Emanuel Rodriguez

Leading Customer Success team and customer marketing, renewals, communications, training and customer service KPIs.

• Leading process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Work closely with sales team in order to bring them sales opportunities, being 2nd more important lead source by creating good Customer Journey Map and every communication and marketing efforts with costumer, choosing right multichannel strategy and tools.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to customer service.
• Highlights: Last year: 20%+ Renewals, 5% Churn reduction, Implementing upsell, business process design, starting to measure NPS and CSAT.

• Developed, tracked and analyzed variance of key performance measurements of Guadalajara's Call Center Direction with more than 300 agents.
• Operations team, giving coaching and feedback to Managers, present weekly and monthly reports to AT&T Direction and AVP.
• Monitored key performance indicators and built processes to support partner performance and growth, like remote workflow for managers.
• Highlights: NPS growth: 100% yearly. Cross sale growth: 200% yearly. Member of AT&T Cultural Sponsors.

• Collaborate by project
• Assessed business processes and identified ways to boost improvement.
• Analyzed and assessed functional and organizational activities.
• Optimized core processes to improve business performance and operational agility.
• Mapped processes to identify improvement opportunities.
• BPM Consulting,
• Design of job profile and descriptions, end to end process, business strategy, value proposition, project management in cross-industry.

• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and agents productivity.
• Evaluated interactions between advocates and customers to assess personnel performance.
• Developed new employees and on-going performance assessment of current employees.
• Established performance and service goals and held associates accountable for individual performance.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.

• Monitored participant workflow and behaviors throughout training process.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.