Ivan Vazquez Mendieta
director subdirector de operaciones@ Eficasia Contact Center
Álvaro Obregón, Mexico City, Mexico
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Ivan Vazquez Mendieta is a highly experienced professional with over 20 years of experience in Contact Centers. He has a strong background in customer care, telecommunications, and team management. Ivan has worked in various industries such as banking, pharmaceuticals, and e-commerce. He has a proven track record in quality management systems, operational audits, and customer service. Ivan has also held positions in reputable companies like IMT, ICICI, and GE. He is skilled in areas such as call center management, team management, and customer service. Ivan is currently based in Mexico City.
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About

En los mas de 20 años de experiencia laboral que he obtenido en Contact Centers, he adquirido un gran conocimiento en la administración y operación de campañas de Customer Care, Telemarketing, Tech Suport, Retención, Welcome, Back office, Agendacion de Citas, línea de atención VIP entre otras, en los sectores Bancarios, Seguros, Farmacéuticos, Alimenticio, Tecnología, Afores, E-Commerce Retail y Aviación a traves de Multicanalidad y Omnicanalidad (Whatsapp, Email, Chat, SMS, etc); En este periodo he desarrollado un gran pericia y comprensión en sistemas de Gestión de Calidad como ISO 9001 y COPC, he participado en Auditorias de seguridad Física y de la Información como PCI y TPISA, he logrado durante 3 años consecutivos la certificación CIC (Calidad para Interacción con Clientes) por parte de del IMT, Planes de continuidad del Negocio como BCP y DRP, Metodologías de Operación, Mejores Prácticas de Calidad, Análisis de Staffing Work Force Management, Interpretación y análisis de los principales KPI’s de atención ( AHT, SLA, Abandono, ASA, Occy, etc.) y de ventas ( SPH, CPH, Close Rate, Respond Rate, Penetración, etc.), Planeacion Estrategica para la definicion de objetivos, Desarrollo de equipos Gerenciales, así como la aplicación de nuevas metodologías enfocadas en la satisfacción del cliente como Net Promote Score, Total Call Resolution, Customer Satisfacción y Voice of the Customer

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Work Experience

Insurgentes Sur 1685. PH, Colonia Guadalupe Inn, Ciudad de México, 01020, MX

Outsourcing and Offshoring Consulting

957
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Ivan Vazquez Mendieta's Professional Milestones

  • Deputy Director of Operations (2017-07-01~): Streamlined operations, optimizing efficiency and reducing costs while ensuring seamless workflow and optimal customer satisfaction.
  • Client Service And Operation Subdirector (2012-01-01~): Implementing efficient processes and strategies to enhance client service and operational efficiency.
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Education

Universidad Tecnológica de México
Universidad Tecnológica de México

Finanzas,

Marketing

2010-2012