Jose Antonio Valdez Santaella

Successfully leading a team of approximately 1,500 agents and their more than 60 leaders at the Guadalajara and Monterrey Mexico`s Contact Center Sites, coordinating efforts to achieve the company's business objectives.
- Generated synergies with department heads, optimizing processes and improving interdepartmental collaboration.
- Achieved positive KPI`S trends & Gainshare across different business lines for our Premium Client COMCAST EU, within a six-month period by developing team skills and executing effective operational strategies for continuous improvement.
- Actively participated with this Results to allow the sell of the company in February 2024 to Intouch CX Cànada , contribuiting with my Team to the cultural transition and integration process while ensuring the Bussines continuity .

• Worked in CX environment with oversight of team leadership , call center operation , training, planning , human resources, sales, compliance and workforce management .
• Directed initiatives to improve work environment (GPTW) , company culture or overall business strategy.
• Prepared annual KPI`s targets & strategy to achieve VP goals
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency , improve performance and productivity , and help company evolve and grow to next level.
• Reviewed daily business reports to understand numbers and trends (data driven decision making ).
• Increased profit (EBITDA) by streamlining operations.
• Developed Remote Management Model for Virtual Opp´s. (1000 agents at home office)
• Led Digital Transformation and Social Media 2022 core projects .

• Built and managed sales and operational teams to carry out top initiatives and reach objectives.
• Recommended sales strategies for improvement based on regular market research and competitor analysis.
• Liaised with other directors and departmental heads to align operational and sales priorities with total company direction.
• Identified, developed and launched innovative tools or systems to achieve sales strategies.
• Generated reporting and analysis to support sales forecasting and planning to reach monthly, quarterly and yearly revenue goals.
• Led solution selling strategy initiatives to maximize sales and service at stores .
• Held one-on-one meetings with sales and service team members to identify hurdles and offered insight into best remedy.
• Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
• Monitored sales team performance, analyzed sales data and reported information to area managers.
• RIM accountable

• Directed sales support staff in administrative tasks to help sales reps close deals.
• Incorporated business development initiatives to bring in new clients and boost profits.
• Built and provoke synergy with Staff central company areas
• Developed and delivered Coaching strategies to team
• Rolled out new services to meet client needs and enhance revenue.
• Led change and transformation across business areas to deliver benefits and align company resources.
• Established ambitious sales targets, managed deployment strategies and developed go-to-market plans to capitalize on every revenue opportunity.
• Formulated and presented innovative strategies to team members, executives and customers to build foundation for successful sales plans.
• Connected with prospects through trade shows, cold calling and local-area networking.
• Evaluated new POS locations for regional expansion

• Managed dealer performance to maximize profitability and achieve financial objectives.
• Established new company standards and policies for this channel
• Closed and released low performance and misaligned old Dealers
• Identified cost-effective dealers and set up favorable contracts
• Developed highly-efficient administrative team (KAM`s) through ongoing coaching and professional development opportunities.
• Brought new regional partners based on local reputation, sales quality and performance.
• Built strong internal networking and relationships with central Staff areas in order to provide world class service to Dealers
• Supported dealers growth with all business data , reports and controls needed to achieve their objectives .
• Consolidated strong and healthy relationships with Dealers owners
• Aligned Dealers into company compliance and operational policies