Hiram Escamilla Angeles
Alvaro Obregon, Mexico City,CMX
Summary
Focused Project Manager with 7+ adept at planning, directing and maintaining continuous operations in various departments. Experienced in directing manufacturing employees and keeping efficient production by quality standards. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training, and empowering the team to excel in performance.
Overview
7
7
years of professional experience
Work History
Project Manager, Client Services
WEBHELP + CONCENTRIX
05.2023 - Current
- Demonstrated expertise in change management processes, facilitating smooth transitions and minimizing disruptions to ongoing operations.
- This included project management to achieve targets in various areas such as finance, performance, workforce management (WFM) metrics, skill enhancement, reinforcement, career development, and engagement
- Orchestrated the ramp-up operations for new Lines of Business (LOBs), managing project aspects such as onboarding setup, new hire training onboarding, staff management, DILO (daily tasks) setup by position, KPI establishment, creation of quality processes, accountability matrix development, and account transition
- Conducted the collection and analysis of data to inform action planning, utilizing behavioral analysis to identify both positive and negative trends
- Established transparent communication channels at all organizational levels and devised engagement strategies to foster employee loyalty
- Led initiatives to enhance customer engagement and relationship strategies, with a focus on positively impacting Renewal Rates
- Engaged in various operational facets, including finance and billing models, process and product optimization, training, and capacity and volume forecasting, among other BPO service delivery-oriented subjects
- Maintained a results-oriented approach, actively seeking solutions that provide value addition, innovation, and cost benefits.
- Maintained up-to-date knowledge of industry trends and best practices to provide the most relevant solutions for clients'' businesses.
Implementation Coordinator, Business Analyst
Sutherland Global Services
02.2019 - 05.2023
- Formulated and executed thorough project plans, ensuring the timely and budget-conscious achievement of all milestones
- Guided a team of 5 professionals in the successful implementation of Google GCP, resulting in a notable 35% increase in customer satisfaction
- Devised business strategies to foster cost-saving initiatives and streamline processes through automation
- Crafted strategies informed by analysis and Sutherland's Continuous Improvement Framework, with a focus on impacting KPIs and behaviors through root cause analysis
- Fostered collaboration with cross-functional teams, engaging departments, to synchronize project goals with overarching business objectives
- Established clear performance metrics for tracking success throughout the implementation lifecycle, enabling continuous improvement initiatives.
Account Manager, Inside Sales
AT&T
08.2017 - 03.2019
- Implemented systems and procedures to increase sales.
- Implemented successful sales campaigns that attracted new customers and increased overall business profitability.
- Conducted thorough market research to identify emerging industry trends, adjusting sales strategies accordingly.
- Consistently met or exceeded quarterly sales targets by diligently monitoring progress toward goals.
- Cultivated long-lasting partnerships with clients by consistently exceeding expectations and delivering exceptional service.
Education
High School Diploma -
Cerritos High School
12500 183rd St, Cerritos, CA 90703, USASkills
- Team Development
- Staff Management
- Status Updates
- 4 years of experience in the BPO industry with a focus on client relationship management
- 6 years of expertise in analysis, process improvement, cost-saving initiatives, and digital/automatic transformation for business development
- 4 years of hands-on experience working with Google (as a vendor) and Cloud Service-oriented business solutions
- 3 years of experience in a customer success management organization, serving as a Manager and RingCentral executive sponsor
- Proficient in Power BI, acquired and honed over the past six months, with a commitment to continuous improvement in utilizing this powerful business intelligence tool
- Capability to fully develop processes end-to-end, encompassing both reactive (problem-solving) and proactive (planning and follow-up) approaches, coupled with a high analytical, reporting, and technical background
- Advanced proficiency in Excel/Sheets, demonstrating the ability to fully develop processes end-to-end, including reactive problem-solving, proactive planning and follow-up, and exploring communication and engagement alternatives
- Spanish (advanced) Capable of fully develop processes end-to-end, including reactive (problem solving), proactive (planning and follow up), communication and engagement (people) alternatives
- Familiar with Workspace and GCP environment, products, and processes documented publicly and internally
Accomplishments
- Process Improvement and End-to-End Processes: Spearheaded the development and communication of approved business strategies and ongoing process improvement ideas for Google (GCP Billing), ensuring a seamless end-user experience with a focus on automation and an emphasis on an effortless service experience.
- Skill Up: Formulated position-specific development plans and executed skill enhancement programs for employees, aligning with their career aspirations. Implemented quarterly comprehensive engagement initiatives to incentive growth, elevate benefits, and simultaneously address critical tasks, effectively optimizing staff bandwidth. Successfully managed diverse stakeholders in a complex project, resulting in increased satisfaction and collaboration. Implemented data reporting tools, resulting in more informed decision-making and improved project outcomes.
Languages
English (advanced)
Spanish (advanced)
Continuous Learning
A commitment to staying updated on industry trends, technologies, and best practices.
Freelance Web Graphic Designer
Experienced freelance web graphic designer with a strong portfolio of creative and visually compelling designs. Proficient in creating responsive and user-friendly web interfaces using a combination of graphic design principles and web development technologies. Skilled in HTML, CSS, and JavaScript to bring designs to life and ensure optimal functionality across various devices and browsers. Collaborative team player with excellent communication skills, able to effectively translate client requirements into innovative design solutions. Passionate about staying updated on the latest design trends and technologies to deliver cutting-edge designs that meet and exceed client expectations.
Timeline
Project Manager, Client Services
WEBHELP + CONCENTRIX
05.2023 - Current
Implementation Coordinator, Business Analyst
Sutherland Global Services
02.2019 - 05.2023
Account Manager, Inside Sales
AT&T
08.2017 - 03.2019
High School Diploma -
Cerritos High School
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