Alex Esclamado Strategic AI Implementation | CX Transformation | Driving

Professor

ESIC Business Marketing School

Feb 2021 - Current (5 years 9 months)

Professor in operational disciplines for in-company programs in Technology and Communications.

Managing Partner - Technology, Growth and Partnerships

ON Soluciones

Sep 2019 - Current (7 years 2 months)

Design, implementation, assessment and improvement of customer operations, where customer experiences are made: Contact Centers, Logistics, Field Service, Revenue Assurance. Serving organizations with a strong element of service and/or distribution.

Managing Partner

ON Solutions

Jan 2018 - Current (8 years 10 months)

ON Solutions provides contact center and customer operations support services.
- Service design and implementation
- Contact center operations improvement and support
- Vendor and project management support
- Customer experience design and management
- Agent performance and experience management
- Customer and contact center technology

We are creative and dedicated professionals with decades of experience in customer management, contact center operations, technology management, process improvement, customer experience design and implementation, and project management.

We focus on those companies, regardless of industry, that truly prefer a committed, knowledgeable, and focused partner to

Vice President Customer Experience

CGS Computer Generated Solutions

Jan 2017 - Dec 2017 (1 year)

CGS is an applications, enterprise learning and outsourcing company helping companies with their most fundamental business activities. The outsourcing division provides quality technical and business support services in over 18 languages around the world and more than 7500 seats across sites in the United States, Europe, Latin America, and Asia.

• Responsible for being the customer advocate within the Contact Center Solutions business and ensuring client satisfaction levels are exceeded in our delivery of services.

Senior Vice President, Contact Center Operations-North America

CGS Computer Generated Solutions

Jan 2017 - Dec 2018 (2 years)

CGS is an application, enterprise learning and outsourcing company helping companies with their most fundamental business activities. The outsourcing division provides quality technical and business support services in over 18 languages around the world and more than 7500 seats across sites in the United States, Europe, Latin America, and Asia.

Responsible for US delivery for a newly created division encompassing US contact center business. Reporting to the CEO and with P&L responsibility for the North American Contact Center operations division, direct contact center operations in North America and ensure service delivery quality, client satisfaction, and overall profitability. Launched transformational projects intended to del

VP/Director International Division

Unísono Solutions Group

Jan 2015 - Dec 2016 (2 years)

Global Business Process Sourcing and Consulting company and leading European BPO that offers multilingual services with a clientele of many Fortune 500 companies.

• Directed newly created international division encompassing all business outside of the territory of the Spanish headquarters, including U.S., Chile, and Colombia sites.
• Oversaw business development, sales, HR, finance, operations for US, Colombia and Chile sites through three Country Manager direct reports and approximately 1500 employees. Reported to CEO.
• Achieved record-breaking sales and EBITDA in Latin-American operations.
• Exceeded targets of P&L responsibility for international operations.

Regional Vice President - US, RVP Business Development - Americas

Unisono Business Solutions

Jan 2014 - Dec 2015 (2 years)

Global Business Process Sourcing and Consulting company and leading European BPO that offers multilingual services with a clientele of many Fortune 500 companies.

• Built Unisono US customers, market presence, offices, brand in the US as part of international expansion.
• Directed US marketing and sales efforts, sales and delivery partnerships, and lead-generation activities.
• Drove business development activities for existing operations in Chile and Colombia with matricial responsibility over direct sales force in each country.
• Brought more than record potential contracts in first year. Led transition to newly created division.

Regional Vice President - US, RVP Business Development - Americas

Unísono Solutions Group

Jan 2014 - Dec 2015 (2 years)

Global Business Process Sourcing and Consulting company and leading European BPO that offers multilingual services with a clientele of many Fortune 500 companies.

• Built Unisono US customers, market presence, offices, brand in the US as part of international expansion.
• Directed US marketing and sales efforts, sales and delivery partnerships, and lead-generation activities.
• Drove business development activities for existing operations in Chile and Colombia with matricial responsibility over direct sales force in each country.
• Brought more than record potential contracts in first year. Led transition to newly created division.

