Orlando M Peraza
Edinburg,USA
Summary
Proven Senior Operations and Client Relations executive with extensive experience in identifying profitable new markets, launching products, and selling complex solutions to Fortune 500 companies. Demonstrated ability to thrive in a competitive challenging environment, consistently generating growth and profitability. Skilled in providing complete value added solutions that generate revenues, reduce client costs and improve process efficiencies leveraging all functional areas to enhance employee and client satisfaction. High emphasis on leveraging company values in order to improve the decision making process of all employees.
Experienced with executive leadership and strategic planning. Utilizes innovative approaches to drive business growth and operational excellence. Track record of effective team collaboration and achieving results.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
22
22
years of professional experience
Work History
VP, Country Manager
Sitel
02.2014 - 12.2019
- Highest E-Sat improvement for a Country in 2017, positive YoY improvement by giving attention to detractor verbatims and creating action plans that resolved employee concerns
- Over 100 Millon in Revenue with exceptional margins, added organic growth to the most challenging client in the region, we doubled the previous business and added a new line of business from a different division
- Added Operation capacity more than 22% in first year
- Built 149 new stations, one training room and the Operations Check Point area in previously open and unused area
- Enhanced all areas of production floor to ensure employee satisfaction and New sales initiatives
- Rebuilt all call center functional areas from scratch to include recruiting that was 100% outsourced before my tenure, this led to the return of 3 million dollars in VAT tax by Mexican SAT that helped permanently fix cash flow in the country
- Managed following Verticals: Telecommunications
- Pharmaceutical, Warranty, Travel
- Customer Service, Technical Support
- Voice, Chat and Back Office
- Top performing site for major US satellite provider 4 years in a row, this enabled us to double the headcount
- This campaign gives attention in Spanish and English supporting lines of business that include technical support and sales of equipment and appliance warranties
- These actions put San Pedro site on the Map
- This enabled us to compete with top vendors previously established in the region
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
Director of Operations/ Call Center Manager
Teleperformance Mexico/Teleperformance USA
03.2006 - 02.2014
- One of the Top performing sites for E-Sat, in 2013 amongst 500 seat call centers, This was accomplished by addressing concerns outlined in detractor verbatims by all employees and also by enhancing education and decision making through Teleperformance values
- Over 140 Million in revenue during my tenure with exceptional margins
- Started site with only 2 small campaigns
- During my tenure we worked with Telecommunications, Utilities, Tax, and Entertainment verticals
- Added 200 seats to call center before completing tenure
- Developed high value relationships with local authorities in order to enhance brand presence and competitive ability for hiring of personnel
- Responsible for main communication Hub in the US for TP Mexico and TP Latam operations
GM of Account Services
Technion Communications Corp
07.1997 - 03.2006
- Single point of Contact for Top US Telecommunications provider
- Managed Pay per Performance Sales Operations in 3 countries (United States, Colombia and Canada) and 5 call centers (3 in South Florida, 1 in Bogotá Colombia and 1 in Toronto Canada), in charge of lead generation strategy and enhancement of tools and programming to enhance efficiency, quality and financial margins
- Worked closely to build trust with the operations team to improve KPI´s, such as Sales per hour, Conversion rate, List yield and Revenue per hour
- The Majority of the work was outbound focusing on lead management intelligence and predictive dialer efficiency
- Started with one Line of business that included generating Leads to compliment client´s data base, we added 5 different LOB´s during my tenure at Technion, the initial headcount for our first pilot was 28 agents and that business grew to 2000+ employees in 3 countries
- Generated over 130 million dollars in revenue, with exceptional margins
- Also worked with other Telco´s and Financial institutions during tenure
Education
Bachelor in Science - Civil Engineer
01.1988
Skills
- Salesforce
- Microsoft Project
- SAP
- Team leadership
- Relationship building
- Decision-making
- Coaching and mentoring
- Critical thinking
- Complex Problem-solving
twitter.com/orlando_peraza
Personal Information
Date of Birth: 11/11/62
Hobbies and Interests
Karate Black Belt, Started training in 1975 until present
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Interests
- Regularly practice mindfulness and meditation for overall wellness
- Martial Arts
- Gym Workouts
Timeline
VP, Country Manager - Sitel
02.2014 - 12.2019
Director of Operations/ Call Center Manager - Teleperformance Mexico/Teleperformance USA
03.2006 - 02.2014
GM of Account Services - Technion Communications Corp
07.1997 - 03.2006
Universidad Autónoma de Yucatán - Bachelor in Science, Civil Engineer
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