Pedro Rizo Olguin
Master At Economics
CDMX
Summary
Experienced manager skilled in directing and enhancing operations through effective employee motivational strategies and strict policy enforcement. Proficient in staying up-to-date with industry best practices, market trends, and regulatory requirements for optimal performance. Talented leader with a strong analytical approach to business planning and a knack for day-to-day problem-solving.
Overview
2025
2025
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Operations Manager
Stori
03.2024 - Current
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Implemented quality control systems to boost overall product consistency and reliability.
- Analyzed and reported on key performance metrics to senior management.
Manager/ Lead Team Manager
Zubale
3 2022 - Current
- Create and implement strategies to reduce on time penalties 10% on clusters and zones across Mexican Territory
- Lead (remotely) a group of 5 Territory Managers developing and implementing actions plans to achieve the key performance indicators such as NPS greater tan 75% average, On time delivery greater tan 90% and completion rate greater tan 95% from orders created online to be home delivered
- Follow up strategies to reduce stores staff turnover les tan 10% and increase staff and capacity
Operational Excellence Manager
Kavak
08.2021 - 03.2022
- Build and promote relationships among different areas, design and structure strategies to effective handle key performance indicator
- Monthly audits in key performance indicators such absenteeism, average handle time, quality evaluations, adherence, bookings, sales, purchases and monthly operations bonuses
Operations Manager Customer Care Center Autos
Marsh Brockman & Shu
08.2019 - 08.2021
- Leadership for service personnel based on strategic direction, reinforcement training, recognition and performance evaluation
- Implement 2 new lines of businesses to attend customes from Santander and Mazda, create dashboards to ensure visibility of sales and purchases bonuses
- Increase monthly retentention policies from 5 to 15%
- Project Management, monitoring and analysis, as well as the promotion of quality programs and interdepartmental communications
- Campaign management (Inout bound), metrics, objectives, review of service indicators and established agreements, maintain the work environment that generates productivity and area detection for improvement and development
Operations Sub Manager
Best Lead Solution
11.2017 - 08.2019
- Establish long-term business relationships with customers through the verification of the scope of service ensuring productivity and customer satisfaction via the delivery of monthly results of the In-out bound calls by the review of metrics, objectives and work team feedbacks
- Increased the sales from 10% to 35% in 3 months per agent
- Build an excellent work environment which generates greater productivity and detect opportunity areas for improvement
HEOR Health Economics and Outcome Research Manager
Estimatio SC
01.2015 - 10.2017
- Health Economics and Outcome Research Manager in a consulting company devoted to provide solutions related to decision making mainly in the health care sector as well as marketing, operations, etc
- Through economic evaluations, impact studies, modelling and strategy developing to the national and international market
- Point of Contact among the diverse Corporate and Regional offices sending and delivering project progress to ensure quality and complete deployment of assets
Project Manager
Medcon
04.2012 - 06.2013
- Project Manager at a consulting company dedicated to obtain and manage documentation, manuals, economic evaluations and clinic evidence within the diverse areas required to achieve the access of a drug or service into the Mexican Ministry of Health
Collections Sub Manager
Grupo Era
05.2011 - 03.2012
- Development and application of strategies, objective achievement evaluation by the review of metrics, action plans and work team feedbacks
- Stablish quality parameters to standardize the performance among centers and increase the revenue per month
Operations Supervisor
Western Union
12.2010 - 04.2011
- Company Overview: Vigo Project
- Staff management, call forecast and process monitoring in sending money worldwide from USA
- Point of Contact among agencies
- Review of metrics, objectives and work team feedbacks
- Vigo Project
Operations Supervisor
Teletech
05.2006 - 12.2010
- December 2009 to December 2010
- Time Warner Cable Project (North and South Texas)
- May 2006 to December 2009
- Charter Project
- (United States of America)
- Managing Customer Service Representative teams, provide close follow up to opening and closing of service tickets, detect tendencies in non-closed tickets, create statistics to reflect the correct follow up to service orders and keep continuous communication with dispatch offices to ensure the correct closing of the orders in cable and High-Speed Internet services
- Review of metrics objectives and work team feedbacks
Education
Master - Economics specialized at Health Economics and Outcome Research
INSTITUTO NACIONAL DE SALUD PÚBLICA
Cuernavaca, Morelos 01.2013 - 01.2015
Bachelor - Business Administration
UNIVERSIDAD ANÁHUAC DEL SUR
01.1999 - 01.2004
Exchange student - undefined
HOCHSCHULE BREMEN
09.2002 - 07.2003
Skills
Team Leadership
Performance Management
Operations Management
Staff Development
Business Administration
Customer Relationship Management (CRM)
Strategic Planning
Microsoft Office
Google suite
CMS
Power BI
Looker
Personal Information
Date of Birth: 05/07/80
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceFlexible work hoursPersonal development programsHealthcare benefitsTeam Building / Company RetreatsStock Options / Equity / Profit SharingLanguages
English
Bilingual or Proficient (C2)
German
Intermediate (B1)
Timeline
Operations Manager
Stori
03.2024 - Current
Operational Excellence Manager
Kavak
08.2021 - 03.2022
Operations Manager Customer Care Center Autos
Marsh Brockman & Shu
08.2019 - 08.2021
Operations Sub Manager
Best Lead Solution
11.2017 - 08.2019
HEOR Health Economics and Outcome Research Manager
Estimatio SC
01.2015 - 10.2017
Master - Economics specialized at Health Economics and Outcome Research
INSTITUTO NACIONAL DE SALUD PÚBLICA
01.2013 - 01.2015
Project Manager
Medcon
04.2012 - 06.2013
Collections Sub Manager
Grupo Era
05.2011 - 03.2012
Operations Supervisor
Western Union
12.2010 - 04.2011
Operations Supervisor
Teletech
05.2006 - 12.2010
Exchange student - undefined
HOCHSCHULE BREMEN
09.2002 - 07.2003
Bachelor - Business Administration
UNIVERSIDAD ANÁHUAC DEL SUR
01.1999 - 01.2004
Manager/ Lead Team Manager
Zubale
3 2022 - Current