B

Founder and GM

Benn

Jan 2009 - Dec 2014 (6 years)

As Founder and General Manager, Benn Telco – Madrid, Spain 2012-2014
• Acquired customers and assets from another company to start this (Benn subsidiary) telecommunications services company recognized by national telco regulator in Spain (CNMT) and a registered LIR in the regional registry RIPE.
• Provided niche tier 2 IP transit, hosting services and VoIP solutions targeted at SMBs.
• Directed or executed all operational aspects including sales, operations, infrastructure management, supply chain management and SLA management.
• Managed up to 20 internal or outsourced resources for projects.
• Grew customer base by 120% in the first year. Positive sale of business in 2014.

As Founder and General Manage

Head of Customer Satisfaction/Experience

Vodafone

Jan 2006 - Dec 2009 (4 years)

• Drove customer satisfaction strategy design and implementation across all departments of the company in Vodafone Spain and in line with global Vodafone strategy.
• Supervised team 4 direct reports and 20 staff managing the company-wide Customer Experience transformation effort, satisfaction-related customer insights, VoC programs and key indicators including TRI●M, NPS, and CDI (internal Customer Delight Index).
• Raised customer satisfaction levels by two percentage points (internal satisfaction index) (second in the market) in first six months of supervising change management projects.

Head of Group Customer Operations - Business

Vodafone

Jan 2005 - Dec 2006 (2 years)

• At Group HQ, drove implementation of standardized global service elements delivered locally in each market for business segments including best practices for multiple channels, automation, customer segmentation, and organizational design. Worked with operating companies globally for execution.
• Completed global launch of the One Vodafone Customer Management initiative with estimated delivery of 500M± Euro incremental value over three years.

Head of Customer Program Management

Vodafone

Jan 2004 - Dec 2005 (2 years)

• Supervised training, processes, audits, space planning, results, quality, project management, budget planning (200M+ Euro), and support for the Customer Management Division at Vodafone Spain.
• Coordinated initiation of global service initiative with group HQ. Achieved budget targets.

Head of Business Customer Management

Vodafone

Jan 2002 - Dec 2004 (3 years)

• Directed business customer operations supporting 1.2M business users in double-digit growth with approximately 400 internal and external service providers with more than 600 FTEs.
• Directed support services for business clients covering activations, technical support, account management, claims, and collections.
• Achieved a 20% increase in TRI●M Index (customer retention index) during first year while implementing process improvements, resource internalization plans, meeting budget of approx. 25M+ Euro and highest employee satisfaction results in the Customer Management division.

Chief Operating Officer

mCentric

Jan 2000 - Dec 2002 (3 years)

• Managed operations for an XML-based mobile digital platform with apps providing multi-device content management with community functionality.
• Performed business planning, funding rounds, investor relations, business operations, and partnerships.
• Provided own seed capital and secured series A funding at 20M valuation.
• Despite the down market in technology, the business doubled its revenue growth from the first to the second years of business and achieved cash-flow positive status in its second year of business.

Various IT, Development and Customer Service positions

Vodafone

Jan 1994 - Dec 2000 (7 years)

Vodafone Group (formerly Airtouch International), Walnut Creek, CA, USA
Multinational telecommunications company.

Various positions: Traveled extensively to provide start-up and operational support to Airtouch Int’l cellular properties around the world.
• Responded to Government RFPs for wireless spectrum allocation and cellular business development
• Implemented first unified Customer Service agent desktop in the Airtouch Int’l group.
• Designed and implemented a workforce management methodology that allowed an increase of service levels from 50% to 90% with same resources (approx. 500 seats at the time).
• As Development and Operations Director of the Internet Business Unit, successfully launched new I

Alex Esclamado

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Alex Esclamado

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