Christian Seaman
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Christian Seaman

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Country Manager
Querétaro, Mexico

Contact Christian regarding: 

work
Full-time jobs
Starting at USD135K/year

Timeline

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Résumé

Jobs verified_user 0% verified
  • C
    Country Manager public Remote experience
    Sep 2024 - Jan 2025 (5 months)
    In charge of Mexico Hub and Operations for SMB loans for USA Companies. lines under my scope Credit Risk | Underwriting and pre underwriting | Customer implementations |Customer Service | APP Tech Support L1 | Contact Center | Collections |Human Resources |Sales and Up Sales |Marketing |IT |UX Experience |Developers |Success and Retentions |New Products | Project Management | Growth
  • S
    Senior Director Shared Service Support Centers
    Mar 2023 - Sep 2024 (1 year 7 months)
    the ecosystem of payment methods as well of card holders, Chargebacks,Payment executions and more In Charge of: Over 800+ employees (65% of Company Headcount] 3 sites, 1 In house, 2 BPOs (In Site Operations) Lines under my scope Business Care and Support: Post Sales for all type of enterprises (SMBs | AA | AAA | VIP) |Customer Success and Retention: For all type of enterprises (SMBs | AA | AAA | VIP) |Contact Center: B2B-B2C-B2G & TAM (3 Centers, 1 inhouse & 2 BPOs) |Compliance Operation: WFM | QA & Training | Compliance | Onboarding for new Consumers (KYC-AML-OFAC) |Customer Implementations | APPs tech Support L1-L2 |(Business Partners) |Credit & Collection |Back Office | Dispute | Card Recovery | New Emision | New Card Creation | Card
  • SpotOn
    MX COO | Director Of Operations
    SpotOn
    Mar 2021 - Mar 2023 (2 years 1 month)
    : In charge of over 1500 employees for different operations needs, 3 Sites, 1 USA, 1 MEX, 1 BPO Guadalajara (Hybrid Model Work) Lines under my scoe Customer Success and Retention | Customer Implementations and Onboarding ((KYC-AML-OFAC) | Business Care | Call Center |BI |Tech Support | Customer Engagement & Loyalty | HR |Talent Ad. | Developers | UX EXP | Media| P&L | Budget | Training | Operations Compliance (WFM & QA) | eComm support | Help Desk | Collection | RMA Tracking | Billing | Risk | Telesales, Policies and Procedures and all Site Needs
  • A
    Senior Director Of Customer Service Operations
    Alpha Crédit Capital
    Nov 2019 - Mar 2021 (1 year 5 months)
    Responsibilities: In charge of the loans origination throughout, call center to government employees and private sector for B2B and B2C, managing different departments like call center, Telemarketing, SMBs, Sales validations, Help Desk, Customer service. | engagement | Collections | Validations (KYC-AML-OFAC) | UX Experiences | Loyalty | Retentions | help desk | Liaison with: HR | TA | Product | Marketing and more | Tech Support Level 1 and 2
  • A
    Site & Operations Global Deputy Director
    AXA Assistance México
    Dec 2017 - Nov 2019 (2 years)
    Oversees LATAM and Mexico operations for assitance services and cost efectivness review, for many companies suchs as Ford, VW, Mitsu,Sura inssurance and many more, managing more than 700 CSRs, technology, recruitment, internal QA, WFM etc. Lines under my supervision: Customer Care Services Assistance TLMK
  • A
    Associate Director
    Apr 2016 - Nov 2017 (1 year 8 months)
    In Charge of Customer Support Lines | Tech Support | Billilng | rententions | Collection | Sales and Upsales
  • V
    Director Site Operations
    VirKet Holding
    Nov 2014 - Apr 2016 (1 year 6 months)
    In charge of complete contact center complex operation for enDigital.com a sister Company of Virket Co and Entrevision Co. We offer SEO, PPC, Web Presence, Internet Visibility, Google Adds, etc - In charge of: i. Contact Center Operations and Administration ii. Consoultive Telesales Ops (Inbound Calls-Outbound Calls and Email Contact Form) iii. Customer Care and Retention and Loyalty prorgrams iv. Collections v. Marketing Strategies • Achievements: a) Build operation structure and Contact Center Site b) Reduce Operation cost c) Create sales strategies d) Develop all Ops Procedure e) Create all Operations Process
  • S
    Global Contact Center Operations Coordiantor
    Sigue Corporation
    Apr 2012 - Nov 2014 (2 years 8 months)
