Mykaill Moscosa
Orlando,USA
Summary
Proven track record in optimizing customer service, contact center, and global business services operations. Consistently deliver seamless service and increase customer lifetime value. Ability to align people, processes, and technology to support modern business needs, driving profitable growth throughout career. Successfully lead transformative turnarounds generating significant ROI and profit growth. Global experience spanning Americas, EMEA, and APAC regions, bringing diverse perspective and deep understanding of international markets.
Overview
17
17
years of professional experience
1
1
Certification
Work History
SVP Sales and Customer Experience worldwide
TUPPERWARE BRANDS CORPORATION
2021.05 - 2024.04
- Managed Contact Center, Data Analytics, Field Sales, and Digital global teams with 4 directors, 80 staff, and a $12M annual budget
- Enabled shared services support for 37 markets by providing corporate governance and validating commercial strategy for frontline operations
- Engineered an operational turnaround, generating an incremental profit of $38M with a 1.5x ROI through improving vendor negotiations, call deflection strategies, and sales incentives
- Deployed WhatsApp channel with a transactional service bot in Brazil, generating $2M in incremental sales with a 2.3x annual ROI through recruitment, retention, and reactivation campaigns
- Implemented journey mapping and CXM analytics to listen to the voice of the customer and address related pain points, resulting in a 23% increase in Net Promoter Score (NPS) within the first year
- Mobilized profit improvement of commercial incentives by 10% globally, leveraging business intelligence analytics and direct selling best practices.
SVP Global Business Services
TUPPERWARE BRANDS CORPORATION
2020.09 - 2021.04
- Led a team of 4 directors and 60 staff, with P&L responsibility and a $10M budget
- Masterminded an operational turnaround by establishing the initial GBS model and the first shared services hubs in Mexico, Malaysia, and Poland, with a service portfolio of ten functions
- Achieved $14M in savings in the first year by implementing a GBS global delivery model based on SLAs, performance scorecards, and a pay-as-you-go structure, for functions such as data analytics, FP&A, contact centers, and creative services, among others
- Enhanced the third-party vendor selection process and enabled contact center vendors across the USA, Mexico, Brazil, Germany, and Malaysia, managing 800K inbound contacts for a 180K customer base
- Improved self service, IVR workflow and workforce management practices, reducing costs by 15%
- Deployed outbound upsell campaigns for onboarding and reactivation, generating $1M in incremental sales in Mexico and Brazil.
VP Member Services and Contact Center worldwide
HERBALIFE NUTRITION LTD
2019.01 - 2020.08
- Managed a global service organization, leading a team of 1,800 staff with an $18M budget to deliver support to 16M contacts from 900K customers, supporting a $5B business size
- Led the operational turnaround of America's contact center by enhancing organizational and remote work capabilities, streamlining service processes and KPIs, and improving hub facilities and BCP plans
- Initiated digital transformation by selecting and deploying Salesforce Service Cloud CRM and Genesys platforms to enable omnichannel support; this upgrade resulted in a cumulative benefit of $76M and a 2.5x ROI from optimized upsell campaigns
- Embedded a seamless service by implementing a CXM mechanism that led to service enhancements, achieving a 20% improvement in CSAT and service metrics (e.g
- FCR, TAT, SL) in the first year
- Oversaw contact center operations in India, Malaysia, and EMEA, providing direction on technological deployments, operational best practices, organizational design, and upsell strategies.
VP Sales and Events for Mexico
HERBALIFE NUTRITION LTD
2015.08 - 2018.12
- Oversaw a team of 2 directors and 37 staff, managed a P&L with a $14M budget to serve a 130K customer base, supporting a $1B business size
- Achieved record-breaking sales in 2016 and 2018, with the highest retention rate of 70%, driven by a strategic promotional plan and targeted field sales activities
- Led the yearly strategic planning and execution of multiple in-person training sessions and incentive trips to engage 47K Salesforce members
- These events contributed to retaining 20% of total sales
- Optimized the vendor selection and management processes to achieve an optimal quality and cost
- Co-led event production, including concept creation, content strategy, speaker selection, and live show production
- Also oversaw incentive trip's destination selection and guest treatment protocols.
