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Marco
Head of Sales & Revenue Operations
Contato
Competências
Experiencia demostrada en BPO Operations Strategy.
Experiencia demostrada en Multi-Site & Multi-Campaign Mgmt.
Experiencia demostrada en BPO Governance.
Experiencia demostrada en SLA Management.
Experiencia demostrada en P&L Ownership & Budget Control.
Formação acadêmica
Idiomas
Resumo
Head of Sales & Revenue Operations buscando nuevas oportunidades
Experiência
Head of Sales & Revenue Operations
Founder-level executive with equity ownership, responsible for commercial strategy, operational continuity, and go-to-market execution in a BPO/telecom environment.. Oversaw capital allocation, vendor negotiations, pricing strategy, and long-term growth planning aligned with shared services standards.. Designed scalable BPO commercial and operational models supporting sustainable growth and client SLA adherence.. Led vendor negotiations and strategic partnerships.. Developed training programs enhancing team capabilities and aligning with BPO best practices.
Sales Operations Manager
Designed and executed end-to-end commercial processes across awareness, consideration, and decision stages.. Managed CRM pipelines generating 1,100+ monthly leads and sustained a 12% conversion rate over six consecutive months.
Operations Manager
Stabilized BPO operations during leadership transition, managing key banking accounts including Banco BI, G&T Continental, and Banco Azteca.. Created SOPs, operational manuals, and performance reporting frameworks to ensure continuity.. Led cross-functional teams to boost operational efficiency while meeting all bank-defined KPIs.. Cultivated vendor relationships.
CSPM Senior Specialist (Operations Governance)
Directed performance governance for Guatemala BPO operations across eight enterprise programs.. Managed 109 critical KPIs.. Owned KPI governance framework for 8 enterprise programs across Guatemala operations.. Automated performance monitoring, increasing threat/incident detection efficiency and response time.
Project Manager
Managed budgets exceeding $1M across 50+ projects.. Used proactive risk management.
Business Manager (English)
Full responsibility for recruiting, hiring, and training personnel.. Led strategic planning and commercial development for the contact center BPO unit.. Direct accountability for all operational metrics, center performance (KPIs), and development and follow-up of internal processes.
Regional Reporting Analyst (English)
Owned all site reporting and the Site Report Card (stack ranking) across 8 regional sites supporting 8,000 agents, including full financial and operational metrics.. Managed the recruitment database and authored Standard Operations Procedures (SOPs) to drive governance and consistency across the regional network.
Shift Manager (English)
Built the management team from scratch, recruiting based on competencies and designing the full staffing and training plan.. Drove sales targets through incentive programs and marketing methods, with direct weekly, monthly, and quarterly reporting to the US client.. Coordinated agent schedules based on call volume forecasts.. Served as primary point of contact with Time Warner Cable in the United States.
General Manager
Directed international vehicle import operations from Japan to Guatemala, overseeing finance, logistics, purchasing, and sales.. Managed full commercial cycle from supplier negotiations to client delivery and after-sale service in Guatemala.
General Manager – Metro Revista
Directed editorial and operational management of Metro Revista, overseeing publishing cycles, staff coordination, and commercial relationships.. Managed advertiser relationships and content calendar, ensuring timely publication and brand consistency.
Area Manager / Account Manager (English)
Managed recruitment, training, quality control, and invoicing for a 125-agent English-language operation serving a US client.. Led 7 supervisors and coordinated agent schedules based on call volume forecasts.. Maintained direct and constant contact with the US client.