Santiago Ducuara Strategic Manager & data analytics

Account Manager

Teleperformance

Feb 2022 - Aug 2023 (1 year 7 months)

• Develop and maintain strong relationships with clients, serving as the primary point of contact and ensuring effective communication. • Carry out account financial planning and review, identifying opportunities for growth and financial efficiency. • Continuously monitor agreed-upon Key Performance Indicators (KPIs), identifying trends and areas for improvement, and documenting results. • Collaborate in the strategic planning of actions aimed at ensuring the long-term sustainability of the account, including identifying improvement opportunities and risk management. • Coordinate with support areas such as sales, marketing, and technical services to implement action plans that meet customer needs and expectations. • Maintain and ensure

Assistant Contact Center Manager

Teleperformance

Jan 2021 - Feb 2022 (1 year 2 months)

• Responsible for work environment, client satisfaction and profitability of a program by being the leader of the line of business unit integrated by Supervisors and agents • Manages and develops a team of assigned Supervisors to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education. • Support, motivate, evaluate, develop and coach their Supervisors to continually meet and exceed their individual / team targets • Lead DSM, ISM, ELPs, and Works together with a "Point of Contact" to identify issues and generate action plans for the KPI assigned. • Participate with internal departments to meet client's deliverables •

Team Manager

Teleperformance

Jan 2019 - Dec 2020 (2 years)

• Manages and develops a team of assigned Agents to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education. • Review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met • Support, motivate, evaluate, develop and coach their Agents to continually meet and exceed their individual / team targets • Completes regular monitoring's of their teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements • Proactively maintain and deliver the required service levels whilst maximizin

Sales & Tech Support Advisor

Teleperformance

Aug 2018 - Dec 2018 (5 months)

• Provide technical assistance to telephone users, addressing inquiries and issues related to phone devices and services. • Offer guidance and support to customers in their online purchases of electronic products, ensuring a satisfactory shopping experience. • Respond to user questions and requests clearly and effectively, providing accurate information and solutions to technical problems or product inquiries. • Collaborate with the technical support and sales teams to ensure comprehensive and high-quality service to customers. • Stay updated on the latest trends and developments in technology and electronic products to provide customers with accurate and up-to-date information. • Document and record technical support and sales cases t

Assistant Coach

Usbank

Feb 2018 - Jun 2018 (5 months)

• Plan and execute sports training and fitness programs tailored to the needs and goals of athletes or clients. • Maintain detailed tracking of performance and progress for participants during training sessions in the field or sports facilities. • Provide guidance and feedback to athletes or clients to enhance their technique and maximize their athletic potential. • Ensure that training plans are designed safely and effectively to minimize the risk of injuries. • Stay updated on the latest trends in training and fitness, applying innovative techniques and approaches. • Collaborate with other coaches and sports staff to ensure consistency in training programs and the achievement of long-term goals.

W

Assitant Manager

Western Kentucky University Mens Basketball

Sep 2016 - Nov 2017 (1 year 3 months)

• Plan and execute team and individual training sessions, ensuring an effective focus on the development of sports skills. • Coordinate and organize summer sports camps, including managing schedules, facilities, and participant supervision. • Responsible for the efficient organization and distribution of sports resources and equipment, ensuring their availability for sports activities. • Work collaboratively with coaches and sports staff to ensure training objectives are met and resources are available as needed. • Maintain a high level of safety and compliance with regulations during sports activities and camps. • Continuously evaluate and improve training programs and camps to enhance the participant experience. • Fill, analyze and

Marketing and Sales Assistant

Serviactiva sas

Sep 2015 - Aug 2016 (1 year)

• Plan and execute commercial strategies for both internal and external clients with the goal of driving company growth. • Prepare accurate and compelling commercial quotations for end clients, ensuring effective presentation of products and services. • Efficiently manage the internal platform for service control, ensuring effective monitoring and seamless workflow. • Collaborate with internal teams to ensure that commercial strategies align with the organization's objectives and customer needs. • Continuously evaluate the performance of commercial strategies and make adjustments as necessary to maximize effectiveness and profitability. • Maintain open and effective communication with clients, providing quality service and addressing i

U

Administrative assistant

Union Basketball Corporation

Aug 2012 - Sep 2015 (3 years 2 months)

• Lead and manage the administrative operations of the office, ensuring efficient resource and process management. • Plan and develop strategic activities aligned with the corporation's objectives and vision. • Coordinate and supervise a team of coaches, providing guidance and support to achieve goals and quality standards. • Create and maintain a weekly activity schedule that optimizes resources and time, ensuring efficiency and compliance with deadlines. • Collaborate closely with other departments to ensure effective project coordination and synergy among teams. • Continuously evaluate and improve operational processes and procedures to enhance the corporation's efficiency and effectiveness. • Maintain open and effective communicat

Santiago Ducuara

About

Detail

Timeline

Résumé