Jorge F.

Summary I am an experienced professional with a background in Workforce Management (WFM) and Management Information Systems (MIS). I have consistently worked alongside operations and external clients to innovate processes, attract clients, and execute projects to excellence. My expertise includes Lean Six Sigma (LSS) methodologies and COPC implementation, which have significantly improved efficiency and customer satisfaction. In my previous roles at Concentrix, Sutherland Global, and GGA Solutions, I have led teams, optimized costs, and implemented standards. Key Achievements Expansion Played a pivotal role in Concentrix’s expansion across Mexico increasing the team by 50% and 300% new clients. Team Restructuring DMADV the team to specialize roles inside, improve CSAT 40% and define and Diamond process to develop internal talent by increasing team fill rate +300%. Standards Implementation Implemented COPC standards to ensure data accuracy and reduce costs by saving human hours by 40%. Process Automation Provided KPI visibility and standardized reports transitioned to automated tools like PBI, Power Automate and SQL, back-office tool and OB Auto dialer Softphone for collections saving 100k on license cost. Remote Transition Successfully transitioned operations to remote work during COVID pandemic, cost-saving by giving solution to continue business with a PC ratio of 1:30. Revenue Opportunities Identified revenue-impacting opportunity areas, recovering 20% of leakage revenue.