VP Member Services and Contact Center for the Americas
HERBALIFE NUTRITION LTD
2013.03 - 2015.07
- Managed a team of 1,100 staff with an $11M budget, serving a 500K customer base, handling 9.9M contacts yearly, supporting a $2.3B business size
- Steered an operational turnaround by directing the relocation of contact center operations from nine LATAM countries into Mexico's shared services hub, achieving annual savings of $1M related to economies of scale, call deflection strategies, and Aspect UIP optimization
- Generated $72M in cumulative incremental profit and a 2.5x ROI, resulting from economies of scale and outbound upsell campaigns (1.9M outbound calls and $23M in incremental sales annually)
- Established SLAs, performance KPIs, a pay-as-you-go service model, and a global delivery model with LATAM countries.
Sr. Director Member Services and Contact Center for Mexico and North America
HERBALIFE NUTRITION LTD
2011.10 - 2013.02
- Managed a team of 800 staff with a $9M budget, handling 7.2M calls yearly, serving a 350K customer base
- Established contact center shared services teams for the USA (general and Latino markets) and Mexico, supporting a $1.5B business size
- Orchestrated an operational and performance turnaround by establishing the first-ever shared services in record time, relocating 60% of USA contact center operations to Mexico
- The investment reached break-even of $2.5M within 3 months
- Led the design and deployment of an internal CRM tool, including case management, outbound, and knowledge management functionalities; this tool was in use for eight years, from 2012 to 2019
- Strategically evolved the contact center into an upselling channel and a valuable source of customer insights, delivering 1.4M outbound calls and generating $20M in incremental sales yearly.
Director Member Services and Contact Center for Mexico
HERBALIFE NUTRITION LTD
2007.07 - 2011.09
- Managed a team of 230 staff with a $4M budget, handling 2.5M calls, serving a 100K Salesforce base, and supporting a $700M business
- Turned around an inefficient contact center operation by establishing workforce management processes, performance scorecards, and continuous improvement, achieving Center of Excellence certification from BenchmarkPortal in 2010 and elevating it to an award-winning center
- Transformed the operation from a cost center into a profit center, producing 900K upsell calls and generating $13M in incremental sales yearly with a 3x ROI
- Designed a lead wheel system to ensure web lead engagement, achieving a 50% lead conversion rate.
Education
Bachelor of Computer and Information Systems -
Monterrey Institute of Technology (ITESM)
Skills
- Strategic leadership
- Policies and Procedures
- Operational Excellence
- KPI Tracking
- Global Operations
- Operations Management
- Customer Support
- Organizational Development
- Systems Thinker
- Contract Negotiation
- Process Improvement
- Stakeholder Management
Certification
- Call Center Manager Certified by Benchmark Portal
- Customer Service Culture by Monterrey Institute of Technology
- Telecommunications Certification Program by Monterrey Institute of Technology
Foundationalexperience
Avantel, Mass Market Call Center Director, National Network Support Call Center Manager, Field Sales Support Manager, Transformed the contact center into a COPC-certified Center of Excellence, Integrated CRM, streamlined service and sales processes, Supported the company's acquisition
Languages
Spanish
Native or Bilingual
Timeline
SVP Sales and Customer Experience worldwide
TUPPERWARE BRANDS CORPORATION
2021.05 - 2024.04
SVP Global Business Services
TUPPERWARE BRANDS CORPORATION
2020.09 - 2021.04
VP Member Services and Contact Center worldwide
HERBALIFE NUTRITION LTD
2019.01 - 2020.08
VP Sales and Events for Mexico
HERBALIFE NUTRITION LTD
2015.08 - 2018.12
VP Member Services and Contact Center for the Americas
HERBALIFE NUTRITION LTD
2013.03 - 2015.07
Sr. Director Member Services and Contact Center for Mexico and North America
HERBALIFE NUTRITION LTD
2011.10 - 2013.02
Director Member Services and Contact Center for Mexico
HERBALIFE NUTRITION LTD
2007.07 - 2011.09
Bachelor of Computer and Information Systems -
Monterrey Institute of Technology (ITESM)
- Call Center Manager Certified by Benchmark Portal
- Customer Service Culture by Monterrey Institute of Technology
- Telecommunications Certification Program by Monterrey Institute of Technology
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