Mauricio Triviño Morales

Master in business administration. Senior management specialist, bilingual certified public accountant 15 years experience in supervision and management in logistics, supply chain, customer service as well as both global and local operations in BPO, contact center and shared service centers (Claims, insurance, sales, call conversion, collections and finance services) Project management partnership on core transition activities as a receiver side Speech analytics experience: Data analysis, Insights, Non Talk, Voice of the Client Certified lean six sigma green belt, specialist in implementation of processes and operational improvements based on Six Sigma methods in order to gain efficiencies with high impact on billing, as well as experience in implementation, assembly and audit of Quality Management Systems, designed to be aligned with ISO9001 requirements and COPC-2000 Standard version 5.0. (Performance Management System designed to balance service speed, accuracy, and efficiency, resulting in higher customer satisfaction and increased corporate profitability). Learning plans development Reporting and communication to stake-holders and vendor managers, effective response to requirements, negotiation, process-outsourcing, service level agreements. Ability at writing and ease of communications with third parties Trained in methodologies of training and studies in coaching and mentoring, as well as Best Place to Work strategies to engage employees Other roles and responsibilities: Operations manager (interim), indexing team manager (interim), global recovery team manager (interim), collections supervisor My personality type is DISC D (Dominance). Mauricio tends to show a positive sense of humor, and can sometimes relieve a tense moment with a subtle comment or verbal quip. This trait gives you enormous influence, especially in the creative realm. Strong determination toward accomplishing your own agenda and will work to motivate others to that end. You have the ability to promote your own ideas assertively to others, without your message being perceived as a "hard sell." This comes from your sense of confidence, your verbal skills, and your spontaneous flexibility, and can be of enormous value in negotiations with others