Mario Eduardo Trujillo Roche
Business Delivery & Commercial Strategy
Guatemala,Fraijanes
Summary
Strategic Business Advisor with 10+ years of progressive experience in WFM within TELUS Digital. Expert in developing global WFM strategies that drive cost optimization and competitive differentiation for internal and external clients (Managed Services). Researching and assessing business performance and developing solutions for optimization. Well-versed in identifying and deconstructing business strengths, weaknesses, opportunities, and threats. Superior performance in financial analysis and evaluation of industry trends and competitor strategy. Guide stake holders in understanding and responding to specific problems and opportunities and developing strategic plans to meet business objectives and drive growth.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Delivery Business Advisor
Telus International
07.2024 - Current
- Focus: Strategic Analysis, Deal Pricing, Commercial Risk Mitigation
- Financial analysis was key to securing a multicountry deal worth USD $22M, identifying critical labor cost under-pricing risk and restructuring the commercial framework to ensure positive margins.
- Modeled sensitivity scenarios for high-volume contracts, mitigating a potential financial risk of USD $3.1M due to speed to implementation and contractual baselines.
- Designed and automated a WFM Commercial Costing Tool, slashing the quote-to-close cycle from 6 days to 72 hours to enhance commercial responsiveness.
- Managed risk effectively by closely monitoring client portfolios and making timely adjustments.
Senior Manager Workforce Management
Telus International
06.2022 - 01.2024
- Focus: Global Strategy, WFM Optimization, Enterprise Transformation
- Led the standardization of WFM operations across 7 countries and 5 Business Units, resulting in a 42% reduction in operational variability and enabling global scalability for Managed Services.
- Executed a staffing optimization strategy (leveraging forecast accuracy + automation) that generated a cumulative saving of USD $3.8M and an 8.5% improvement in operational efficiency.
- Directed the creation of the WFM Global Playbook, accelerating new market onboarding by 30% and driving consistent regional expansion.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
Manager Workforce Management
Telus International
07.2020 - 06.2022
- Collaborated effectively with other departments such as HR, IT, Finance, and Operations for seamless workflow integration across the organization.
- Managed a team of workforce analysts, fostering professional growth and development opportunities.
- Continuously evaluated industry trends and best practices, incorporating new ideas and approaches to drive ongoing improvements in WFM effectiveness.
- Reduced employee attrition rates through effective communication, training, and performance management.
- Successfully managed multiple projects simultaneously while meeting strict deadlines without compromising on quality.
- Streamlined WFM processes to increase productivity and reduce operational costs.
Education
MBA - Business Administration
Universidad Galileo
Guatemala 05.2001 -
BBA - Business Administration
Universidad Galileo
Guatemala 05.2001 -
Bachelor of Science - Industrial Engineering
Universidad Landívar De Guatemala
Guatemala 05.2001 -
Business Management
INCAE
Skills
- Executive Leadership
- Leading Change & Transformation
- Advanced Financial Acumen
- WFM Managed Services & Global Strategy
- Executive-Level Stakeholder Management
- ROI & Cost Management
- Global Forecasting & Scheduling
- Strategic Planning & Execution
- Deal Pricing & Business Case Building
- Advanced Data Literacy & Automation
- Operations management
STRATEGIC PROFILE & COMMERCIAL ACUMEN
- Financial Impact & ROI: Secured a USD $22M deal through critical financial analysis, mitigating $1.4M in risk and generating a cumulative saving of $3.8M via WFM optimization.
- Global Transformation: Directed the consolidation and standardization of WFM operations across 7 countries and 5 Business Units, achieving a 42% reduction in operational variability.
- Commercial Velocity: Automated the commercial costing process, reducing the quote-to-close cycle from 10 days to 72 hours and increasing capacity to respond to RFPs.
Timeline
Delivery Business Advisor
Telus International
07.2024 - Current
Senior Manager Workforce Management
Telus International
06.2022 - 01.2024
Manager Workforce Management
Telus International
07.2020 - 06.2022
MBA - Business Administration
Universidad Galileo
05.2001 -
BBA - Business Administration
Universidad Galileo
05.2001 -
Bachelor of Science - Industrial Engineering
Universidad Landívar De Guatemala
05.2001 -
Business Management
INCAE