    In charge of 5 Centers (Tijuana-Aguascalientes-India-Romania-Usa and GTM) managing 3 brands of the company and 11 departments with more than 220 reps distribute on the 5 centers and support member for World Wide Directors and comercial links (Italy ,UK, Africa, France, Spain, etc.) Main duties: - Deploy Company Tactical plans - Spread Mission-Vision and Core Values - Provide Supreme Customer Service to consumers(B2B) and Clients B2C - Aligned process communication with world wide customer service - Customer and Clients Retention - Customer Corporate Care - AML and Government Sanctions Regulations (Ops Compliance Department) - Call Center Operations KPI's and BVI's awareness - Process improvements and implementation - Owner of the
  • M
    BPO | Consultor/Senior Call Center Operation Manager
    Marketing Solution Centro Legal
    Oct 2011 - Apr 2012 (7 months)
    Responsible of the complete call center operation and administration On Charge of : -QA -Training -HR -Financial and Budget -Operation-Administration -WFM -BPO -Cold Calling Sales (100% Outbound Interactions ) -Soft Sales (Inbound Interactions) -Customer Service, Care and Key Accounts -Collections and Retentions -Drs. and Lawyers Appoitments -Marketing • Achievements: a) Build operation structure and Contact Center Site b) Reduce Operation cost c) Create sales strategies d) Develop all Ops Procedure e) Create all Operations Process
  • C
    Customer Service & Contact Center Director
    Jan 2011 - Oct 2011 (10 months)
    On charge of: -An eCommerce company, top 10 on the lamp projections for tv´s and Projectors Call Center Operation and administration 1. Tech support 2. Customer Service 3. Sales in-out calls 4. RMA Department 5. Training 6. WF 7. Quality Assurance 8. Customer Satisfaction 9. Financial and Budget 10. Shipping • Achievements: a) Build operation structure and Contact Center Site b) Reduce Operation cost c) Create sales and customer services strategies d) Develop all Ops Procedure e) Create all Operations Process
  • F
    Contact Center Consultant ( BPO Solutions )
    Freelance, Call Center - Outsourcing Services
    Jan 2011 - Jun 2016 (5 years 6 months)
    > Bring business opportunities to call centers based on Tijuana Mexico to help US companies to relocate their Call Centers and customer service operation needs and help them to save Operation Cost > Create operations and admin solutions for existing contact centers or customer services projects
  • T
    New Business Development & Marketing Manager For Call Center Services
    Telisimo International
    Nov 2009 - Jan 2011 (1 year 3 months)
    > Bring Business opportunities to our company BOP 120 positions every year > On Charge of The Marketing and Sales Department > Create Tactical Plans for new business (Marketing Programs) > Create financial plans for our clients <> This position was a tactical position on our company, In charge of the new business department, this position was reported directly to Call Center Director and CEO
  • T
    Call Center Unit Manager
    Telisimo International
    Dec 2003 - Oct 2009 (5 years 11 months)
    Be on top of the projects under my line of sight Projects: a. Belkin & DlinkTech Support ( Inbound, Outbound, Chat and Email interactions ) b. Tudla Survey Generation (100% Outbound Interactions), c. SD Padres, On Line Tickets (100% inbound Interactions) d. Kodak Customer Service ( Inbound, Outbound, Chat and Email interactions ) e. Bancomer Insurance Campaigns (100% Outbound Interactions) f. Commercial Outsourcing Srevices B2B Campaigns (100% Outbound Interactions)
  • L
    Gerente administrativo - Marketing y Servicio al Cliente
    Luna de Tijuana
    Mar 2001 - Nov 2005 (4 years 9 months)
    Administrar los recursos de Bar-Restaurant como tambien crear estrategias de Marketing para incrementar ventas del lugar y ser lideres de la industria de entretenimiento en Tijuana " porkys place fue por mas de 10 años un lugar de moda en Tijuana Mexico, Logrando altas ventas y un foot pronto en todo baja California
  • M
    Customer Serivce Lead
    Matsushita industrial Panasonic
    Jan 1999 - Jun 2000 (1 year 6 months)
    Lead customer service team in order to provide premium support to customers B2B-B2C
  • Kodak
    Customer Service Executive
    Kodak
    Mar 1996 - Nov 1998 (2 years 9 months)
    Provide solutions to customers for copy machines always following the rule " customer is always right "
Education verified_user 0% verified
  • UABC
    Bachelor's Degree, ED, Electronic and software development
    UABC
    Jan 1998 - Jan 2002 (4 years 1 month)