USCTS, Latin American countries, small and medium enterprises)
XPS Technical Support Supervisor Support
DELL
10.2006 - 08.2007
- Responsible for different metrics to support the business unit such as Repeat Dispatch Rate, First Call Resolution, CSAT / NPS, etc.
- In charge of the creation of action plans to increase the KPI's
- Provided technical support training to new employees
Technical Support Representative
DELL
05.2005 - 10.2006
- Technical support representatives help customers troubleshoot issues with a piece of equipment. Tech support is also responsible for installing equipment, maintaining records of customer interactions and collaborating with others to improve the company's system requirements.
Education
Business Administration -
Universidad Politecnica
El Salvador, San Salvador01.2008
Skills
- Strategic planning
- Cross-functional collaboration
- Operations management
- Cross-functional team coordination
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Global Sr. Manager Business Analytics
TELUS Digital
07.2021 - Current
Senior Quality Manager
TELUS
01.2016 - 07.2021
Quality Manager
TELUS
10.2014 - 01.2016
Sales Manager
Integrated Links Claro
02.2013 - 05.2014
Operations Supervisor (Clear-wire)
STREAM Global Services
03.2011 - 01.2013
Quality Agent
STREAM Global Services
08.2007 - 05.2010
XPS Technical Support Supervisor Support
DELL
10.2006 - 08.2007
Technical Support Representative
DELL
05.2005 - 10.2006
Business Administration -
Universidad Politecnica