Andres Iglesias Global Senior Mgr. of Operations, Data & Insights EXP+ Explore

Global Senior Mgr. of Operations, Data & Insights EXP+ Explore

Sitel

Jun 2021 - Current (4 years 11 months)

Senior Manager - Project Strategy and Ops, Client Insights & Analytics

Sitel

Apr 2019 - Jun 2021 (2 years 3 months)

Project Manager, Enterprise PMO

Sitel

Oct 2018 - Mar 2019 (6 months)

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Regional Project Manager, PMO

SYKES ENTERPRISES, INCORPORATED

Mar 2017 - Oct 2018 (1 year 8 months)

- Accountable for project management and implementation leadership of new business acquisition and expansion, new software implementations, facility build outs and change management control across the continent.

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CISCO, Client & Improvement Projects

SYKES ENTERPRISES, INCORPORATED

Feb 2016 - Feb 2017 (1 year 1 month)

- Support/lead projects of analysis and improvement for customer satisfactions scores and key performance indicators. • Implement new client (internal/external) projects in Colombia and serve as POC for global project stakeholders. • Innovate and implement standards and business processes; verify and refine procedures. • Manage, prepare, verify, and document all policies and procedures required to perform all regional account operations in accordance to client guidelines. • Create awareness among all account levels regarding all policies and procedures, updates in the system, tools, processes, software, hardware or knowledge base articles to assure alignment to business goals. • Support CSAT and Complaints initiatives including but not

SPOTIFY SME, Offshore Project Implementations

Sutherland Global Services

Apr 2014 - Sep 2015 (1 year 6 months)

- Streamline support from day 1 of curriculum design, profile definition, hiring and validating infrastructure requirements. • Support implementation on new sites worldwide to comply with multi language coverage for client. • Coordinate and train local resources for successful standardization of processes amongst SOF, MNL and BOG. • Provide insight on changes to bridge goals and performance metrics defined with client as new site's waves increase. • Be the subject matter expert on reporting requirements for key performance metrics. • Improve the company: Make recommendations to enhance processes and boost ease and efficiency. • Define Sutherland's reputation: Oversee and manage performance and service quality to guarantee customer sati

AT&T Trainer, Consultant Learning Services

Sutherland Global Services

Jan 2012 - Apr 2014 (2 years 4 months)

- Keep management updated: Relay important information in the form of timely and accurate reports. • Empower the workforce: Create, facilitate, and/or revise training materials and documents to equip staff with fundamental skills and knowledge. • Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations. • Set the path to success: Oversee new hire, progression, and enhancement training; provide feedback and implement appropriate solutions. • Impact the bottom line: Coach and give feedback to trainees to help them fulfill performance metrics.

AT&T Operations, Service Delivery

Sutherland Global Services

Jul 2011 - Jan 2012 (7 months)

Business Logistics Support

Universidad del Norte

Jun 2006 - Dec 2009 (3 years 7 months)

- Visibility and protocol planning on the execution of academic and nonacademic events. • Manage business round tables and personally account for international clients. • Coordinate and monitor working groups to plan the event.

Andres Iglesias

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