Work Experience
Xerox
Business Support Specialist
February 2019 –
• Accountable for partnering with the
account team to drive revenue & margin
performance.
Luis Manuel
Guerrero Morataya
Personal Information
DPI:-
Birth Date: March 13, 1987.
Nationality: Guatemalan
• Provide reporting/analysis, driving
standardization and consistency across
aligned accounts.
• Responsible for a variety of analyst
support functions, of varying levels,
depending on size/complexity of the
accounts.
Briefing
I am a person with highly developed social,
analytical and problem-solving skills,
responsible, self-motivated, friendly, team
player, result oriented, committed with the
team and assigned tasks, proactive and eager
to learn.
Professional Objective
Develop myself in different areas related to
my professional education, providing my
knowledge and experience to achieve the
organization´s goals.
• Increase productivity to comply with
contractual Service Level Agreements, by
improving the reporting process,
supporting operations, analyzing data,
and tracking assets.
• Provide recommendations to the
account team that will drive cost savings
and ultimately retain clients for life.
• Provide asset management support
through the ownership and management
of different systems.
Contact Information
--1st. Street, 50-50, Molino de las
Flores, Z.2, Mixco, Guatemala,
Guatemala.
• Review/analyze reporting results and
ensure reporting reflects actual machine
performance, MACD activities, SLA
performance and volume usage.
Xerox
Virtual Sales Administrator
December 2015 – January 2019
• I am responsible for order assembly,
order placement, shipping, coordinate
deliveries, installation and configuration
of each unit my account orders.
• Track and follow up of the physical and
financial installation of all Xerox
equipment in DLA´s operations.
• Coordinate the relocation of Xerox
devices between sites through “Via Xerox
Movements”
according
to
DLA´s
requirements.
• Coordinate removals of any unit that is
no longer needed, or term has expired.
• Identify ways to improve processes and
provide meaningful solutions for DLA´s
activities.
• Serve as a liaison between the sales
department, customer and Xerox´s
administrative teams to ensure client
satisfaction.
• Guide the effective acquisition of new
knowledge through training sessions to
all the new members of the VSA team.
• Provide support to new VSAs regarding
tools knowledge, acting as a secondary
source of information.
TELUS International Central America
Senior Operations Team Manager
April 2012 – November 2015
• I was responsible to lead a group of
contact center Team Managers to
achieve their Team´s performance goals
through the development of their
coaching and problem-solving skills.
• I was responsible to train new Team
Managers to develop of their coaching
and problem-solving skills and reduce
their learning curve.
• Lead my own group of contact center
representatives
to
achieve
their
individual performance indicators targets
through the development of their contact
handling skills.
• Uphold contact center quality policies
and guidelines through the proper
development of diagnostic and feedback
delivery skills.
• Provide timely and complete resolution
of escalated issues and concerns raised
by team members, peers and or support
person.
• Effective communication with regional
and national quality teams in a timely
manner.
Accounts: Centennial, Telus, Google.
TELUS International Central America
Operations Team Manager
October 2007 –March 2012
• I was responsible to lead a group of
contact center team members achieve
their individual performance indicators
targets through the development of their
contact handling skills.
• Uphold contact center quality policies
and guidelines through the proper
development of diagnostic and feedback
delivery skills.
• Provide timely and complete resolution
of escalated issues and concerns raised
by team members, peers and or support
person.
TELUS International Central America
Quality Auditor
February 2007 – September 2007
• I was responsible to guarantee every
contact center interaction monitored
followed a defined list of quality
standards targeted to guarantee long
lasting business relationships.
Accounts: Centennial
TELUS International Central America
Customer Service Representative
December 2006 – January 2007
• Effective communication with regional
and national quality teams in a timely
manner.
• Provide interactions that satisfy the
customer´s needs while followed a
defined list of quality standards targeted
to guarantee long lasting business
relationships.
Accounts: Centennial, Telus.
Accounts: Centennial
TELUS International Central America
Lead Quality Auditor
September 2007 – October 2007
Education
ESI School of Management
2019 -
Master on Business Finance
• I was responsible to guarantee every
contact center interaction monitored
followed a defined list of quality
standards targeted to guarantee long
lasting business relationships.
• Ensure all QA´s reach their audit goals
and create reports to reflect our
improvements.
Accounts: Centennial
ESI School of Management
2015 - 2018
Bachelor of Business Administration
MacDermont School
1990 - 2004
High School Diploma
Additional Education
Personal References
Project Management Diploma, ESI School of
Management.
Javier Coz
Phone:-
Power BI/ Tableau.
Manuel Hernández
Phone:-
Public Relations Diploma, MacDermont
School.
Microsoft Office packages.
MS Project.
Customer service training, December 2007,
Centennial Corp., Puerto Rico, USA.
Lean Six sigma, Yellow Belt, Transactel, S.A.
Ownership Program, Transactel, S.A.
The Magic of Service, Walt Disney, Transactel
S.A.
Coaching for Success, Switch Gear – Telus
International.
Coaching for Excellence, Telus International.
Base Camp, I Aspire, Telus International.
Cisco Certified Network Associate, Module 1,
Cisco, Intecap.
Work References
Otto Noriega
Sr. Operations Manager
Telus International, Telus, CAM
Phone:-
Jorge Gonzalez
Account General Manager
Telus International, Google
Phone:-
