Luis Jimenez Delgado
Santa Ana
Summary
Strong Process and Operational Excellence Manager with over 13+ years experience in the BPO industry, highly effective at promoting positive relationships and building high performing teams. Problem solver, expert in guiding and supporting organizations in the adoption of the best industry practices, innovation strategies and continuous improvement mindset to drive cost efficiencies and overall growth.
Overview
8
8
years of professional experience
Work History
Process & Operational Excellence Manager
Concentrix Costa Rica
07.2019 - Current
- Implemented the Operating Structure for a new business in latam covering two countries in parallel and supporting the growth from 4 to 11 line of businesses, nurturing client relationship and KPI success since inception.
- Promote a continuous improvement culture as a daily operations core to drive business growth and problem solving.
- Set the artifacts and governance structure to promote a continuous improvement culture to drive business growth
- Led leadership members to create and adopt Change Management effective procedures and data visualization.
- Drove innovation culture internally and externally by creating innovation framework which includes lean, Six sigma, Gemba, design thinking and other models.
- Manage the creation and optimization of standard operating procedures as well as the compliance assessments to ensure applicability.
- Drove over 100 innovation projects for multiple clients including tools, client experience, cost reduction and others where ROI goes beyond $3M on investment and savings.
- Pioneered the first business analytics hub in the region for a technology client, featuring a a team of professionals that manage end to end analytics from reporting to problem solving and execution of final product.
- Participated in creation and distribution of development programs focus on problem solving methodologies and operational excellence tools.
Operational Excellence Lead
Teleperformance Costa Rica
11.2017 - 07.2019
- Orchestrated the business operational strategy and developed planning and procedures to improve overall quality and team efficiency in KPIs and Coaching Effectiveness.
- Oversaw daily operations of contact center organization, supporting forward-thinking strategies to accomplish profit and expansion goals.
- Developed and rolled out new policies designed to bolster productivity and reduce overall attrition and operations costs.
- Coordinated leadership workshops to educate team members on best practices to optimize employee productivity and effectiveness through coaching processes and accountability.
- Implemented continuous improvement initiatives for ongoing process optimization and better performance metrics.
Client Quality Coordinator
Teleperformance Costa Rica
06.2016 - 11.2017
- Successfully implemented and launch Quality Frameworks for four of the biggest programs of the company which helped on gaining client trust.
- Managed to lead a team of +20 Quality Analyst in charge of completing and ensuring compliance of Quality frameworks.
- Managed Client relationship on Quality processes and standards to guarantee correctly application of them and increasing end user experience satisfaction.
- Conducted Quality of service, Customer Satisfaction, Client satisfaction, Call Driver and other Key performance indicators analysis and incorporated them on the strategic improvement plan of the company.
- Establish project control procedures such BEST QA and TOPS which are standards for Teleperformance worldwide based on COPC global certification.
Education
Bachelor Degree - Industrial Engineering
Universidad Americana
San Pedro, San Jose2018
Certified Technical Degree - Networking And Telematics - CCNA
Universidad De Costa Rica
San Pedro, San Jose2011
Certified Technician IT Essencials - Computing
Universidad De Costa Rica
San Pedro, San Jose2010
Skills
- Collaborative Approach
- Analytical and critical thinker
- Disruptive and Results oriented
- Project Management
- Creating cohesive teams
- Data and Trend analysis
- Innovative Solutions Driver
- Process Improvement and Automation
- Data Visualization
- Power BI, Tableau and Google Dashboards
Accomplishments
- Obtained a Global Certification in Scrum Master in 2023
- Achieved a Green Belt Six Sigma Certification in 2023.
- Recognized as key player from Concentrix CEO in the acquisition of 2 new businesses in 2021.
- Earned a nomination to the “Teleperformance Excellence Awards ” in 2017 for accomplish a brilliant carrier in the company and show the best results as part of my work .
- Collaborate to the development of a sales strategy for one of Teleperformance's clients which scaled at Global level.
Timeline
Process & Operational Excellence Manager
Concentrix Costa Rica
07.2019 - Current
Operational Excellence Lead
Teleperformance Costa Rica
11.2017 - 07.2019
Client Quality Coordinator
Teleperformance Costa Rica
06.2016 - 11.2017
Bachelor Degree - Industrial Engineering
Universidad Americana
Certified Technical Degree - Networking And Telematics - CCNA
Universidad De Costa Rica
Certified Technician IT Essencials - Computing
Universidad De Costa Rica
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